Technology Support Team Lead

1 month ago

Hong Kong, Central and Western District, Hong Kong SAR China Kirkland & Ellis LLP Full time
About Kirkland & Ellis LLP

Kirkland & Ellis is a global law firm that serves a diverse range of clients with market-leading practices in corporate transactions, investment fund formation, and litigation. Our talented professionals are united in their ambition to excel in their field and make a meaningful impact on our clients' businesses.

Job Description: Technology Support Supervisor

The Technology Support Supervisor will be responsible for supervising and developing a team of Technology Support Analysts, providing primary contact for call escalation and issue resolution, and serving as an advocate for the local office on IT initiatives.

Key Responsibilities:
  • Team Leadership: Supervise and develop Technology Support Analysts, provide guidance and support to ensure team success.
  • Customer Service: Serve as the primary contact for customer inquiries, escalations, and issues, providing prompt, professional, and courteous service.
  • IT Advocacy: Advocate for the local office on all IT initiatives, collaborating with vendors and contractors to ensure effective implementation.
  • Day-to-Day Operations: Focus on the day-to-day operations of the office, working closely with functional operations leads to ensure seamless execution.

This role requires excellent communication skills, analytical thinking, and the ability to work effectively in high-pressure situations. The ideal candidate will have a strong understanding of PC hardware, software, and conference technology, as well as experience with Microsoft operating systems and various software applications.

Requirements:

To be successful in this role, you will need:

  • A bachelor's degree in Computer Science, Information Technology, or a related field.
  • Minimum 5-7 years of experience in a professional services environment, preferably in a law firm setting.
  • Minimum 2 years of experience leading a team at a supervisory level or above.
  • Excellent communication and interpersonal skills, with the ability to interact with individuals at all levels of the organization.
  • Strong analytical skills, with the ability to troubleshoot complex technical issues.
  • Experience with conference center environments, audiovisual equipment, and Polycom/Cisco video conference systems.
  • Knowledge of ServiceNow, Microsoft Windows, Microsoft Office Suite, iManage DeskSite, Citrix/VPN, Zoom, WebEx, Skype for Business, Polycom, Cisco Video Conference Systems, AirWatch, PeopleSoft, Carpe Diem, Avaya, MFA, Remote Control Software, ITSM Ticket, Asset Management System, Lenovo laptops and desktops, iPhone and iPads, Apple iOS and Apple Computers.

We offer a competitive salary and benefits package, including health insurance, retirement plan, paid time off, and professional development opportunities.

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