Technology Support Supervisor

6 days ago

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

About Kirkland & Ellis LLP

Kirkland & Ellis LLP is a leading global law firm that serves a broad range of clients with market-leading practices in private equity, M&A, and other complex corporate transactions. We are united in our ambition and drive to move forward, and we share core values that help us achieve excellence: collaboration, talent empowerment, service, inclusion, respect, and gratitude.

Job Summary

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 will also cover Beijing and Shanghai when needed.

Key Responsibilities

  • Supervise and develop Technology Support Analysts to ensure they have the necessary skills and knowledge to provide excellent technical support.
  • Act as the primary contact for call escalation and issue resolution for the office's technology, providing prompt, professional, and courteous services to all customers.
  • Provide day-to-day support of PC hardware, software, and Conference Technology, including installing, diagnosing, repairing, maintaining, and upgrading of personal computers and related systems.
  • Have expertise in iPhones, iPads, and Apple iOS, as well as Microsoft operating systems, including networking components, hardware, and peripheral devices.
  • Oversee the office's Conference Technology and team, which includes scheduling, setup, and monitoring.
  • Develop and implement tactical plans to improve technical support services and ensure alignment with business objectives.
  • Collaborate with other technical teams to provide troubleshooting steps to aid in resolution of desktop computing issues.
  • Manage organizational development, including team development and strategic change programs.
  • Make decisions based on a mixture of seeking input from others, analyzing input, and using sound judgment.
  • Act as a senior lead on the ground for customer escalations and resolutions during and outside working hours.
  • Fill in as an 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 a related field.
  • 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 experience in conference center environments.

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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