Technology Support Supervisor

at  Kirkland and Ellis

About Kirkland & Ellis
At Kirkland & Ellis, we are united in our ambition and drive to move forward. We share core values that help us achieve excellence: collaboration, talent empowerment, service, inclusion, respect and gratitude. Our people are our greatest asset, and we invest in the brightest talent and encourage a diversity of perspectives and strengths to create dynamic teams that operate at the pinnacle of their field. Our talented professionals show up every day knowing they will engage in meaningful work, continuous learning and professional development.
As one of the world’s leading law firms, we serve a broad range of clients with market-leading practices in private equity, M&A and other complex corporate transactions; investment fund formation and alternative asset management; restructurings; high-stakes commercial and intellectual property litigation; and government, regulatory and internal investigations. We handle the most complicated and sophisticated legal matters because we don’t just meet industry standards, we create them. We bring innovation and entrepreneurialism to every engagement and, as a result, have long-standing client relationships with leading global corporations and financial sponsors. With 6,500 employees (including more than 3,500 lawyers) operating from 21 offices across the United States, Europe, the Middle East and Asia, we are one of the largest law firms in the world and a top financial performer.
Essential Job Functions
The Technology Support Supervisor is responsible for supervising and developing Technology Support Analysts and serves as the primary contact for call escalation and issue resolution. The Supervisor will also take customer questions, compliments and complaints. This role will provide support across all Kirkland & Ellis offices. The Technology Support group is a 24/7 support operation, and this position is responsible for ensuring there is proper coverage at all times. Individual must also be available after-hours and weekends when urgent issues arise. The individual will be responsible to work or rotate to work monthly maintenance windows as required.
They are responsible for day-to-day support of PC hardware, software and Conference Technology. This includes installing, diagnosing, repairing, maintaining, and upgrading of personal computers and related systems. He/she should have expertise in iPhones, iPads and Apple iOS. There may be some physical lifting required for computers and networking equipment. The candidate must have strong analytical skills and the ability to operate in extreme high-pressure situations, successfully handle multiple priorities and possess a high level of discipline while remaining flexible.
In addition to demonstrating considerable experience in the areas of responsibility listed above, the successful candidate will demonstrate expertise in providing prompt, professional and courteous services on all customer requests, problems, and queries. The candidate will also oversee the office’s conference technology, which includes scheduling, setup and monitoring. The candidate must have excellent oral and written communication skills, must show strong interpersonal and customer service skills, and be process oriented. The candidate must be able to interact with individuals at all levels of the business including the Firm’s clients. He or she must be able to work well with other technical teams to provide troubleshooting steps to aid in resolution of desktop computing issues.
This position requires the individual to be in the office 100% of the time.

JOB RESPONSIBILITIES & CORE SKILLS (This list is not exhaustive and may be supplemented and change as necessary.)

• Excellent communication skills is able to develop tactical plans with frequent oversight by supervisor level or higher.
• Effective business writing, articulation of information and answers in team and customer meetings and delivery of prepared presentations.
• Is able to create and deliver performance reviews, improvement plans and career plans with manager supervision.
• Has developed active listening skill & speaks with the customer in mind.
• Excellent interpersonal skills, brings conflicts & disagreements into the open and attempts to resolve them collaboratively.
• Able to adapt team to business conditions & provides input on personnel decisions.
• Plans within standardized frameworks and models & fully supports change programs.
• Proactively seeks information and lessons learned from others to identify roadblocks.
• Managing organizational development, including team development and strategic change programs.
• Recognized as a positive & motivational leader for the team and organization.
• Has good decision-making skills, based upon mixture of seeking input from others, analyzing input & using sound judgment.
• Excellent judgment in assessing user issues; Expert level trouble-shooting methodology.
• Acts as senior lead on the ground for customer escalations & resolutions during & outside working hours.
• Ability to work to the best resolution either through own knowledge or proper, timely escalation.
• Proficiency in OS and core application suite; including the Microsoft Suite and various Kirkland applications.
• Proficiency in Remote Computing and Citrix experience.
• Understand and able to assist with various video conferencing technologies.
• Proficient with Zoom, WebEx, Skype for Business and other video conference platforms.
• Excellent PC troubleshooting skills.
• Vast experience with iOS setup and troubleshooting.
• Intermediate Networking including wireless experience.
• Good understanding and knowledge of Voice over IP (VOIP) telephone systems.
• Demonstrates the willingness and ability to help other team members on difficult issues.
• Documents new findings/solutions.
• Adheres to use of call ticketing system for each and every incident (e.g. request, issues, etc.).
• Understands and follows ticket ownership guidelines and system usage.
• Solid ability to research information through internal and external sources.
• Adheres to written procedures, checklists and all quality control associated with project rollouts.
• Oversee Technology Support procedures and staff.
• Implements and monitors call intake and referral process.
• Trains Call Analysts on procedures and coaches them on customer service and technical skills.
• Fills in as additional Call Analyst when needed and leads the group by example.
• Maintains Call Analysts’ work and on-call schedules along with the manager.
• Resolves ticket management and referral issues.
• Verifies that consistent data entry and complete problem descriptions are included in all tickets.
• Coordinates follow up calls to customers after resolution to confirm the issues were resolved to their satisfaction
• Responsible for interviewing, hiring, teaching, monitoring, evaluating and coaching staff under the direction of the manager.
• Handles disciplinary action including verbal and written warnings, performance improvement plans and terminations under the direction of the manager.
• Provides management reports on Technology Support operations and issues regarding the firm’s customer base.
• Expertise in working issue through to best resolution either through own knowledge or proper, timely escalation.
• Understands and assists in problem management process.
• Serves as an advocate for the local office on all IT initiatives, being the IT advocate for vendors and contractors.
• Focuses on the day-to-day operations of the office, working in concert with the office’s functional operations leads.

