IT Site Support Supervisor

Baker McKenzie; Toronto; Presencial; CAD 90 000 - 120 000; Tempo integral

Resumo da oferta

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.

Qualificações

• 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.

Responsabilidades

• 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.

Conhecimentos

Leadership

Windows OS

Microsoft 365

Service Desk

Video Conferencing

Troubleshooting

Stakeholder Mgmt

Documentation

Communication

AV Systems

Ferramentas

ServiceNow

ITSM

Descrição da oferta de emprego

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.

Main 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.