Supervisor, Salesforce Admin and Tech Support - Modern Family Law

Modern Family Law, a boutique law firm that specializes in Family Law, is looking for a compassionate, innovative, and respected Supervisor, Salesforce Admin and Tech Support to work within our IT department in our Denver location. Modern Family Law offers dynamic compensation, a wide array of benefit selections, and a culture built on family.

To be successful in this role, the incumbent in this position would be expected to do the following:

Team Leadership and Management:

• Supervise a team of two helpdesk employees, overseeing daily operations and ensuring high levels of customer service.
• Train, coach, and mentor helpdesk staff, promoting continuous improvement and development.
• Conduct regular performance reviews and manage staff scheduling to ensure adequate coverage.

Technical Support and Troubleshooting:

• Provide advanced technical support and guidance on SaaS applications, including Salesforce, Zoom, NetDocuments, HubSpot, and O365.
• Develop troubleshooting protocols for common issues, ensuring the helpdesk team is proficient in resolving them.
• Oversee the resolution of escalated technical issues, ensuring timely and effective responses.

Salesforce Administration:

• Configure and customize Salesforce to meet business needs, including building and managing Lightning apps, custom objects, fields, formula fields, triggers, and validation rules.
• Create and manage Salesforce Flows that automate business logic and integrate various features.
• Maintain the Salesforce platform, ensuring optimal usability and minimal disruption for end-users, including attorneys, paralegals, and operations professionals.
• Collaborate with cross-functional teams (Sales, Marketing, Finance) to understand their technical requirements and implement IT solutions.

Systems Management:

• Monitor the performance of SaaS applications, ensuring optimal usability.
• Ensure compliance with IT security policies and practices across all systems.
• Work with vendors and service providers to resolve system issues or outages.

User Training and Support:

• Develop and deliver training programs to enhance users’ understanding of systems like Salesforce and Zoom.
• Create and maintain documentation, including FAQs, instructional guides, and troubleshooting tips.
• Manage the helpdesk ticketing system, ensuring all issues are logged, tracked, and resolved efficiently.

Project Management:

• Lead and manage IT projects, including upgrades, migrations, or new technology implementations.
• Oversee Salesforce-related projects, working with developers to create and maintain custom solutions (Apex, Visualforce, and Lightning Components).
• Stay updated with Salesforce platform upgrades, new features, and best practices.

Reporting and Analytics:

• Generate analytics on helpdesk performance, identifying trends and areas for improvement.
• Prepare reports detailing helpdesk activity, system performance, and Salesforce usage.

Other duties and projects as assigned.

Position Requirements:

• Minimum of an associate’s degree in information technology, Computer Science, or related field.
• Minimum of 3 years of hands-on experience in Salesforce Administration and helpdesk leadership.
• Strong understanding of SaaS platforms (Salesforce, Zoom, NetDocuments, HubSpot, O365).
• Experience writing database queries using SOQL/SOSL, Apex, and managing Salesforce integrations.
• Salesforce Administrator certification is required; additional certifications (Advanced Administrator, Platform App Builder) are a plus.
• Strong leadership skills with experience managing a team.
• High-level knowledge of the Microsoft Suite (Word, Excel, PowerPoint), Zoom Conferencing, and helpdesk software.

Skills and Competencies:

• Strong problem-solving, communication, and interpersonal skills.
• Ability to multitask and work under pressure to meet deadlines.
• Flexibility in responding to shifting demands.
• Excellent client service skills, with a proactive approach to managing multiple projects simultaneously.
• Knowledge of Salesforce security models (profiles, roles, sharing rules).

Preferred Qualifications:

• Additional Salesforce certifications.
• Experience as a business analyst and working with HubSpot.

ADA Compliance: All candidates and incumbents are expected to perform the duties as assigned so long as they can meet the expectations set forth with or without reasonable accommodations. Should a candidate or incumbent require accommodation, they need to advise the Director of People Operations in advance. 

Compensation Range: $75,000.00 to $95,000.00

This range is a reasonably reliable estimate of the base salary that this individual is expected receive.  Actual pay will be adjusted based on experience, location, billable hour expectations, and other job-related factors permitted by law.  Full time employees may be eligible for a health insurance with an optional HSA, short term disability, long term disability, dental insurance, vision care, life insurance, Healthcare and Dependent Care Flexible Spending Accounts, 401K, vacation, sick time, and an employee assistance program. 

Additional voluntary programs include voluntary accident insurance, voluntary life, voluntary disability, voluntary long-term care, voluntary critical illness and cancer insurance and pet insurance.  Commuter and Transit programs may also be available in certain markets.

Pursuant to the local Fair Change Ordinance, we will consider for employment qualified applicants with arrest and conviction records. Modern Family Law is committed to diversity and inclusion in the workplace. Individuals seeking employment at MFL are considered without regards to race, color, religion, sex, sexual orientation, gender