Qualifications & Requirements

EDUCATION, WORK EXPERIENCE, SKILLS

• Education, Degree level or equivalent, Computer Science or Technical qualification
• Minimum 5 to 7 years of experience in a professional services environment, law firm experience preferable.
• Minimum 2 years’ experience leading a team at supervisory level or above.
• A+ and/or Microsoft certification are desirable.
• Strong verbal, and written communication skills.
• Must be able to demonstrate strong interpersonal and customer service skills and will have the ability to be process-oriented yet flexible.
• Audio Visual experience a plus.

• Excellent communication skills is able to develop tactical plans with frequent oversight by supervisor level or higher.
• Effective business writing, articulation of information and answers in team and customer meetings and delivery of prepared presentations.
• Is able to create and deliver performance reviews, improvement plans and career plans with manager supervision.
• Has developed active listening skill & speaks with the customer in mind.
• Excellent interpersonal skills, brings conflicts & disagreements into the open and attempts to resolve them collaboratively.
• Able to adapt team to business conditions & provides input on personnel decisions.
• Plans within standardized frameworks and models & fully supports change programs.
• Proactively seeks information and lessons learned from others to identify roadblocks.
• Managing organizational development, including team development and strategic change programs.
• Recognized as a positive & motivational leader for the team and organization.
• Has good decision-making skills, based upon mixture of seeking input from others, analyzing input & using sound judgment.
• Excellent judgment in assessing user issues; Expert level trouble-shooting methodology.
• Acts as senior lead on the ground for customer escalations & resolutions during & outside working hours.
• Ability to work to the best resolution either through own knowledge or proper, timely escalation.
• Proficiency in OS and core application suite; including the Microsoft Suite and various Kirkland applications.
• Proficiency in Remote Computing and Citrix experience.
• Understand and able to assist with various video conferencing technologies.
• Proficient with Zoom, WebEx, Skype for Business and other video conference platforms.
• Excellent PC troubleshooting skills.
• Vast experience with iOS setup and troubleshooting.
• Intermediate Networking including wireless experience.
• Good understanding and knowledge of Voice over IP (VOIP) telephone systems.
• Demonstrates the willingness and ability to help other team members on difficult issues.
• Documents new findings/solutions.
• Adheres to use of call ticketing system for each and every incident (e.g. request, issues, etc.).
• Understands and follows ticket ownership guidelines and system usage.
• Solid ability to research information through internal and external sources.
• Adheres to written procedures, checklists and all quality control associated with project rollouts.
• Oversee Technology Support procedures and staff.
• Implements and monitors call intake and referral process.
• Trains Call Analysts on procedures and coaches them on customer service and technical skills.
• Fills in as additional Call Analyst when needed and leads the group by example.
• Maintains Call Analysts’ work and on-call schedules along with the manager.
• Resolves ticket management and referral issues.
• Verifies that consistent data entry and complete problem descriptions are included in all tickets.
• Coordinates follow up calls to customers after resolution to confirm the issues were resolved to their satisfaction
• Responsible for interviewing, hiring, teaching, monitoring, evaluating and coaching staff under the direction of the manager.
• Handles disciplinary action including verbal and written warnings, performance improvement plans and terminations under the direction of the manager.
• Provides management reports on Technology Support operations and issues regarding the firm’s customer base.
• Expertise in working issue through to best resolution either through own knowledge or proper, timely escalation.
• Understands and assists in problem management process.
• Serves as an advocate for the local office on all IT initiatives, being the IT advocate for vendors and contractors.
• Focuses on the day-to-day operations of the office, working in concert with the office’s functional operations leads