IT Services (Helpdesk) Lead -Plymouth Office at MESSERLI KRAMER P.A.

Minneapolis, Minnesota, United States -

Full Time

Start Date

Immediate

Expiry Date

16 Aug, 26

Salary

90000.0

Posted On

18 May, 26

Experience

5 year(s) or above

Remote Job

Yes

Telecommute

Yes

Sponsor Visa

Skills

Technical Support, IT Operations, VDI Troubleshooting, Application Administration, Network Troubleshooting, Project Management, Incident Response, Endpoint Security, Vendor Coordination, Ticketing System Management, Windows OS, System Documentation

Industry

Law Practice

Description

Description Looking for IT Services Lead for Plymouth, MN Office Messerli Kramer’s Consumer Collections and Creditors’ Remedies group in our Plymouth office provides comprehensive, debt collection services to our clients, including some of the nation’s largest banks and financial services companies. Our thorough understanding of the law, business and regulatory landscape related to the collections process makes us more than litigators. We are negotiators, investigators, collectors—and above all—partners with our clients. We are licensed as attorneys in Minnesota, Wisconsin, Nebraska, Iowa, North Dakota, South Dakota, Montana, Colorado, and Ohio. We collaborate with our clients and develop a collection strategy tailored to each client’s unique recovery objectives. Our attorneys manage a range of tools for a client’s claim, from clients’ claims from demand letter, telephone calls, credit bureau review, litigation, garnishment, skip tracing and asset searches, to post-judgment remedies and collateral recovery. Position Summary The IT Services Lead is responsible for on-site IT operations, serving as the senior technical presence within the office to ensure stable, high-performing technology services. This role provides advanced technical support, leads issue triage and resolution, and coordinates closely with vendor partners and internal engineering teams. This role plays a key part in supporting enterprise applications and ensuring IT systems are effectively configured to enable business workflows, working closely with Systems Analysts, DevOps, and vendor partners. The IT Services Lead also contributes to security, compliance, and incident response efforts in coordination with internal teams and external partners. The IT Services Lead is not responsible for deep infrastructure engineering but plays a critical role in diagnosing issues, performing hands-on support, and driving resolution across teams. This individual acts as the bridge between end users, help desk, managed service providers, and enterprise IT. Requirements Key Responsibilities Site Operations & Project Management Communicate project/incident status, impact, and resolution progress to stakeholders Escalate issues appropriately and ensure accountability Lead on-site execution of IT projects and rollouts Coordinate with enterprise IT and Managed Service Provider (MSP) Maintain system and process documentation Identify recurring issues and improvement opportunities Service Delivery & Technical Support Oversee ticketing system operations, ensuring tickets are properly triaged, prioritized, resolved, and closed in alignment with service level expectations (SLAs Assist with day-to-day support requests and act as backup support for T1 Help Desk Troubleshoot across applications, endpoints, and network to determine root cause Provide hands-on support for high-impact or complex issues Own issues end-to-end and coordinate resolution across teams Support and guide help desk staff Act as primary on-site escalation point for application-related issues Bridge communication between end users and enterprise IT teams Application Administration & Integration Support administration and operation of key desktop and enterprise applications (e.g., RingCentral, Accuroute, DMS) Ensure applications function effectively within desktop and VDI environments Troubleshoot application issues and determine root cause Work closely with Systems Analyst and DevOps to support business workflows Assist in testing and rollout of application updates and integrations Serve as on-site resource for application-related issues System Administration & Maintenance Provide on-site support for network and data center equipment. Act as remote hands for MSP and engineering teams Manage printers, scanners, cameras, and on-site technology Coordinate device deployments and lifecycle management Support endpoint and VDI configuration for application performance Security, Compliance & Audit Support Assist with internal audits and compliance activities Assist with security incident response in coordination with SOC and MSP Act as on-site point of contact for security-related actions Help enforce endpoint security practices and policies Identify and escalate potential risks or control gaps Qualifications Required: 5–8+ years of IT experience Strong troubleshooting across endpoints, applications, and networking fundamentals Strong coordination and communication skills Strong understanding of endpoint environments, including Windows OS, device configuration, and performance troubleshooting Experience supporting virtual desktop environments (VDI) Experience troubleshooting application performance issues across desktop, VDI, and network layers Preferred: Experience working with MSPs Familiarity with enterprise collaboration and communication platforms (e.g., RingCentral, Microsoft Teams) Experience supporting document management systems such as NetDocuments or similar platforms Solid understanding of networking fundamentals (DNS, DHCP, VPN, latency, bandwidth constraints) and ability to isolate network-related issues Key Characteristics for Success - Owns issues end-to-end - Strong diagnostic thinker - Hands-on but able to coordinate others - Communicates clearly and proactively - Drives resolution and accountability COMPENSATION & BENEFITS Salary: $65,000 – $90,000 (depending on experience) + annual discretionary bonus Medical, Dental, and Vision insurance Health Savings Account (with employer contribution, if eligible) Flexible Spending Accounts (healthcare, dependent care, limited purpose) Employer-paid Life and LTD insurance + voluntary options Paid parental leave 401(k) with 4% Safe Harbor contribution (after one year of service)

Responsibilities

The IT Services Lead manages on-site IT operations, serving as the senior technical presence to ensure stable technology services. This role bridges communication between end users, help desk, and enterprise IT while overseeing application administration and security compliance.