Technology Support Supervisor

About the role

Lead daily support operations: Oversee Technology Support procedures, call intake, referral processes, ticket management, and issue follow-through to help ensure prompt, complete, and high-quality service.

Coach and develop the team: Train Technology Support Analysts on procedures, customer service, and technical skills; support performance reviews, development plans, improvement plans, hiring, coaching, and other people-leadership responsibilities under manager direction.

Serve as an escalation resource: Act as a point of contact for customer escalations and resolutions during and outside working hours, using strong judgment, troubleshooting methodology, and timely escalation when needed.

Deliver hands-on technical support: Install, diagnose, repair, maintain, and upgrade PC hardware, software, related systems, mobile devices, Apple iOS, and office technology, including support for iPhones, iPads, and Apple computers.

Support conference and collaboration technology: Oversee conference technology scheduling, setup, monitoring, and troubleshooting, including Zoom, Microsoft Teams, Cisco video conference systems, and other video conferencing platforms.

Maintain service quality and documentation: Ensure accurate ticket ownership, consistent data entry, complete problem descriptions, customer follow-up after resolution, documented solutions, and adherence to procedures, checklists, and quality controls.

Partner across teams and offices: Work with other technical teams to troubleshoot desktop computing issues, advocate for the local office on IT initiatives, and collaborate with office operations leads, vendors, and contractors.

Support coverage and continuity: Maintain team work and on-call schedules with the manager, fill in as an additional Technology Support Analyst when needed, and help ensure proper coverage for a 24/7 support operation.

Responsibilities

• Oversee Technology Support procedures, call intake, referral processes, ticket management, and issue follow-through to help ensure prompt, complete, and high-quality service.
• Train Technology Support Analysts on procedures, customer service, and technical skills; support performance reviews, development plans, improvement plans, hiring, coaching, and other people-leadership responsibilities under manager direction.
• Act as a point of contact for customer escalations and resolutions during and outside working hours, using strong judgment, troubleshooting methodology, and timely escalation when needed.
• Install, diagnose, repair, maintain, and upgrade PC hardware, software, related systems, mobile devices, Apple iOS, and office technology, including support for iPhones, iPads, and Apple computers.
• Oversee conference technology scheduling, setup, monitoring, and troubleshooting, including Zoom, Microsoft Teams, Cisco video conference systems, and other video conferencing platforms.
• Ensure accurate ticket ownership, consistent data entry, complete problem descriptions, customer follow-up after resolution, documented solutions, and adherence to procedures, checklists, and quality controls.
• Work with other technical teams to troubleshoot desktop computing issues, advocate for the local office on IT initiatives, and collaborate with office operations leads, vendors, and contractors.
• Maintain team work and on-call schedules with the manager, fill in as an additional Technology Support Analyst when needed, and help ensure proper coverage for a 24/7 support operation.

Requirements

Education and certifications: A degree-level education or equivalent experience, ideally in Computer Science or a technical field; A+ and/or Microsoft certification is desirable.

Professional experience: 5–7 years of experience in a professional services environment, with law firm experience preferred, plus at least 2 years of supervisory-level team leadership experience.

Technical depth: Strong knowledge of desktop computing environments, hardware and software troubleshooting, Microsoft operating systems, networking components, peripheral devices, remote computing, Citrix, Virtual Private Network (VPN), and intermediate networking, including wireless support.

Core technology knowledge: Experience with tools and platforms such as Microsoft Windows 11, Microsoft Office 365, iManage Work, Intune, ServiceNow, Bomgar remote control software, Lenovo and HP laptops and desktops, iPhones, iPads, Apple iOS, Apple computers, Avaya, Multi-Factor Authentication (MFA), and Voice over Internet Protocol (VoIP) telephone systems.

Client service mindset: Strong interpersonal, customer service, verbal communication, and written communication skills, with the ability to support individuals at all levels of the business, including firm clients.

Leadership and judgment: The ability to motivate a team, manage conflict, adapt to changing business needs, make sound decisions, and remain flexible while supporting high standards of service and accountability.

