Team Lead, Help Desk

Johnson Law Group is a fast-growing plaintiffs’ law firm with a national presence and a strong commitment to advocacy. Headquartered in Houston, Texas, we represent clients across a range of practice areas including personal injury, mass tort, workers’ compensation, and complex litigation.

We believe in using technology, data, and collaboration to deliver results for our clients and our teams. Our culture is built on integrity, curiosity, and accountability, and we are proud to foster an environment where people can grow, contribute, and make meaningful impact every day. As we continue to expand, we are seeking talented professionals to join our team and help us strengthen our operations and client services.

About the Role

The Help Desk Team Lead is responsible for the overall success and operational excellence of the firm’s Help Desk. This role oversees daily operations, ensures service level agreements (SLAs) are met, and drives continuous process improvements to deliver exceptional end-user support.

The ideal candidate is a proactive leader with a strong technical foundation and a proven ability to manage and mentor support teams. This position requires a blend of hands-on technical knowledge, leadership skills, and strategic thinking to align Service Desk operations with the firm’s overall IT objectives. Strong communication skills, attention to detail, and a customer-first mindset are critical to success.

Key Responsibilities

• Team Leadership – Lead, mentor, and support the Service Desk team, including hiring, training, performance management, and professional development. Partner with IT leadership to identify operational gaps and implement improvements.
• Process Improvement & Strategic Planning – Help design, implement, and optimize IT support processes and workflows. Define and track KPIs and SLAs to drive efficiency, resource optimization, and improved user experience.
• Escalation & Incident Management – Act as the first escalation point for complex issues. Ensure tickets are triaged, routed, resolved, and documented effectively, with clear and timely communication to users.
• IT Service & Asset Management – Maintain accurate tracking of hardware, software, and IT services. Oversee inventory and asset management for firmwide IT equipment.
• Compliance & Documentation – Ensure adherence to IT policies, security protocols, and compliance standards. Contribute to the development of a knowledge base for staff and end-users.
• Communication & Reporting – Deliver regular performance reports and updates to IT leadership. Communicate major IT changes, incidents, and outages across the firm.
• Mentorship & Technical Guidance – Provide technical direction, share best practices, and stay up to date on firm-standard technologies and emerging trends.

Qualifications

Education

• Bachelor’s degree in Information Technology, Computer Science, or related field (or equivalent experience).
• ITIL certification preferred.

Experience

• 5+ years of progressive experience in IT support or Service Desk environments.
• 2+ years in a senior help desk role or leading a technical support team.
• Demonstrated experience defining, monitoring, and achieving SLAs and KPIs.

Skills & Competencies

• Leadership & Management – Ability to build, motivate, and guide a high-performing team.
• Communication – Excellent verbal and written communication across all levels of the firm.
• Strategic Planning & Organization – Skilled in setting goals, analyzing data, and implementing process improvements.
• Problem-Solving – Strong analytical and diagnostic skills for both technical and operational challenges.
• Technical Knowledge – Working knowledge of:
• • ConnectWise Manage / PSA Ticketing System
  • Microsoft 365 (Hybrid & Cloud)
  • Windows Client OS and macOS
  • Microsoft Office Suite & Web Apps
  • Android & iOS mobile devices
  • Active Directory (Entra and On-Prem)
  • Zoom Phone System
  • General networking and IT security best practices

Why Join Johnson Law Group?

• Make a Global Impact: You'll play a key role in shaping the future of our global workforce.
• Strategic Leadership: You'll partner with leadership to drive HR strategy and organizational success.
• Growth and Development: We are committed to the professional growth of our employees.
• Collaborative Culture: We foster a supportive and inclusive work environment.
• Values-Driven: We are guided by our core values of innovation, integrity, and client service.
• Competitive Compensation and Benefits: We offer a comprehensive package to attract and retain top talent.

Note: Johnson Law Group is an equal opportunity employer. We celebrate diversity and are committed to creating an inclusive environment for all employees.