Technology Support Supervisor

1 week ago

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

About Kirkland & Ellis

Kirkland & Ellis is a leading global law firm that values collaboration, talent empowerment, service, inclusion, respect, and gratitude. Our people are our greatest asset, and we invest in the brightest talent to create dynamic teams that operate at the pinnacle of their field.

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.

Job Overview

The Technology Support Supervisor is responsible for supervising and developing Technology Support Analysts and serving as the primary contact for call escalation and issue resolution for the office's technology. This role will primarily provide support for the Kirkland & Ellis Hong Kong office, but may also cover Beijing and Shanghai when needed.

Key Responsibilities

  • Supervise and develop Technology Support Analysts to ensure excellent customer service and technical support.
  • Provide prompt, professional, and courteous services on all customer requests, problems, and queries.
  • Oversee the office's Conference Technology and team, including scheduling, setup, and monitoring.
  • Manage organizational development, including team development and strategic change programs.
  • Act as senior lead on the ground for customer escalations and resolutions during and outside working hours.
  • Fill in as additional Analyst when needed and lead the group by example.
  • Responsible for interviewing, hiring, teaching, monitoring, evaluating, and coaching staff under the direction of the manager.
  • Serve as an advocate for the local office on all IT initiatives, being the IT advocate for vendors and contractors.

Requirements

  • A bachelor's degree in Computer Science, Information Technology, or ICT.
  • 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.
  • Ability to communicate fluently in English, Cantonese, and Mandarin.
  • Ability to work with many different personalities in stressful situations remaining calm at all times.
  • Audio Visual experience is a plus.
  • Knowledge and the ability to support Microsoft operating system, including networking component, hardware, peripheral devices.
  • Knowledge and experience in conference center environment.

Technologies/Software

  • ServiceNow, Microsoft Windows, Microsoft Office Suite, iManage DeskSite and FileSite, Citrix/VPN, Zoom, WebEx, Skype for Business, Polycom and Cisco Video Conference Systems, AirWatch, PeopleSoft, Carpe Diem, Avaya, MFA, Remote Control Software including Bomgar, ITSM Ticket/, Asset Management System, Lenovo laptops and desktops, iPhone & iPads, Apple iOS & Apple Computers

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