IT Services (Helpdesk) Lead -Plymouth Office

Looking for IT Services Lead for Plymouth, MN OfficeMesserli 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 SummaryThe 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 ResponsibilitiesSite Operations & Project ManagementCommunicate project/incident status, impact, and resolution progress to stakeholdersEscalate issues appropriately and ensure accountabilityLead on-site execution of IT projects and rolloutsCoordinate with enterprise IT and Managed Service Provider (MSP)Maintain system and process documentationIdentify recurring issues and improvement opportunitiesService Delivery & Technical SupportOversee ticketing system operations, ensuring tickets are properly triaged, prioritized, resolved, and closed in alignment with service level expectations (SLAsAssist with day-to-day support requests and act as backup support for T1 Help DeskTroubleshoot across applications, endpoints, and network to determine root causeProvide hands-on support for high-impact or complex issuesOwn issues end-to-end and coordinate resolution across teamsSupport and guide help desk staffAct as primary on-site escalation point for application-related issuesBridge communication between end users and enterprise IT teamsApplication Administration & IntegrationSupport administration and operation of key desktop and enterprise applications (e.g., RingCentral, Accuroute, DMS)Ensure applications function effectively within desktop and VDI environmentsTroubleshoot application issues and determine root causeWork closely with Systems Analyst and DevOps to support business workflowsAssist in testing and rollout of application updates and integrationsServe as on-site resource for application-related issuesSystem Administration & MaintenanceProvide on-site support for network and data center equipment.Act as remote hands for MSP and engineering teamsManage printers, scanners, cameras, and on-site technologyCoordinate device deployments and lifecycle managementSupport endpoint and VDI configuration for application performanceSecurity, Compliance & Audit SupportAssist with internal audits and compliance activitiesAssist with security incident response in coordination with SOC and MSPAct as on-site point of contact for security-related actionsHelp enforce endpoint security practices and policiesIdentify and escalate potential risks or control gapsQualificationsRequired:58+ years of IT experienceStrong troubleshooting across endpoints, applications, and networking fundamentalsStrong coordination and communication skillsStrong understanding of endpoint environments, including Windows OS, device configuration, and performance troubleshootingExperience supporting virtual desktop environments (VDI)Experience troubleshooting application performance issues across desktop, VDI, and network layersPreferred:Experience working with MSPsFamiliarity with enterprise collaboration and communication platforms (e.g., RingCentral, Microsoft Teams)Experience supporting document management systems such as NetDocuments or similar platformsSolid understanding of networking fundamentals (DNS, DHCP, VPN, latency, bandwidth constraints) and ability to isolate network-related issuesKey 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 accountabilityCOMPENSATION & BENEFITSSalary: $65,000 $90,000 (depending on experience) + annual discretionary bonusMedical, Dental, and Vision insuranceHealth Savings Account (with employer contribution, if eligible)Flexible Spending Accounts (healthcare, dependent care, limited purpose)Employer-paid Life and LTD insurance + voluntary optionsPaid parental leave401(k) with 4% Safe Harbor contribution (after one year of service)PI13a6641f5d39-26289-40558795