I9 Help Desk Manager

Job Description About the Role: Fragomen’s Help Desk Manager position will provide you with the opportunity to make an immediate impact on our business, as well as offering training, development, and long-term growth opportunities. Providing world class client service and industry leading technology solutions, to support our clients. As a subject matter expert (SME) in I-9 Employment Eligibility, E-Verify, and Fragomen’s WorkRight US I-9 technology. You will work in an exciting, dynamic, and challenging atmosphere with people who are passionate about Fragomen, and our technology solutions. Fragomen’s WorkRight US I-9 technology is the first and preeminent I-9 SaaS and fully managed solution in the industry. Our product is continuously updated and optimized to be flexible and allow clients automate, streamline, and improve the compliance of their I-9 programs. In this opportunity, you will work with a group of smart, motivated, and diverse individuals to learn new skills and gain knowledge surrounding I-9 management and compliance. How will you make a difference as a Help Desk at Fragomen? Act as a supervisor to the Help Desk/Managed Services team Ensure new employees are properly trained and directly or indirectly supervise staff, providing mentoring, coaching, and performance management. Collaborate with the WorkRight US I-9 leadership team to continuously aspire to offer a superior product and service to our clients. Demonstrate excellence in managing escalated complex I-9 cases and ensuring team's work output is accurate and timely by prioritizing cases and monitoring workload. Provide direction to the team using extensive knowledge of I-9 processing and I-9 case matters. Serve as a liaison between the Fragomen Help Desk team, WorkRight internal teams, and the client. Strengthen and maintain strong relationships with key stakeholders in client accounts, contribute to client meetings and assist with the successful delivery of the team’s output of work. Proactively address client escalations, lead high touch calls, and provide accurate and relevant client service metrics when needed. Perform a wide range of varied case related duties requiring specialized knowledge and skills in I-9 processing. Collaborate with extended team to perform intake of I-9s, reports management and troubleshooting issues. Communicate regularly with clients and employees regarding I-9 procedural and processing issues. Oversee and manage status of I-9 cases through utilization of our ServiceNow case management system. Be fluent with I-9 management and other reporting tools and technologies used to manage data and information. Engage, collaborate, and share knowledge with teams locally and regionally to ensure best practices. Ensure self and team follow documented firm standards and policy to mitigate risk and ensure regulatory, operational and client compliance (e.g., complete mandatory training such as Data Privacy, follow Client Protocols, etc.). Leverage your valuable skills and experience to make an impact at Fragomen: Bachelor’s degree preferred At least 7 years of experience within the I-9- space Supervisory or managerial experience Possess strong knowledge of I-9 procedural requirements and client processes. A client service mindset, attention to detail and desire to achieve a high level of productivity Experience using various computer systems, including Microsoft suite, ServiceNow, etc. Ability to multi-task in a fast-paced environment with competing demands Excellent written and verbal communication skills, including the ability to proofread documents, draft fluent prose, and avoid grammatical mistakes without the aid of AI engines Ability to contribute to positive work environment, effectively collaborate and promote teamwork All offers and/or employment contracts are contingent upon the successful completion of the Firm’s pre-employment screening process. This process may include verifying the candidate’s identity, confirming legal authorization to work in the offered position’s location, and conducting a comprehensive background check, where permitted by local regulations. We use limited AI‑assisted tools for administrative screening purposes only - never for decision‑making. All hiring decisions are made by people. Applicants may have rights to information and explanations regarding the use of such tools, or request human review, as required by applicable regional laws. Fragomen is the leading global immigration law firm with more than 6,000 professionals in nearly 70 offices across the Americas, EMEA and Asia Pacific, delivering services in over 170 countries. Ranked on both the Am Law 100 and Am Law Global 100, the firm is widely recognized for its leadership in immigration law and commitment to fostering a culture where diverse attorneys thrive and all individuals have equal opportunities to succeed. Fragomen helps corporations and individuals navigate the complexities of global mobility and provides end-to-end support across the immigration lifecycle, from strategic planning and policy design to compliance, government investigations, litigation and more. The firm combines legal acumen and advanced digital capabilities to simplify global mobility and deliver smarter, faster and more adaptive solutions via a suite of technology brands—including Nomadic, its business travel platform that enables real-time compliance, WorkRight, its multi-jurisdictional employment verification software and Simple Citizen, a digital solution designed to streamline the pathway to US citizenship. With a global presence, multidisciplinary approach and investment in technology, Fragomen is uniquely positioned to address today’s immigration challenges and shape the future of workforce mobility. Fragomen is committed to promoting diversity, inclusion and equal opportunity for all employees and applicants, regardless of race, ethnicity, heritage, gender, age, religion, disability, sexual orientation, gender identity or intersex status. At Fragomen, we do meaningful and impactful work for our clients and put a focus on our Responsible Business Practices: #LifeAtFragomen: We drive innovation and change. We respect colleagues, embrace diversity, and empower others. #FragomenForward: At Fragomen, pursuing an equal, diverse, and inclusive workforce goes beyond a policy. It’s part of our DNA—and always has been. Year after year, we are recognized as leaders in diversity in our industry. Giving Back. We have a deep history of giving back to the communities where we live and work—and we continue that mission today. Serving the less fortunate by providing advice and community support where it is most needed allows us to help immigrants secure a better future for themselves and their families. Corporate Social Responsibility. We believe there is more to success in business than generating profit—we want to do well by doing good. We are committed to considering the impact that our business decisions have on our people, our planet, the communities in which we work and our clients. Sustainability. Fragomen is focused on sustainability in our business operations and practices—and we know there is much work to be done, with countless opportunities available to minimize our impact on the environment Well-being. We are committed to implementing firmwide initiatives that support the health and wellness of our people, including programs to address work-life balance and benefits that cover a wide range of well-being needs of all employees. Our #FragomenWorks program provides the ability to be successful at home or in the office, via Hybrid & Remote work arrangements. Our Feedback Works process includes three managerial check-ins per year to help you progress in your career. Unique learning programs like: Fragomen Academy, Leadership Academy, Practical Management Academy, and Regional Development Conferences.