Director of Technology Operations

1 month ago

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

Job Summary

The Associate Director of Technology Support is a key member of the Technology Services team at Kirkland & Ellis LLP. This role is responsible for delivering superior technical services to the London office, ensuring seamless desk-side support across teams, and overseeing new technology rollouts and upgrades.

Key Responsibilities

  • Develop and implement the firm's technology support strategy, including a comprehensive end-to-end service delivery model.
  • Manage and oversee the Technology Support organization, including recruiting, hiring, performance, and professional skill development.
  • Ensure adherence to firmwide IT strategy, policies, procedures, standards, and guidelines.
  • Develop and manage Operating Level Agreements (OLAs) and client Service Level Agreements (SLAs) across the Technology Services organization.
  • Provide technical expertise and support to local and firmwide technology teams, vendors, and individual users.
  • Collaborate with local regional managers and associate directors to ensure proper incident management escalation and handling.
  • Partner with Technology Training and the Project Management Office to ensure effective teaching of new technologies 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.

Requirements

  • Bachelor's Degree or work equivalent in Computer Science or a related field.
  • A high level of proven management experience in a professional services environment, preferably in a law firm.
  • A high level of proven experience leading firmwide organizations.
  • Strong technical background in Information Technology, including networking, applications support, or development.
  • Excellent people and process management skills, along with excellent written and verbal communication skills.
  • Self-motivated and able to lead and inspire teams while working well with others at all levels.

Preferred Qualifications

  • Law firm experience, managing a help desk or desk-side experience.
  • Audio Visual experience.

Technologies/Software

  • 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.

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