Problem-solving approach: Strong analytical skills, expert-level troubleshooting methods, the ability to manage multiple priorities, and the discipline to operate effectively in high-pressure situations.

Conference and office technology experience: Knowledge of conference center environments and audio visual technology is a plus, along with the ability to support video conferencing and office technology needs.

Qualifications

Education and certifications: A degree-level education or equivalent experience, ideally in Computer Science or a technical field; A+ and/or Microsoft certification is desirable.

Professional experience: 5–7 years of experience in a professional services environment, with law firm experience preferred, plus at least 2 years of supervisory-level team leadership experience.

Technical depth: Strong knowledge of desktop computing environments, hardware and software troubleshooting, Microsoft operating systems, networking components, peripheral devices, remote computing, Citrix, Virtual Private Network (VPN), and intermediate networking, including wireless support.

Core technology knowledge: Experience with tools and platforms such as Microsoft Windows 11, Microsoft Office 365, iManage Work, Intune, ServiceNow, Bomgar remote control software, Lenovo and HP laptops and desktops, iPhones, iPads, Apple iOS, Apple computers, Avaya, Multi-Factor Authentication (MFA), and Voice over Internet Protocol (VoIP) telephone systems.

Client service mindset: Strong interpersonal, customer service, verbal communication, and written communication skills, with the ability to support individuals at all levels of the business, including firm clients.

Leadership and judgment: The ability to motivate a team, manage conflict, adapt to changing business needs, make sound decisions, and remain flexible while supporting high standards of service and accountability.

Problem-solving approach: Strong analytical skills, expert-level troubleshooting methods, the ability to manage multiple priorities, and the discipline to operate effectively in high-pressure situations.

Conference and office technology experience: Knowledge of conference center environments and audio visual technology is a plus, along with the ability to support video conferencing and office technology needs.

Skills

Education and certifications: A degree-level education or equivalent experience, ideally in Computer Science or a technical field; A+ and/or Microsoft certification is desirable.

Professional experience: 5–7 years of experience in a professional services environment, with law firm experience preferred, plus at least 2 years of supervisory-level team leadership experience.

Technical depth: Strong knowledge of desktop computing environments, hardware and software troubleshooting, Microsoft operating systems, networking components, peripheral devices, remote computing, Citrix, Virtual Private Network (VPN), and intermediate networking, including wireless support.

Core technology knowledge: Experience with tools and platforms such as Microsoft Windows 11, Microsoft Office 365, iManage Work, Intune, ServiceNow, Bomgar remote control software, Lenovo and HP laptops and desktops, iPhones, iPads, Apple iOS, Apple computers, Avaya, Multi-Factor Authentication (MFA), and Voice over Internet Protocol (VoIP) telephone systems.

Client service mindset: Strong interpersonal, customer service, verbal communication, and written communication skills, with the ability to support individuals at all levels of the business, including firm clients.

Leadership and judgment: The ability to motivate a team, manage conflict, adapt to changing business needs, make sound decisions, and remain flexible while supporting high standards of service and accountability.

Problem-solving approach: Strong analytical skills, expert-level troubleshooting methods, the ability to manage multiple priorities, and the discipline to operate effectively in high-pressure situations.

Conference and office technology experience: Knowledge of conference center environments and audio visual technology is a plus, along with the ability to support video conferencing and office technology needs.

Benefits

At Kirkland & Ellis, we offer competitive benefits packages to support our employees' health, financial security, and overall well-being. These benefits include:

• Health insurance options
• Paid time off
• Retirement savings plans
• Flexible work arrangements
• Professional development opportunities
• Employee assistance programs

Pay

The salary range for this position is $80,000 - $120,000 annually, depending on experience and qualifications.

Schedule

This position is based 100% in the office and may require occasional travel, after-hours support, weekend support for urgent issues, and participation in monthly maintenance windows as needed. The Schedule For This Position Is Monday through Friday from 9:00 am – 5:00 pm.

Contact

To apply, please click "Apply Now" and submit your resume. Thank you for your interest in Kirkland & Ellis LLP. 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.