[Master Class]ILTA: Beyond the Help Desk: Rethinking Law Firm Technology Support in a Multi-Vendor World

[Master Class] ILTA: Beyond the Help Desk: Rethinking Law Firm Technology Support in a Multi-Vendor World

Mid-size and large law firms depend on a complex mix of highly integrated platforms, from Microsoft and iManage to Citrix, NetDocs and beyond, but when issues cross systems, traditional vendor support often falls short. In this pre-ILTACON webinar, we will explore why law firms need more than reactive troubleshooting: they need expert, cross-platform guidance that understands the realities of legal operations.

Attendees will learn how to address common support gaps, reduce finger-pointing across vendors, and bring more strategic oversight to fast-changing cloud environments. Joe Hoegler, Kraft Kennedy’s Chief Technology Innovation Officer, will discuss how firms can benchmark their approach against peer organizations and make smarter decisions about support models, technology investments, and change readiness.

Register here

Webinar Key Takeaways

1. Law Firm Support Is More Complex Than Ever
   • Understand why legal workflows, user expectations, and business priorities create support needs that standard vendor models often miss.
2. Vendor Support Alone Often Falls Short
   • Recognize where siloed support, slow escalations, and limited legal-industry context can delay resolution and frustrate users.
3. Expert Guidance Helps Firms Move Beyond Break/Fix
   • See when firms benefit from architect-level support for strategic troubleshooting, implementation guidance, and advisory input.
4. Cloud Change Requires Better Readiness
   • Identify what firms can control, what they need to prepare for, and how to stay ahead of rapid platform changes.
5. Discussion and Q&A
   • Leave with practical questions to evaluate your firm’s current internal/external support model and identify opportunities to improve.

Webinar Moderator:

Beth Anne Stuebe: Beth Anne Stuebe is Director of Sales Operations and a leader in marketing, sales, and content strategy. She is known for building high-impact messaging, driving audience engagement, and managing content across webinars, podcasts, events, and strategic communications. Her background includes leadership roles with ILTA, FileTrail (Litera), and iManage.

Featured Expert:

Joe Hoegler: Joe Hoegler is Chief Technology Innovation Officer at Kraft Kennedy, where he leads technology services delivery and solution development for clients across the legal industry. With more than 20 years of experience in legal technology, he works closely with practice leaders to align innovative solutions with client priorities while maintaining exceptional service quality. Joe has deep expertise in cloud services, enterprise messaging, infrastructure, and emerging technologies, and he has led projects for numerous AmLaw 100 firms as well as small and mid-sized organizations. He previously led Kraft Kennedy’s Infrastructure and Enterprise Systems practice group. Joe is a frequent speaker on artificial intelligence, security, cloud computing, remote work and collaboration, and enterprise