IT Site Support Lead & Service Delivery Champion

Baker McKenzie; Toronto; On-site; CAD 90,000 - 120,000; Full time

Job summary

Baker McKenzie in Toronto is seeking a Supervisor, IT Site Support to ensure reliable operation of end-user technology, office systems, and collaboration tools. You will lead the local IT support function and resolve incidents, service requests, and escalations with strong customer service.

You will act as a technical SME, mentor staff, and collaborate with regional and global teams to improve service delivery and user experience across the firm.

Qualifications

• 7+ years in IT/Desktop Support or related field.
• 3-5 years supervisory or people management.
• Strong experience supporting Windows and Office.
• Excellent knowledge of hardware, workstations and peripherals.
• Experience in Service Desk env. and SLAs.
• Experience with video conferencing and AV systems.
• Strong troubleshooting and analytical skills.
• Excellent communication and stakeholder collaboration.
• Proven ability to lead and mentor teams.

Responsibilities

• Lead IT Site Support Analysts and Senior Analysts.
• Serve as SME for designated technologies and processes.
• Provide hands-on support for hardware, software, and devices.
• Install, configure, maintain, and troubleshoot workstations and peripherals.
• Own incidents through resolution and engage specialized resources.
• Support video conferencing, webinar technologies, and AV equipment.
• Coordinate technology improvement initiatives across offices.
• Ensure ISMS compliance and document processes.
• Maintain documentation in ServiceNow and other tools.
• Liaise between users, vendors and global teams.
• Monitor SLAs and service delivery performance.
• Manage employee performance and development plans.
• Assist with training and change management initiatives.

Skills

Leadership

Windows OS

Microsoft 365

Service Desk

Video Conferencing

Troubleshooting

Stakeholder Mgmt

Documentation

Communication

AV Systems

Tools

ServiceNow

ITSM

Job description

Baker McKenzie in Toronto is seeking a Supervisor, IT Site Support to ensure reliable operation of end-user technology, office systems, and collaboration tools. You will lead the local IT support function and resolve incidents, service requests, and escalations with strong customer service.

You will act as a technical SME, mentor staff, and collaborate with regional and global teams to improve service delivery and user experience across the firm.