Associate Director of Technology Support

TN United Kingdom; London; On-site; GBP 60,000 - 100,000

Job description

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Associate Director of Technology Support, London

Client:

Kirkland & Ellis LLP

Location:

London, United Kingdom

Job Category:

Other

EU work permit required:

Yes

Job Reference:

7dabdd5cd7eb

Job Views:

92

Posted:

14.03.2025

Expiry Date:

28.04.2025

Job Description:

Description

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 oversight 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 effectively lead IT teams across multiple disciplines. Strong technical background in Information Technology, with professional experience in networking, applications support, or development is a must. 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 a 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 troubleshooting methodology.
• Develop and manage Operating Level Agreements (OLAs) as well as client Service Level Agreements (SLAs) across the entire Technology Services organization with respect to technology support.
• Manage and oversee recruiting, hiring, performance, and professional skill development for the 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 assist 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 the call ticketing system for each incident, 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 with all levels of staff.
• Law Firm, managing a help desk or desk side 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
• Avaya
• MFA
• Zoom, WebEx, Skype for Business
• ITSM Ticket Management System
• Lenovo laptops and desktops or other computer manufacturers