Latham & Watkins, a global law firm consistently ranked among the top firms in the world, is currently seeking a Technology Support Lead to join our winning team, located in Boston. 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. As the global outbreak of COVID-19 continues to unfold, Latham has taken precautions to help protect our people, clients, and the communities where we live and work. This includes a shift to remote working for the majority of our lawyers and staff.  The Technology Support Lead will likely start remotely while the firm continues to evaluate the situation. The Technology Support Lead will receive a generous total compensation package. Bonuses are awarded in recognition of individual and firm performance. Eligible employees can participate in Latham's comprehensive benefit program including healthcare, life and disability insurance, flexible spending accounts, a 401k plan, and more! In addition, employees receive 10 paid holidays per year, and a PTO program that accrues 23 days during the first year of employment and grows with tenure. As a Technology Support Lead at Latham, you will provide senior-level support to the office regarding the resolution of complex desktop, notebook, and remote computing issues.  The Lead is responsible for a wide range of expert technology support, including network issues, operating systems, hardware, firm standard software applications, hardware, office audio-visual systems, PDA support, and advanced troubleshooting skills.  You will also effectively coordinate, lead, and mentor the other office Technology Support staff.  In conjunction with the Office Administrator or Technology Manager, you will prioritize and schedule team resources to ensure responsive utilization of resources to meet customer service and training objectives.   The Technology Support Lead is responsible for effective project management, translating team goals and objectives into well-defined project plans, including milestone objectives and the use of effective reporting tools to track progress.   The Lead will coordinate all aspects of the technology support infrastructure, including desktop, notebook, and remote computing issues, and when appropriate, offer technology training and support of AV systems and videoconferencing while accomplishing these and other critical functions:  

• Training, coaching, and mentoring the Technology Support staff and leading them in the development of their technical, customer service, and project management skills
• Troubleshooting problems with hardware/software and interacting with manufacturers’ technical support staff; maintaining appropriate Firm data security and disaster recovery measures
• Monitoring user support through ITSM/Service Now, including high-level support of all Firm-standard software applications; assisting in the development of customized software features or applications
• Supporting the Manager in implementing and administering the technology directives set forth by the Global Services Office
• Keeping abreast of new technologies; reviews appropriate periodicals and journals; may work with Practice Support staff in assessing training and development needs; providing new and creative solutions for challenging technology issues
• Performing complex maintenance on PC equipment such as computers, notebook computers, printers, and auto-switches; scanning computers for viruses
• Providing support for various departmental databases and programs (e.g. Compulaw, MS Access, CPI)
• Assisting with projects and initiatives as needed, including quality assurance testing, diagnostics and systems integration work, and assisting in the development of office-wide implementation plans, including carrying out the plans
• Coordinating the daily operation and maintenance of the Firm’s technology platform, including all desktop, notebook, remote computing, PDA, and meeting support/AV issues; providing support to desktop and notebook systems, and customer related services; providing support for printers and Multi-Functional Device (MFD) hardware, settings, and network printer configurations
• Assisting in developing standards for remote computing, and quickly assessing situations and provides solutions for remote access issues
• Setting up, configuring, and installing software in PC computers, notebook computers, tablets, PDAs, printers, drives, boards, modems, and wireless routers
• Overseeing the inventory of PC hardware equipment and software programs; providing relocation of PC systems as needed
• Demonstrating the operations of software to end users; utilizing applications (e.g. Concordance, LiveNote, Case Map etc.) to provide support to attorneys
• Participating in Technology conference calls to understand firm strategies, products and services; updating group of local projects, participating in vendor demonstrations via AT&T Connect or other presentation methods; providing local practice office feedback on new products and software updates
• Meeting and coordinating with other local Technology department members on product installation, training, and support
• Assisting in responding to the technology training needs for staff and attorneys
• Completing special projects on various issues as needed
• Promoting effective work practices, works as a team member, and shows respect for co-workers

As a Technology Support Lead, you will be expected to apply your organizational and communication skills while displaying a positive, high-energy attitude. The successful Technology Support Lead must have leadership skills (i.e., organizing, planning, problem-solving and decision-making) necessary for effective mentoring.  Expert knowledge and proficiency in a wide variety of software programs, including Windows 10, Microsoft Office 2016 (Word, PowerPoint, Excel and Outlook), iManage 10, is desired, as well as expert knowledge of standard hardware components and peripherals.  The Lead is expected to quickly develop knowledge of L&W templates and macros, the intranet, InTapp Time, and Change-Pro Comparison.  Advanced knowledge of Adobe Acrobat is desired, as well as knowledge and proficiency with handheld wireless devices (i.e. BlackBerry, iPhone, iPad, Android, Windows Phone) in a corporate environment.  An ideal candidate will display experience with unattended software deployment tools, such as Altiris and SCCM, knowledge and proficiency of various remote communication methodologies required, including Wireless, VDI, SDO technology and VPN, working knowledge of internetworking, TCP/IP, client/server relationships, network printing and Active Directory, and knowledge of VOIP, Litigation support applications and methods, and videoconferencing and user training is preferred. A High School Diploma or equivalent is required.  A Bachelor’s degree in Computer Science or Information Systems is preferred.  A minimum of five (5) years of technology experience is desired, along with a minimum of one (1) year of experience in a lead role or with project management.  Advanced technology support experience in PC hardware/software is desired, as well as experience working with remote communications hardware including modems, wireless routers, and network interface cards.  Related experience working on notebook computers and tablets is desired.  Experience with IBM notebooks is preferred.  Experience in installations and upgrades, training and technical documentation is desired. Qualified candidates are encouraged to apply by clicking the ‘Apply Now’ link. Latham & Watkins is an Equal Opportunity Employer. Our commitment to diversity, equal opportunity and sustainability enables Latham & Watkins to draw from a remarkable wealth of talent to create one of the world's leading law firms.

Required Skills Required Experience

• Understand and apply adult learning theories
• Understanding of VA benefits programs
• Understanding of transitioning Service member populations
• Experience using Microsoft Office suite of tools
• Strong customer management and support skills