IT Site Support Lead - End-User Tech & AV

Baker & McKenzie Rechtsanwaltsgesellschaft mbH; Toronto; Hybrid; CAD 81,000 - 91,000; Full time

Job summary

Baker McKenzie is seeking a Supervisor, IT Site Support to ensure reliable operation of end-user technology and collaboration tools for attorneys and staff in Toronto. You will lead the local IT support team, deliver hands-on help, and collaborate with regional teams to improve service delivery.

The role requires 7+ years in IT, 3–5 years of supervisory experience, and strong Windows/Office expertise. ITSM, AV systems, and excellent communication are essential.

Qualifications

• 7+ years of experience in Information Technology, Desktop Support, End User Computing, or a related field.
• 3–5 years of supervisory or people management experience, preferably within a law firm or professional services environment.
• Strong experience supporting Microsoft Windows operating systems and Microsoft Office applications.
• Excellent knowledge of computer hardware, workstations, laptops, mobile devices, and peripherals.
• Experience working within a Service Desk environment and managing support activities against established SLAs.
• Experience supporting video conferencing, webinar technologies, and audiovisual systems.
• Strong troubleshooting, problem-solving, and analytical skills.
• Excellent written and verbal communication skills with the ability to explain technical concepts to non-technical users.

Responsibilities

• Supervise, mentor, and support IT Site Support Analysts and Senior Analysts.
• Serve as a subject matter expert for designated technologies and support processes.
• Provide hands-on support for hardware, software, mobile devices, business applications, and collaboration tools.
• Install, configure, maintain, and troubleshoot workstations, laptops, printers, and peripherals.
• Own and drive incidents through resolution, engaging specialized technical resources when necessary.
• Support and maintain video conferencing systems, webinar platforms, meeting room technologies, and audiovisual equipment.
• Coordinate and participate in technology improvement initiatives across supported offices.
• Ensure compliance with the Firm's Information Security Management System (ISMS).
• Perform root cause analysis and trend identification to prevent recurring issues.
• Maintain accurate documentation and knowledge articles within ServiceNow and other support tools.
• Act as a liaison between local users, vendors, and global technology teams.
• Monitor service delivery performance and ensure compliance with established Service Level Agreements (SLAs).
• Manage employee performance, development plans, annual goal setting, and performance review processes.
• Assist with technology adoption, user training, and change management initiatives.

Skills

Supervisory experience

Customer service

Communication

Analytical skills

Tools

Windows OS

Microsoft Office

Video conferencing

ServiceNow/ITSM

Job description

Baker McKenzie is seeking a Supervisor, IT Site Support to ensure reliable operation of end-user technology and collaboration tools for attorneys and staff in Toronto. You will lead the local IT support team, deliver hands-on help, and collaborate with regional teams to improve service delivery.

The role requires 7+ years in IT, 3–5 years of supervisory experience, and strong Windows/Office expertise. ITSM, AV systems, and excellent communication are essential.