Technology Support Supervisor

Join to apply for the Technology Support Supervisor role at Kirkland & Ellis

1 day ago Be among the first 25 applicants

At Kirkland & Ellis, we don’t just meet the standard for legal excellence — we set it. Our culture is built on teamwork, ingenuity and an unwavering commitment to continuous growth. We tackle the most sophisticated legal challenges with bold ideas and innovative solutions, powered by the exceptional experience and ambition of our 7,000+ people, including 4,000+ attorneys, across 22 offices worldwide.

Our dedicated professionals share our lawyers’ commitment to excellence and show up each day to do meaningful work that helps drive global business, investment and innovation forward.

Are you an experienced technology support leader who thrives in fast-paced, high-impact environments and enjoys developing teams while solving complex issues? As a Technology Support Supervisor
, you’ll lead and develop Technology Support Analysts while serving as the primary escalation point for technical issues across all Kirkland & Ellis offices. Sitting within the firm’s Technology Support function, this role blends hands‑on technical expertise with people leadership, operational oversight, and a strong customer‑service mindset. You’ll oversee day-to-day support for PC hardware, software, mobile devices, and conference technology, while ensuring consistent, high-quality service in a 24/7 support environment.

From managing escalations and maintenance windows to coaching team members and partnering with other IT teams, you’ll play a critical role in keeping the firm’s technology running seamlessly for attorneys, staff, and clients alike. This position is 100% onsite and requires flexibility to support after-hours, weekends, and scheduled maintenance windows as needed.

• Team Leadership & Development – Supervise, coach, and develop Technology Support Analysts, including performance reviews, improvement plans, scheduling, and career development under manager guidance.
• Escalation & Issue Resolution – Act as the senior on-the-ground lead for technical escalations, using expert troubleshooting skills to drive timely, effective resolutions.
• 24/7 Support Coverage – Help ensure proper staffing and coverage across a round-the-clock support operation, including participation in after-hours and maintenance rotations.
• Technical Support Excellence – Oversee and provide hands‑on support for desktops, laptops, mobile devices, operating systems, applications, and peripherals.
• Conference & AV Technology Oversight – Manage conference technology scheduling, setup, monitoring, and troubleshooting, including video conferencing platforms and room systems.
• Customer Experience & Communication – Serve as a primary point of contact for questions, compliments, and complaints, delivering prompt, professional, and courteous service.
• Process & Ticket Management – Enforce consistent use of the ticketing system, ensure accurate documentation, and support problem management and follow-up processes.
• Training & Knowledge Sharing – Train analysts on procedures, customer service standards, and technical skills while documenting solutions and best practices.
• Operational & Reporting Support – Provide management reports, support IT initiatives, and partner with local office and technology teams to improve day-to-day operations.

• Education – bachelor’s degree in computer science or a related technical field, or equivalent education and experience.
• Experience – 5–7 years of technology support experience in a professional services environment, with at least 2 years in a supervisory or team‑lead role; law firm experience preferred.
• Leadership & Communication Skills – Strong interpersonal, written, and verbal communication skills with the ability to lead, motivate, and resolve conflicts collaboratively.
• Technical Expertise – Advanced PC troubleshooting skills; strong knowledge of Microsoft Windows and Microsoft Office 365; experience supporting mobile devices, including Apple iOS.
• Systems & Tools Knowledge – Experience with remote computing and Citrix, ticketing systems such as Service Now, and remote…