The Associate Director of Technology Support is responsible for the
delivery of superior technical services for the London office. This
person will report to the Director of Firmwide Technology Support and
have reporting responsibilities to the Director of End User Services
and the CIO. This person will also be responsible for overseeing new
technology rollouts and upgrades, ensuring seamless desk side support
is achieved by all teams within their region and/or firmwide. Other
responsibilities include developing, socializing, and assisting in
implementing the firm's overall firmwide technology support strategy
which includes a comprehensive end to end service delivery model for
providing world-class client support. This person will be responsible
to ensure their teams are adhering to and follow firmwide IT strategy,
policies, procedures, standards, and guidelines. This person will be
responsible for overseeing the creation of basic troubleshooting
documentation, along with detailed step-by-step instruction for
his/her organization. This individual must be able to formulate clear and effective communications, both in
oral and written form, to local and firmwide technology teams,
vendors, and individual users.
The person will also effectively
interact with attorneys and staff regularly to better
understand how they work, address issues, and prevent future issues.
This person will work with local
regional managers and associate directors along Conference Technology,
Business Development, Operations/General Services, Applications,
Security, and Architecture to ensure proper incident management
escalation and handling. They will also partner with Technology
Training and the Project Management Office to ensure that new
technologies for production release are effectively taught in advance
to support staff with ample time and ability for the team or team
members to use and assist with the new technology. This person will
oversee firmwide and local projects, new initiatives, and issue
resolution. They will be responsible for their local Technology
Support teams budget including forecasting and oversite and will be
responsible for reporting budget variances each month.
The Associate Director of Technology Support will have a high level
of proven experience in IT management 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.
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.
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 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 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
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,
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
iOS for iPhones and Mobile Management Software
Polycom and Cisco Video Conference Systems
AirWatch
PeopleSoft
SCCM
Carpe Diem
Avaya
MFA
Zoom, WebEx, Skype for Business
ITSM Ticket Management System
Lenovo laptops and desktops or other computer manufacturers
