IT Services (Helpdesk) Lead -Plymouth Office

Looking for IT Services Lead for Plymouth, MN Office

Messerli Kramers Consumer Collections and Creditors Remedies group in our Plymouth office provides comprehensive, debt collection services to our clients, including some of the nations 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, collectorsand above allpartners 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 clients unique recovery objectives. Our attorneys manage a range of tools for a clients 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.

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:

• 58+ 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)

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