IT Site Support Supervisor

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

The Supervisor, IT Site Support is responsible for ensuring the reliable operation of end-user technology, office systems, and collaboration tools to enable attorneys and business professionals to work efficiently and effectively. This role provides both hands-on technical support and leadership to the local IT support function, ensuring the timely resolution of incidents, service requests, and escalations while maintaining a high level of customer service.

The successful candidate will act as a technical subject matter expert, lead technology support initiatives, mentor support team members, and collaborate with regional and global technology teams to enhance service delivery and user experience.

Key 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 and Experience

Required

• 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.
• Proven ability to build relationships and work effectively with stakeholders across all levels of the organization.

Preferred

• Microsoft MCP or other relevant technical certifications.
• ITIL Foundation or related IT Service Management certification.
• Experience with ServiceNow or similar ITSM platforms.
• Experience supporting users within a global organization.
• Experience with knowledge management and problem management processes.

What Success Looks Like

• Delivering a high-quality end-user support experience.
• Leading and developing a high-performing IT support team.
• Driving continuous improvement initiatives and operational efficiencies.
• Building strong partnerships with attorneys, business professionals, vendors, and technology stakeholders.
• Ensuring reliable technology services while meeting established service delivery standards.

About us

Baker McKenzie empowers clients to compete in the global economy. We provide comprehensive and practical legal advice that cuts through complexity with clear, actionable guidance. Our people represent diverse cultures and jurisdictions, combining local know-how with international expertise to ensure your business thrives across borders .

Additional Information

The Canadian base compensation for this position is expected to be CAD $81,000 to $90,700 annually if located in Toronto. Within the range, individual pay is determined by work location and additional factors, including job-related skills, experience, and relevant education or training. Your recruiter can share more about the specific salary range for your preferred location during the hiring process.

Baker McKenzie is an Equal Opportunity Employer. We are committed to promoting diversity and inclusion for all. Our unique international culture is reflected in the drawing together of a worldwide family of individuals from diverse cultures and backgrounds in all of our offices. We are committed to providing an inclusive and accessible recruitment process. We encourage applications from individuals of all abilities and backgrounds. If you require accommodations at any stage of the application or interview process, please contact us at [e-mail] , and we will work with you toward reasonable accommodating your needs.