IT Service Support Lead

Services OR LP/SEC; Quebec; Hybrid; CAD 60,000 - 100,000; Full time

Job summary

Join a proactive and modern firm that values flexibility, respect, and diversity. This role offers the opportunity to leverage your extensive IT knowledge while providing exceptional support to end users. You will manage relationships between IT teams and internal clients, ensuring timely resolution of issues and leading a small team of technicians. With a hybrid work environment and a culture that embraces inclusivity, you will find a supportive atmosphere that encourages professional growth and development. If you are looking for a rewarding career experience in an inclusive setting, this position is perfect for you.

Benefits

Hybrid work environment

Retirement savings plan with employer contribution

Wellness allowance

Training and development programs

Qualifications

• 5+ years of experience in managing end user services and small teams.
• Experience in Major Incident Management and IT service provider settings.
• Strong communication skills in English and French.

Responsibilities

• Serve as IT liaison providing technical assistance to end users.
• Manage relationships between IT teams and internal clients.
• Lead and mentor IT Service Support Technicians.

Skills

Technical Knowledge of IT

End User Services

Major Incident Management

Communication in English and French

Education

A+ Certification

ITIL Foundations V4 Certification

Tools

Microsoft Windows 10

Microsoft Office 365

Active Directory

Microsoft Intune

SAP

Job description

This role will apply extensive knowledge of the job skills, company policies and procedures to complete complex, specialized assignments/tasks in creative and effective ways and has a comprehensive understanding of the general/technical aspects of the job. Works on assignments that are complex in nature and require judgment, initiative, and technical/specialized knowledge to resolve problems. Work is completed with minimal supervision and assignments may be completed without established procedures. This role will provide mentoring and guidance to other employees.

You will be focusing on:

• Serve as IT liaison to assigned office(s), providing technical assistance to end users.
• Ensure timely resolution of issues or escalate to higher-level teams.
• Develop and manage relationships between IT teams and internal clients/partners.
• Identify and leverage IT synergy potentials across business units.
• Act as Single Point of Ownership for multi-tier incident resolution.
• Be the Single Point of Communication for escalated incidents and requests.
• Work with stakeholders and project teams to prioritize requirements.
• Participate in trials and piloting of new tools; provide support in testing procedures.
• Manage assigned IT Service Support Technicians and assign tickets accordingly.
• Maintain awareness of current and proposed technology issues within the business unit.
• Look for opportunities to leverage technology to achieve business unit objectives.
• Stay abreast of new technologies to provide a competitive edge.
• Maintain regular communications with national IT staff and local business leadership.
• Create, distribute, and update training guides and knowledge base solutions.
• Provide technical support during implementations and upgrades to production systems.
• Build and maintain strong relationships up to senior management level.
• Establish and maintain positive and effective work relationships with co-workers, leaders, and customers.
• Provide leadership within the team and assist with training and mentoring other IT Service Support Technicians.
• Lead Customer Expectation management as part of the escalation process.

What you bring to the role:

• Broad technical knowledge of IT
• End User services experience (5+ years) managing small teams
• Work experience in a related industry setting is a plus
• Work experience at an IT service provider is a plus
• Experience in Major Incident Management
• A+ Certification preferred.
• ITIL Foundations V4 Certification
• Candidates must be willing to participate in Major Incident on-call schedule
• Candidates should be willing to work additional hours as required to fulfil the requirements of the role. This may include extended shifts and occasional evening and/or weekend work

Norton Rose Fulbright is a large international legal practice with multiple offices around the world. Its clientele is also international, so we must be able to provide services in English and in French. As a result, a good working knowledge of both languages is required, since you will communicate frequently with managers and in other provinces.

Core Systems Supported

• Microsoft Windows 10 or above
• Microsoft Office 365
• Active Directory
• File transfer solutions
• Microsoft Authenticator (or other two factor authentication protocols)
• Microsoft Intune (or other Mobile Device Management solutions)
• Worksite DMS (or other Document Management Systems)
• Client Management Systems (CMS)
• Time recording systems
• Encryption software
• Dictation recording/transcription software
• Remote working tools (e.g. VPN, Terminal Services, Citrix)
• SAP

Why join our team:

• Hybrid work environment
• Retirement savings plan with employer contribution
• Benefit premiums paid by the firm
• Wellness matters: Flexible health and wellness allowance that covers much more than gym memberships!
• Training and development programs based on your interests and needs
  

Ready to join a proactive and modern firm that provides an exceptional career experience in an inclusive and collaborative environment? Come join us!

As part of a global legal practice, Norton Rose Fulbright Canada embrace a culture of excellence and client service, but always with a focus on flexibility, respect, diversity and openness. We strive to create an equitable, inclusive environment where everyone can bring their whole self to work and realize their career potential.

If you require any reasonable adjustments during the recruiting process, please inform us in the recruitment application. We will contact you to further discuss your need.

Please note that applicants who receive an employment offer may be required during their employment with Norton Rose Fulbright to provide proof of vaccinations recommended from time to time by government or public health authorities. Norton Rose Fulbright has a duty to accommodate those who are unable to get vaccinated due to protected grounds. For applicants who require an accommodation, please contact us to discuss further.

Law around the world
nortonrosefulbright.com

About Us

Norton Rose Fulbright provides a full scope of legal services to the world’s preeminent corporations and financial institutions. Our global law firm has more than 3,500 lawyers and other legal staff advising clients across more than 50 locations worldwide, including Houston, New York, London, Toronto, Mexico City, Hong Kong, Sydney and Johannesburg, covering the United States, Europe, Canada, Latin America, Asia, Australia, Africa and the Middle East. As a global law firm, we embrace a culture of excellence and working hard, but always with a focus on flexibility, respect, diversity and openness. We strive to create an equitable, inclusive environment where everyone can bring their whole self to work and realize their career potential.