Helpdesk Manager

LEAP leads the world in the development and sale of cloud based legal practice management software for small law firms on a Software as a Service (SaaS) model. We employ more than 600 people globally, have offices in the USA, Australia, Canada and the UK with more than 12,000 law firms using our software worldwide. We are seeking a Helpdesk manager to join our highly motivated, high velocity team based in our Jersey City office. LEAP will provide you with the best training, equipment, mentoring and support in order for you to be successful. Our US-based operation was launched in 2016 and has grown significantly. The US market is many times larger than all the other worldwide markets where we have been successful and shows a huge promise of potential for LEAP.

We employ people who are smart and can get things done.

As the HelpDesk Manager, you will lead, drive and deliver strategic objectives and ensure continual high-performance whilst managing the team providing customer support on the LEAP Products, with a strong focus on customer service through the US.

• Provide strategic leadership and direction to the Help Desk team.
• Ensure the ongoing achievement of set performance measurements.
• Ensure that the HD teams have the resources, tools, training and processes to deliver customer satisfaction to our client base.
• Develop and implement measurable process improvements through ongoing review.
• Develop and implement processes to ensure quality outcomes and repeatable success.
• Nurture a customer-focused, high performance culture within the team that results in exceeding service delivery objectives.
• Oversee the development of the HD team through internal and external training.
• Manage staff and expenditure budgets for your department.
• Communicate with internal and external stakeholders to build relationships and to identify opportunities for improvement.
• Ability to take on escalated cases from your team with comprehensive product knowledge.
• Liaise with the product manager on client feedback.

Requirements

Driving for results – setting high goals for personal and group accomplishment; using measurement methods to monitor progress toward goals; tenaciously working to meet or exceed goals while deriving satisfaction from that achievement and continuous improvement.

Customer focus – ensuring that the customer perspective is a driving force behind business decisions and activities; crafting and implementing service practices that meet customers’ and own organization’s needs.

Aligning performance for success – focusing and guiding others in accomplishing work objectives.

Facilitating change – encouraging others to seek opportunities for different and innovative approaches to addressing problems and opportunities; facilitating the implementation and acceptance of change within the workplace.

Coaching – providing timely guidance and feedback to help others.

1-3 years’ experience in a Helpdesk Management role or similar.

The right candidate is/has;

• 4-5 years’ experience within the legal industry would be an advantage.
• Strong product knowledge and experience using LEAP software and / or similar legal software.
• Proven ability to lead a high-performing team with proven results.
• Proven ability to establish and maintain excellent customer service operations.
• High responsibility / accountability – receiving primary responsibility/accountability for completing tasks that might place heavy demands on one’s time and involvement.
• Achievement – meeting increasing work challenges.
• Influencing others – using appropriate interpersonal styles and methods to inspire and guide individuals; gaining acceptance of ideas or plans.
• High-Involvement leader – influencing others by creating a participative, empowered environment.
• Coaching others – fostering other people’s job-related development.

With the job style:

• High responsibility / accountability – receiving primary responsibility/accountability for completing tasks that might place heavy demands on one’s time and involvement.
• Achievement – meeting increasing work challenges.
• Influencing others – using appropriate interpersonal styles and methods to inspire and guide individuals; gaining acceptance of ideas or plans.
• High-Involvement leader – influencing others by creating a participative, empowered environment.
• Coaching others – fostering other people’s job-related development.

Benefits

• Medical, Dental and Vision Plans Available.
• Hybrid work model.
• 401k with Company Matching Program.
• Staff Events.
• Employee Assistance Plan.
• Unlimited PTO.
• Company Shares Opportunity.

We are an equal opportunities employer and welcome applications from all suitably qualified persons regardless of their race, sex, disability, religion/belief, sexual orientation or age. We look for the best person for the job.