“People come to lawyers for help. The lawyers come to me.”
“Everyday they’re helping people, and I get to make sure nothing stands in their way.”
About LEAP
LEAP is the leading provider of Legal Practice Productivity Solutions in the world and is part of ATI – one of the largest international LegalTech companies. For more than 30 years, our curiosity and commitment to continual improvement has kept us reimagining productivity tools for lawyers and their staff to support our guiding purpose, to ‘Help lawyers who help people’. The market leading software we develop and support is used by more than 100,000 lawyers and their staff in small and medium sized law firms.
Working alongside our international team of passionate high achievers, you’ll join a fast-growing technology business where things seldom stay the same for long. With more than 800 smart, caring and ambitious ‘LEAPsters’ working together across Australia, Canada, the United States, the United Kingdom, the Republic of Ireland, Poland and New Zealand, you’ll find yourself in good company here.
Meet the team
Help is at the heart of everything we do at LEAP and no one knows that better than the friendly faces and voices of our invaluable Client Support Team.
Responding in real time using our Salesforce technology stack, our team of attentive problem solvers act quickly and thoroughly to address inquiries and concerns, so our clients can continue to help people without missing a beat.
With space to grow your career in new and surprising directions and an impact you can see and feel with every smiling client, you’ll find plenty to discover in a dynamic team that thrives on helping people.
Helpdesk Team Lead (Level 2)
The Helpdesk Team Lead is responsible for overseeing the daily operations of the LEAP Software Support Help Desk, ensuring efficient and effective technical support to end-users. This role involves managing a team of help desk technicians, coordinating support activities, and driving continuous improvement in customer service and technical problem resolution.
Key Responsibilities:
Team Leadership:
Lead, mentor, and manage a team of help desk technicians.
Conduct regular team meetings to discuss performance, updates, and strategies.
Develop and implement training programs to enhance team skills and knowledge.
Operational Management:
Oversee daily help desk operations to ensure timely and efficient resolution of technical issues.
Monitor and manage ticket queues, ensuring SLAs (Service Level Agreements) are met.
Develop and maintain help desk policies, procedures, and documentation.
Assist Manager in monitoring and tracking known defects.
Customer Service:
Ensure high levels of customer satisfaction through prompt, professional, and courteous support.
Handle escalated issues and provide solutions to complex problems.
Gather and analyze customer feedback to improve service delivery.
Technical Support:
Provide technical assistance and guidance to team members.
Stay current with emerging technology trends and tools relevant to the help desk.
Coordinate with other IT teams to resolve major incidents and service interruptions.
Reporting and Analytics:
Assist Manager in generating and analyzing help desk performance reports.
Identify trends, areas for improvement, and training needs.
Present findings and recommendations to senior management.
Strong product knowledge of using LEAP software and/or similar legal software
3+ years of experience in a help desk or technical support role.
1-2 years of experience in a supervisory or team lead position.
Proficiency in SalesForce, JIRA, Windows,
Strong leadership and team management skills.
Excellent communication and interpersonal skills.
Ability to handle high-pressure situations and complex technical issues.
- Medical, Dental and Vision Plans Available
- 401k with Company Matching Program
- Virtual Staff Events
- Employee Assistance Plans
- Flexible Annual Leave
- 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.
