Technology Support Services Supervisor

Latham & Watkins is a global law firm consistently ranked among the top firms in the world. The success of our firm is largely determined by our commitment to hire and develop the very best and brightest, creating a team that provides our clients with the highest quality of work and service. We are driven by our core values: respect, innovation, and collaboration.  

The Technology Support Services Supervisor is an integral part of Latham’s Technology & Information Services team. This role will be responsible for helping lead the Technology Support Analyst team, fostering their development through comprehensive training and thoughtful oversight. By leveraging their knowledge and insight into the global Technology strategy, the Supervisor will contribute to strategic and tactical planning, ensuring that the London office's goals align with firmwide objectives. This is a chance to make a significant impact, providing expert support and contributing to the success of the team. This role will be based in our London office.

Other key responsibilities include:

• Prioritizing and scheduling team resources to ensure technical support needs are met; translating team goals and objectives into well-defined project plans, which include milestone objectives and employing effective reporting tools to monitor progress
• Recruiting, hiring, training, coaching, and managing the performance of employees; supervising user support Service Desk operations, including high-level support of all firm-standard software applications; assisting in the development of customized software features or applications
• Utilizing effective methodologies to triage support needs of the office across the entire department, including AV support, hardware deployment, training, and outreach
• Troubleshooting problems with hardware/software and interacting with manufacturers’ technical support staff; maintaining appropriate firm data security and disaster recovery measures
• Supporting the Manager of Technology in implementing and administering the technology directives set forth by the Global Services Office

We’d love to hear from you if you:

• Possess leadership and communication skills (i.e. organizing, consulting, planning, problem-solving, and independent decision making) and the ability to interact with people at all organizational levels of the firm
• Demonstrate service management and delivery management skills, including performance/process analysis, reporting and optimization
• Display expert knowledge and proficiency in a wide variety of software programs, including Windows 10 and Microsoft Office Suite and legal vertical market systems (e.g. DMS, time recording systems), as well as knowledge and proficiency managing the support of mobile devices (e.g. Smartphones, tablets, Mi-Fis), MDM systems (e.g. BES, BlackBerry Work, Microsoft Intune) and communication technologies

And have:

• Experience with leading teams ensuring team and individual performance levels meet and exceed customer expectations consistently
• Technology systems and service delivery management experience in a standards based (e.g. ITIL) environment; experience with computer systems, application and telecommunications system is preferred
• A Bachelor’s degree or equivalent in Computer Science, Business Information Systems, or a related field is preferred

Successful candidates will not only be provided with an outstanding career opportunity and welcoming environment, but will also be provided with a generous total compensation package with bonuses awarded in recognition of both individual and firm performance. Eligible employees can participate in Latham’s comprehensive benefit program which includes:

• Health insurance as well as group income protection and life assurance
• A pension plan
• Wellness programs
• Employee discounts
• And more!

Additionally, we have a range of diversity programming including Global Affinity Groups. These groups provide a firmwide platform to share experiences and advice as well as an opportunity to participate in a supportive network with common interests to help make life at the firm even better.

Latham & Watkins is committed to diversity, equal opportunity, sustainability, and pro bono legal services. We draw from a remarkable wealth of talent to create one of the world's leading law firms, and advance these commitments through the work of our Global Citizenship department. Our lawyers, paralegals, and professional staff worldwide comprise a rich mixture of different races, ethnic backgrounds, religions, sexual orientations, cultures, and primary languages. Our diversity makes us who we are. #LI-AJ1 #On-Site