Technology Support Supervisor

Kirkland & Ellis; Miami (FL); On-site; USD 85,000 - 110,000; Full time

Job summary

Kirkland & Ellis is seeking a Technology Support Supervisor in Miami to lead the Technology Support team, ensuring reliable 24/7 operations for office tech, PCs, mobile devices, and collaboration systems. The role includes coaching staff, handling escalations, and partnering with other IT teams to maintain high service levels.

The ideal candidate has 5–7 years in a professional services setting, with strong leadership, problem-solving, and customer service skills.

Qualifications

• 5–7 years in a professional services environment, with law firm experience preferred.
• Leadership experience supervising Technology Support Analysts and managing escalations.
• Strong knowledge of desktop computing environments, hardware/software troubleshooting, networking basics.

Responsibilities

• Lead daily technology support operations and ticket management.
• Coach and develop Technology Support Analysts; manage performance and hiring where needed.
• Serve as escalation resource for issues during/outside working hours; ensure timely resolutions.

Skills

Team leadership

Customer service

Troubleshooting

Windows 11

Conference tech (Zoom/Teams)

Education

Degree in Computer Science or related field

A+ or Microsoft cert desirable

Tools

iManage Work

Intune

ServiceNow

Bomgar

VPN/ MFA

VoIP

Job description

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 24 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.

What You’ll Do

Are you a hands-on technology leader who thrives on solving complex issues, coaching others, and delivering exceptional support in a fast-moving professional services environment?

As a Technology Support Supervisor, you’ll help lead the Technology Support team within Information Technology (IT), supporting day-to-day technology operations for the Miami office while also helping provide support across Kirkland & Ellis offices. This role supervises and develops Technology Support Analysts, serves as a key escalation point for issue resolution, and helps ensure reliable coverage in a 24/7 support environment. The Technology Support Supervisor will support Personal Computer (PC) hardware, software, conference technology, mobile devices, and other core tools while partnering closely with technical teams, office leaders, attorneys, clients, vendors, and contractors. 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.

• Monday through Friday from 9:00 am - 5:00 pm
• 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.

What You’ll Bring

• 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.

If you’re excited to lead a high-performing support team, solve meaningful technology challenges, and help deliver outstanding service as a Technology Support Supervisor, we’d love to hear from you!

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