Latham & Watkins, a global law firm consistently ranked among the top firms in the world, is seeking a Global Technology Support Centre (GTSC) Supervisor to join our dynamic team in Los Angeles.

Please note, the hours for this role will be Monday to Friday, between 2:00pm to 10:00pm PT.

About Latham & Watkins

With offices in 14 countries, more than 3,000 attorneys and over 2,500 professional staff, the key to our success and our continued ability to deliver the highest quality service to our clients is our “one-firm” culture – a spirit of teamwork and shared commitment to quality across our global offices that has long distinguished Latham from other law firms.

Working with the world’s best lawyers requires great people, award-winning technology, continuous learning and a collaborative work environment. Latham & Watkins is committed to developing its employees and providing opportunities for advancement. We offer employees the chance to gain experience working with some of the biggest global clients in an environment that thrives on creativity and teamwork.

About the role

As a GTSC Supervisor, you will be responsible for overseeing the daily operations of the GTSC and assuring compliance with all policies and procedures of the firm. Other key responsibilities include:

• Supervising, training, and coaching the GTSC team and leading their professional development endeavors
• Ensuring goals and objectives of the teams are met, which includes providing accurate and timely completion of assignments, and responses to inquires
• Working with the GTSC Leadership in regard to hiring, training, counselling, evaluating and disciplining departmental employees.
• Reporting against individual and team Key Performance indicators (KPIs).
• Supervising the shift and work week within the GTSC and coordinating their schedules and work activities alongside their counterparts worldwide
• Ensuring the teams use of the Service Management system (ServiceNow) and Customer Interaction Centre and use these systems effectively to manage the service levels of these teams

About you

We’d love to hear from you if you:

• Exhibit well developed and professional interpersonal skills, including the ability to interact effectively with people at all organizational levels of the firm
• Display strong analytical skills, including effectively defining problems and identifying solutions
• Are able to handle confidential and sensitive information with the appropriate discretion
• Thrive working in a team with a customer service focus

And have:

• Relevant experience with supervising a technology support center
• Technology support and/or complex word processing/document support related experience
• Excellent leadership skills (i.e., organizing, planning, problem-solving, and decision making) necessary for effective supervision
• Strong knowledge of applications typically used in a legal word processing environment, such as MS Office Suite, Acrobat, iManage and other software and hardware necessary to handle tasks that comprise the department’s workload
• ITIL Foundation Certification v3 or v4

Compensation & Benefits

Successful candidates will not only be provided with an outstanding career opportunity and welcoming environment, but will also receive a generous and competitive total compensation package. The salary range for this role is $150,000 - $170,000 and represents the firm’s good faith and reasonable estimate of the range of possible compensation at the time of posting. Actual compensation will be dependent upon a number of factors, including but not limited to, the candidate’s relevant experience, qualifications, and location. Discretionary bonuses may be awarded in recognition of individual and firm performance — and profit-sharing partnership contributions to 401(k) accounts may be given based on firm performance.

Latham's comprehensive and best-in-class benefits support employees through every stage of life:

• Healthcare, dental, and vision plans
• Well-being programs (e.g. mental health services, mindfulness and resiliency, medical resources, well-being events, and more)
• Generous 401(k) plan and firm-paid basic life and disability insurance
• Extensive resources for parents and caregivers
• Family building and fertility resources
• And much 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
• Ongoing professional development and career support, including bespoke training and leadership development programs, firm-paid access to LinkedIn Learning courses, and career coaching.
• Peer networking, mentoring, and professional support through our eight global staff affinity groups

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 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.

Latham & Watkins LLP is committed to protecting the health and well-being of our employees and partners, their families, and members of our community against COVID-19. Accordingly, the Firm requires all partners and employees based in the United States to be fully vaccinated against COVID-19. Employees must present proof of full COVID-19 vaccination at the time that a conditional offer of employment is made. This policy is mandatory except for employees with a documented legally permissible exemption for not receiving the COVID-19 vaccine.

Latham & Watkins LLP will consider qualified applicants with criminal histories in a manner consistent with the City of Los Angeles Fair Chance Initiative for Hiring Ordinance (FCIHO). Please click the link below to review the Ordinance.