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Technology Support Manager

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Job ID: 7130

Updated: May 23, 2023

Location: Washington, DC, United States

Category: Information Technology

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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 management; restructurings; high-stakes litigation and trials; 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 3,500+ lawyers) operating from 19 offices across the United States, Europe and Asia, we are one of the largest law firms in the world and a top financial performer.

Essential Job Functions

The Technology Support Manager (TSM) is responsible for the delivery of superior technical services for their local Kirkland office and clients.  The TSM will be responsible for the management and overall coordination of the local Technology Support team.  He/She will report to the Regional Technology Support Associate Director and have reporting responsibilities to the local Senior Director of Administration (SDA) and local Service Delivery Lead (SDL) which includes: meeting regularly with the SDA and SDL, attending local office Operation meetings, local projects, resolving issues, and providing solutions to the SDA and SDL.  He/She will also be responsible for running successful new technology roll-outs and upgrades, ensuring top notch, seamless desk side and IT Service Desk support, along with working on local and firm wide projects. He or she will need to do all of the above in accordance with the firm wide IT Strategy, policies, procedures, standards and guidelines.  The TSM must be able to create basic troubleshooting documentation, along with detailed step-by-step instruction for his/her staff.  This individual must be able to formulate clear and effective communications, both in oral and written form, to local and firm wide technology teams, vendors, and individual users.  

The TSM will also need to interact effectively with attorneys, legal assistants and staff on a daily basis to better understand how they work, address issues and prevent future issues. Oversight and successful management of their local office is essential for the person in this role. Issues must be managed each day and system ticket tracking updated daily. The manager will work with local team leads within IT, other administration departments, along with firm wide teams on projects, new initiatives, and issue resolution.  He/She will be responsible for tracking local assets and keeping the Technology Support area clean, updated and organized.  The manager will be responsible for forecasting and managing their local IT budget, and will need to report budget variances each month.  

The IT Manager will have 5+ years IT management experience and the demonstrated ability to affectively lead IT team across multiple disciplines.  Strong technical background in Information Technology (i.e., professional experience) is a must in networking, applications support or development.  Candidates must possess excellent people and process management skills, along with excellent written and verbal communication skills.  Must be self-motivated and able to lead and inspire team while working well with others at all levels.

This position requires the individual to be in the office 100% of the time. 

Bachelor’s degree required; degree in computer sciences and/or further IT or focused graduate work a plus. 

Essential Functions: (This list is not exhaustive and may be supplemented and changed as necessary.)

  • Excellent judgment in assessing user issues; intermediate trouble-shooting methodology.
  • Ability to work for the best resolution either through own knowledge, documented resolution or proper and timely escalation.
  • Proficient in Windows 10 OS and core application suite; including the Microsoft Suite and various Kirkland applications.
  • Intermediate knowledge of Remote Computing; including Zoom, WebEx, Skype for Business, and Citrix.
  • Intermediate PC troubleshooting skills and assists other team members in troubleshooting and diagnosing issues.
  • Intermediate knowledge of iOS setup and troubleshooting.
  • Knowledge of networks including wireless experience.
  • Intermediate understanding and knowledge of Voice over IP (VOIP) telephone systems.
  • Demonstrates the willingness and ability to help other team members on difficult issues.
  • Develop and/or lead change management efforts across all phases of projects and initiatives to drive the Firm’s culture of continuous improvement.
  • Documents new findings, solutions, and processes.
  • Adheres to use of call ticketing system for each 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.
  • Participates in projects, tasks or issues to ensure they are completed.
  • Understanding of local office Conference Technology and procedures.

Qualifications & Requirements

Education, Work Experience, Skills:

  • Bachelor’s Degree or work equivalent. Computer Science or Technical qualification is a plus.
  • Minimum of 5 to 7 years of management experience in a professional services environment, law firm experience preferable.  
  • Minimum 2 - 3 years’ experience leading a team at supervisory level or above.
  • Strong Technical Background.
  • 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.
  • Proven change management skills. 
  • Excellent People skills and ability to work will all levels of staff.
  • Help Desk or Desk Side experience a plus.
  • Audio Visual experience a plus.

Technologies/Software:

Core Technologies:

  • Knowledge of desktop computing environment and troubleshooting techniques of hardware and software issues.
  • Knowledge and the ability to support Microsoft operating system, including networking component, hardware, peripheral devices.
  • Knowledge in remote meeting platforms including Zoom, WebEx and Skype for Business.
  • Knowledge of ticketing applications.

Current K&E Technologies:

  • Microsoft Windows
  • Microsoft Office Suite
  • iManage DeskSite and FileSite
  • Citrix /VPN
  • iPhones and Mobile Management Software
  • Polycom and Cisco Video Conference Systems
  • AirWatch
  • PeopleSoft
  • SCCM
  • Carpe Diem
  • Avaya
  • MFA
  • Zoom, Teams, WebEx, Skype for Business
  • ITSM Ticket Management System
  • Lenovo laptops and desktops

 

How to Apply

Thank you for your interest in Kirkland & Ellis LLP.  To complete an application and submit your resume, please click "Apply Now."

Equal Employment Opportunity

All employment decisions, including the recruiting, hiring, placement, training availability, promotion, compensation, evaluation, disciplinary actions, and termination of employment (if necessary) are made without regard to the employee’s race, color, creed, religion, sex, pregnancy or childbirth, personal appearance, family responsibilities, sexual orientation or preference, gender identity, political affiliation, source of income, place of residence, national or ethnic origin, ancestry, age, marital status, military veteran status, unfavorable discharge from military service, physical or mental disability, or on any other basis prohibited by applicable law.

Closing Statement

The www.kirkland.com job postings and recruiting mailbox are for candidates only. If you are a recruiter, search firm or employment agency, and do not have a signed contract with Kirkland & Ellis LLP ("K&E") and have not been asked specifically to submit candidates, you will not be compensated in any way for your referral of a candidate even if K&E hires the candidate. Direct contact with K&E employees in an attempt to present candidates is inappropriate and will be a factor in determining any future professional relationship with the Firm.