The Global IT Service Desk is responsible for providing premium, 24 hours a day, 7 days a week call center and email support to all Attorney’s, Paralegals and administrative personnel in regards to technology-related issues and requests. The purpose of the Service Desk Supervisor position is to provide general oversight that ensures best call coverage and quality of service through shift/call monitoring, best practices training, ticket handling and/or escalation assistance, coaching and operational instruction to Service Desk analysts.
The supervisor will oversee and manage the daily activities of the Service Desk functions, communicate management goals and objectives to the Service Desk staff, monitor the performance of Service Desk personnel and identify performance issues, oversee the performance evaluation process, conduct disciplinary actions, handle employee-related issues. The supervisor will also work with the leadership team to develop and supervise consistent application of departmental policies and procedures.
Developing tactical plans with frequent oversight by a Manager level employee or higher.
Effective business writing, articulation of information and answers in team and customer meetings and delivery of prepared presentations.
Is able to create and deliver performance reviews, improvement plans and career plans with manager supervision
Excellent judgment in assessing user issue; expert trouble-shooting methodology.
Excellent interpersonal skills, brings conflicts & disagreements into the open and attempts to resolve them collaboratively.
Understands and assists in problem management process.
Ability to identify issues and recognize possible patterns.
Investigate and compare data from different resources and take a pro-active approach to quick resolution of issues while keeping manager abreast of situation.
Expertise in working issue through to best resolution either through own knowledge or proper, timely escalation.
Expert proficiency in core application suite.
Expert PC troubleshooting skills.
Develops and executes training modules for the team as needed.
Understands and assists in problem management process.
Mentors other team members.
Participates in FW projects as the technical representative of the Service Desk.
Plans and implements major initiatives related to the support center.
Performs complex feasibility studies, life-cycle analysis and cost/benefit studies.
Plans and establishes priorities and manpower utilization.
Assist in the training and instructing personnel.
Any other functions/duties as assigned by management
Qualifications & Requirements
In addition to demonstrating considerable experience in the areas of responsibility listed above, the successful candidate will demonstrate expertise in providing prompt, professional and courteous services on all customer requests, problems, and queries. The candidate must have excellent oral and written communication skills, must show strong interpersonal and customer service skills, and will have the ability to be process-oriented yet flexible. The candidate must be able to interact with individuals in all levels of the Firm’s business.
The Service Desk Supervisor position requires 2-5 years of experience supervising a customer support operation, including Service Desk and front-line support. Required technical background includes experience with Windows 10, Microsoft Office Suite, Citrix/VPN, HiPam and Active Directory. Hands-on experience with problem-ticket systems, SLAs, and problem escalation management is crucial. Familiarity with customer satisfaction metrics is important. The preferred candidate will be well versed in many technology disciplines and will have a BA/BS degree and technical certifications. Proven commensurate experience will be considered in lieu of a BA/BS degree and technical certifications.
Education, Work Experience, Skills
Required: Bachelor’s degree or the equivalent
Required: Minimum 5 to 7 years of experience in a professional services environment, law firm experience preferable.
Required: Team lead level experience or above is preferred.
Preferred: A+ and/or Microsoft certification are desirable.
Experience with SQL reporting preferred
Word processing, spreadsheet and presentation
Windows Operating System
Firm administrative systems
Trouble ticketing database/Knowledge base
Automated Call Distribution System
Current K&E Technologies
Internet Explorer 11
Microsoft Windows 2010
Microsoft Office 2016 Suite
iManage DeskSite and FileSite
Microsoft Multi-factor Authentication
ITSM Ticket Management System
Lenovo laptops and desktops
Certificates, Licensures, Registrations
HDI call center certifications.
Internal Number: 5087
About Kirkland & Ellis LLP
Kirkland & Ellis LLP is a preeminent, full-service law firm with offices around the world and a staff as diverse as the practice areas we support. Our clients range from Fortune 100 companies to medium and small corporations, financial institutions, and private equity firms. Known for our commitment to excellence, Kirkland strives to provide superior service to our clients as well as our fellow employees. From Information Technology to Human Resources, Paralegal Services to Business Development, Kirkland offers non-attorney professionals challenging careers in a variety of functional areas. Whether starting or growing your career, Kirkland can offer a performance-driven culture filled with bright and innovative teams of co-workers.