Associate Director of Technology Support

3 weeks ago

London, Greater London, United Kingdom Kirkland & Ellis LLP Full time

Job Summary

The Associate Director of Technology Support will be responsible for delivering superior technical services to the London office. This individual will report to the Director of Firmwide Technology Support and have reporting responsibilities to the Director of End User Services and the CIO.

Key Responsibilities

  • Oversee the delivery of technical services to the London office.
  • Develop and manage Operating Level Agreements (OLAs) and client Service Level Agreements (SLAs) across the Technology Services organization.
  • Manage the recruiting, hiring, performance, and professional skill development for the Technology Support organization.
  • Provide technical support and assistance to users, including troubleshooting and resolving hardware and software issues.
  • Collaborate with local regional managers and associate directors to ensure proper incident management escalation and handling.
  • Work with Technology Training and the Project Management Office to ensure that new technologies are effectively taught to support staff.
  • Oversee firmwide and local projects, new initiatives, and issue resolution.
  • Manage the Technology Support teams' budget, including forecasting and oversight, and report budget variances each month.

Qualifications

  • Bachelor's Degree or work equivalent, with a strong technical background in Information Technology.
  • High level of proven management experience in a professional services environment, preferably in a law firm.
  • Strong technical background, with excellent people and process management skills, and excellent written and verbal communication skills.
  • Ability to lead and inspire teams, with excellent interpersonal and customer service skills.

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