Job ID: 5087
Updated: Jun 26, 2019
Location: Chicago, IL, United States
Category: Information Technology
About Kirkland & Ellis
Kirkland & Ellis LLP is a preeminent, full-service law firm with offices around the world and a staff as diverse as the practice areas we support. Our clients range from Fortune 100 companies to medium and small corporations, financial institutions, and private equity firms. Known for our commitment to excellence, Kirkland strives to provide superior service to our clients as well as our fellow employees. From Information Technology to Human Resources, Paralegal Services to Business Development, Kirkland offers non-attorney professionals challenging careers in a variety of functional areas. Whether starting or growing your career, Kirkland can offer a performance-driven culture filled with bright and innovative teams of co-workers.
Essential Job Functions
The Global IT Service Desk is responsible for providing premium, 24 hours a day, 7 days a week call center and email support to all Attorney’s, Paralegals and administrative personnel in regards to technology-related issues and requests. The purpose of the Service Desk Supervisor position is to provide general oversight that ensures best call coverage and quality of service through shift/call monitoring, best practices training, ticket handling and/or escalation assistance, coaching and operational instruction to Service Desk analysts.
The supervisor will oversee and manage the daily activities of the Service Desk functions, communicate management goals and objectives to the Service Desk staff, monitor the performance of Service Desk personnel and identify performance issues, oversee the performance evaluation process, conduct disciplinary actions, handle employee-related issues. The supervisor will also work with the leadership team to develop and supervise consistent application of departmental policies and procedures.
Qualifications & Requirements
In addition to demonstrating considerable experience in the areas of responsibility listed above, the successful candidate will demonstrate expertise in providing prompt, professional and courteous services on all customer requests, problems, and queries. The candidate must have excellent oral and written communication skills, must show strong interpersonal and customer service skills, and will have the ability to be process-oriented yet flexible. The candidate must be able to interact with individuals in all levels of the Firm’s business.
The Service Desk Supervisor position requires 2-5 years of experience supervising a customer support operation, including Service Desk and front-line support. Required technical background includes experience with Windows 10, Microsoft Office Suite, Citrix/VPN, HiPam and Active Directory. Hands-on experience with problem-ticket systems, SLAs, and problem escalation management is crucial. Familiarity with customer satisfaction metrics is important. The preferred candidate will be well versed in many technology disciplines and will have a BA/BS degree and technical certifications. Proven commensurate experience will be considered in lieu of a BA/BS degree and technical certifications.
Education, Work Experience, Skills
Current K&E Technologies
Certificates, Licensures, Registrations
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.
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