About Kirkland & Ellis 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 23 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 tech-savvy problem solver who thrives in high-pressure environments and loves delivering exceptional customer support? Join our Global IT Service Desk team as a
Service Desk Analyst II, where you'll be the first point of contact for attorneys, legal assistants, and professional staff firmwide. This dynamic role is critical in ensuring 24/7 technology support, with a primary focus on resolving issues via phone and email while maintaining our high standards of service and professionalism.
In this role, you'll handle approximately 90-95% of incoming technical support requests, with the opportunity to resolve most issues on first contact. You'll work closely with cross-functional teams to troubleshoot and escalate complex technical problems, all while delivering premium support in a fast-paced, high-stakes environment.
- First-Line Technical Support - Respond to inbound calls and emails, resolving roughly 75% of user issues at first contact and escalating advanced matters as needed.
- Issue Tracking & Follow-Up - Accurately document all customer interactions in the issue tracking system and perform follow-ups to ensure resolution quality.
- User Communication - Deliver clear, professional, and timely updates to users throughout the support lifecycle.
- Customer Service Excellence - Consistently demonstrate exceptional interpersonal skills while maintaining a customer-first mindset.
- Knowledge Development - Stay current on firm technologies and industry best practices through continuous training and team collaboration.
- Technical Troubleshooting - Support and resolve issues related to Windows OS, Microsoft Office, iOS devices, VPN/Citrix environments, VoIP systems, and core firm applications.
- Remote Support - Provide seamless assistance across remote computing platforms and devices, including mobile and remote access technologies.
- Quality & Compliance - Follow established protocols and documentation standards to support firm-wide quality control and escalation processes.
- Team Collaboration - Work closely with peers to resolve complex issues, share insights, and contribute to ongoing service desk improvements.
- Project & On-Call Support - Assist with special projects, system rollouts, and provide after-hours or on-call support as needed.
What You'll Bring- Education & Certifications - Bachelor's degree or equivalent required; A+ and/or Microsoft certifications preferred.
- Professional Experience - 5-7 years in a professional services environment, with law firm experience highly preferred.
- Leadership Exposure - Prior experience at the team lead level or higher is advantageous.
- Communication Skills - Outstanding verbal and written communication skills, with the ability to explain technical concepts clearly to all levels of the organization.
- Client-Focused Approach - Strong interpersonal skills and a demonstrated ability to deliver exceptional service under pressure.
- Technical Proficiency - Expertise with Microsoft Windows 10, Office 2016/365, iManage, Citrix/VPN, iOS troubleshooting, VoIP systems, and ITSM ticketing tools.
- Problem Solving - Sharp analytical and decision-making skills with the ability to identify patterns, troubleshoot complex issues, and apply sound judgment.
- Process Discipline - Adherence to best practices, escalation procedures, and quality standards with a flexible, solution-driven mindset.
- Team Orientation - A collaborative spirit, with a willingness to assist others and contribute to shared team success.
How to Apply Thank you for your interest in Kirkland & Ellis LLP. To complete an application and submit your resume, please click "Apply Now."
Don't meet every job requirement? That's okay! If you're excited about this role but your experience doesn't perfectly fit every qualification, we encourage you to apply anyway. You may be just the right person for this role or others at Kirkland.
Equal Employment Opportunity All employment decisions, including the recruiting, hiring, placement, training availability, promotion, compensation, evaluation, disciplinary actions, and termination of employment (if necessary) are made without regard to the employee's race, color, creed, religion, sex, pregnancy or childbirth, personal appearance, family responsibilities, sexual orientation or preference, gender identity, political affiliation, source of income, place of residence, national or ethnic origin, ancestry, age, marital status, military veteran status, unfavorable discharge from military service, physical or mental disability, or on any other basis prohibited by applicable law . #LI-Hybrid #LI-AR1
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