Technology Support Manager

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 3,500 lawyers) operating from 20 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 Manager (TSM) is tasked with delivering exceptional technical services to the Kirkland office and its clients. While based in the Houston office, the TSM will oversee and coordinate the Technology Support teams across the Austin, Dallas, and Houston offices. Reporting directly to the Director of Firmwide Technology Support, this role also involves regular collaboration with the local Senior Director of Administration (SDA) and the IT Service Delivery Lead (SDL). Key duties include participating in local Operations meetings, resolving technical issues, managing local projects, and providing solutions in alignment with the needs of the SDA and SDL.

The TSM will lead the implementation of new technology rollouts and upgrades, ensuring seamless deskside support within the region and firmwide. Additional responsibilities include contributing to the development and execution of the firm’s comprehensive technology support strategy, ensuring adherence to firmwide IT policies, procedures, standards, and guidelines. The role also requires overseeing the creation of troubleshooting documentation and detailed instructions for the support teams.

Superior communication skills, both written and verbal, are essential as the TSM will interact regularly with technology teams, firm leadership, vendors, and users. The TSM should have a proven ability to operate in a fast-paced environment, interact with C-Level leadership, and serve as the main point of contact for technology for the VIPs within the Texas offices.

Regular interaction with attorneys and staff to understand their needs, address issues, and prevent future problems is crucial. The TSM will work closely with local, regional, and firmwide teams to ensure effective incident management, escalation, and ticket handling. Collaboration with the Technology Training and Project Management Office teams is also necessary to ensure new technologies are properly taught to support staff, allowing adequate time for team members to become proficient with the new systems.

The TSM will oversee both firmwide and local projects, new initiatives, and issue resolution, as well as manage the local Technology Support teams' budget, including ordering, forecasting, and reporting monthly budget variances.

• The position requires travel to various offices as needed.
• Minimum of 6+ years of IT management experience with a proven ability to lead IT teams across multiple disciplines and locations.
• Strong technical background in Information Technology, with professional experience in networking, application support, or development.
• Excellent people and process management skills, along with outstanding written and verbal communication abilities.
• Must be self-motivated, capable of leading and inspiring teams, and able to work effectively with individuals at all levels.
• This role requires the individual to be in the office 100% of the time.
• A bachelor’s degree or equivalent work experience is required; a degree in computer science or further IT-related graduate work is preferred.

ESSENTIAL FUNCTIONS (This list is not exhaustive and may be supplemented and changed as necessary.)

• Excellent judgment in assessing user issues; along with intermediate trouble-shooting methodology.
• Develop and manage Operating Level Agreements (OLA’s) as well as client Service Level Agreements (SLA's) across entire Technology Services organization with respect to technology support.
• Manage and oversight of recruiting, hiring, performance, and professional skill development for entire their Technology Support organization.
• Ability to work for the best resolution either through own knowledge, documented resolution, or proper and timely escalation.
• Proficient in Windows 10/11 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.
• Documents new findings, solutions, and processes.
• Define and implement the processes that drive the Service Delivery in accordance with ITIL best practices.
• 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.
• A high level of proven management experience in a professional services environment, law firm experience preferable.  
• A high level of proven experience leading Firmwide organizations.
• 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.
• Excellent People skills and ability to work will all levels of staff.
• Law Firm, managing a 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, Suite, and 365 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
• M365
• iManage DeskSite and FileSite
• Citrix /VPN
• iOS for iPhones, iPads and
• Mobile Management applications - InTune / AirWatch
• Polycom and Cisco Video Conference Systems
• Bomgar
• PeopleSoft
• SCCM
• Carpe Diem
• Avaya
• SCCM
• MFA
• Zoom and WebEx
• Microsoft Teams
• ITSM Ticket Management System – Service Now
• HP, Lenovo, MacBook laptops and desktops
• 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. #LI-LW1 #LI-Onsite