Help Desk & Training Manager

Job Description

Job Description

Gunster is seeking a full-time Help Desk & Training Manager in its West Palm Beach office. The Help Desk & Training Manager will oversee the firm's technology help desk operations and technology training functions. This individual will be responsible for ensuring attorneys and staff receive timely, high-quality technical support while also developing and delivering training initiatives that enhance technology proficiency across the firm.

Key Responsibilities:

Help Desk Management

• Manage and lead the help desk team, ensuring prompt and effective resolution of technical issues for attorneys and staff.
• Oversee ticketing system operations, workflows, and escalation procedures.
• Coordinate with other IT teams on system upgrades, rollouts, and incident management.
• Develop and maintain a knowledge base of common issues and solutions.
• Develop on-call and after-hours coverage schedules to ensure support availability outside standard business hours..
• Oversee deployment, configuration, and troubleshooting of desktops, laptops, mobile devices, printers, and peripherals firm-wide.
• Provide white-glove technical support for attorneys, partners, and firm leadership, including courtroom, conference room, and remote/hybrid work technology needs.
• Coordinate technology support for depositions, hearings, closings, client meetings, and firm events as needed.
• Ensure remote and traveling attorneys have reliable access to firm systems, VPN, and mobile technology.

Training & Development

• Manage and lead the technology training team.
• Develop and oversee firm-wide training programs on legal technology platforms, software applications, and firm-specific systems.
• Oversee onboarding technology training for new hires, including attorneys, paralegals, and administrative staff, ensuring consistent, effective delivery of training.
• Assess training needs through surveys, feedback, and consultation with department leaders; measure training results and effectiveness.
• Create and maintain training materials for new software rollouts, ongoing training and role-specific training and create user guides, quick reference cards, and e-learning content.
• Coordinate training schedules and delivery formats (in-person, virtual, self-paced) across all firm offices to maximize attendance and effectiveness.

Qualifications:

• Bachelor’s degree in Information Technology, Business Administration, Education, or a related field.
• Minimum of 5+ years of experience in IT support and/or training, with 3+ years in a supervisory or management role.
• Experience working in a law firm or professional services environment strongly preferred
• Proficiency with legal technology platforms such as document management systems (e.g., iManage, NetDocuments), practice management software, and Microsoft 365.
• Familiarity with help desk ticketing systems (e.g., ServiceNow, Freshdesk, Zendesk).
• Experience with learning management systems (LMS) and e-learning development tools.
• Strong leadership, communication, and interpersonal skills.
• Ability to manage multiple priorities and projects simultaneously.
• ITIL certification or equivalent training is a plus.

Gunster, Florida’s law firm for leaders, provides full-service legal counsel to leading organizations and individuals from its 13 offices statewide. Established in 1925, the firm has expanded, diversified and evolved, but always with a singular focus: Florida and its clients’ stake in it. A magnet for business-savvy attorneys who embrace collaboration for the greatest advantage of clients, Gunster’s growth has not been at the expense of personalized service but because of it. The firm serves clients from its offices in Boca Raton, Coral Gables, Fort Lauderdale, Jacksonville, Miami, Naples, Orlando, Palm Beach, Stuart, Tallahassee, Tampa, Vero Beach, and its headquarters in West Palm Beach. With more than 320 attorneys and consultants, and 300 committed support staff, Gunster is ranked among the top 200 largest law firms by the National Law Journal and has been recognized as one of the Top 100 Diverse Law Firms by Law360. More information about its practices, industries, offices and news is available at

Company Description

Gunster, Florida’s law firm for leaders, provides full-service legal counsel to leading organizations and individuals from its 13 offices statewide. Established in 1925, the firm has expanded, diversified and evolved, but always with a singular focus: Florida and its clients’ stake in it. A magnet for business-savvy attorneys who embrace collaboration for the greatest advantage of clients, Gunster’s growth has not been at the expense of personalized service but because of it. The firm serves clients from its offices in Boca Raton, Coral Gables, Fort Lauderdale, Jacksonville, Miami, Naples, Orlando, Palm Beach, Stuart, Tallahassee, Tampa, Vero Beach, and its headquarters in West Palm Beach. With more than 320 attorneys and consultants, and 300 committed support staff, Gunster is ranked among the top 200 largest law firms by the National Law Journal and has been recognized as one of the Top 100 Diverse Law Firms by Law360. More information about its practices, industries, offices and news is available at