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.
Position Overview
The Technology Support Supervisor is responsible for supervising and
developing Technology Support Analysts and serves as the primary
contact for call escalation and issue resolution for the office's
technology. The Supervisor will also take customer questions,
compliments, and complaints. This role will primarily provide support
for the Kirkland & Ellis Hong Kong office, but to also cover
Beijing and Shanghai when needed. Individuals must also be available
after-hours and weekends when urgent issues arise. The individual will
be responsible to work, schedule or rotate to work monthly maintenance
windows as required.
This person will be responsible for day-to-day support of PC
hardware, software and Conference Technology. This includes
installing, diagnosing, repairing, maintaining, and upgrading of
personal computers and related systems. He/she should have expertise
in iPhones, iPads and Apple iOS. The candidate must have strong
analytical skills and the ability to operate in extreme high pressure
situations, successfully handle multiple priorities and possess a high
level of discipline while remaining flexible.
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 will also
oversee the office's Conference Technology and team, which includes
scheduling, setup and monitoring. The candidate must have excellent
oral and written communication skills, must show strong interpersonal
and customer service skills, and be process-oriented. The candidate
must be able to interact with individuals at all levels of the
business including the Firm's clients. He or she must be able to work
well with other technical teams to provide troubleshooting steps to
aid in resolution of desktop computing issues.
Job Responsibilities (This list is not exhaustive and
may be supplemented and changed as necessary.)
Excellent communication skills, able to develop tactical plans
with frequent oversight by supervisor level or higher.
Effective business writing, articulation of information and
answers in team and customer meetings and delivery of prepared presentations.
Create and deliver performance reviews, improvement plans and
career plans with manager supervision.
Adapt team to business conditions & provides input on
personnel decisions.
Managing organizational development, including team development
and strategic change programs.
Has good decision making skills, based upon mixture of seeking
input from others, analyzing input & using sound judgment.
Act as senior lead on the ground for customer escalations &
resolutions during & outside working hours.
Excellent PC troubleshooting skills.
Fill in as additional Analyst when needed and leads 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.
Focus on the day-to-day operations of the office, working in
concert with the office's functional operations leads.
Qualifications
Education, Work Experience, Skills
A bachelor's degree in Computer Science / Information Technology / ICT.
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 the ability to support Microsoft operating system,
including networking component, hardware, peripheral devices.
Knowledge and experience in conference center environment.
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
