Manager, Desktop Applications

Osler, Hoskin & Harcourt LLP; Toronto; Hybrid; CAD 90,000 - 130,000; Full time

Job summary

Osler, Hoskin & Harcourt LLP, a prominent Canadian law firm, seeks a Manager of Desktop Applications to oversee desktop support and application management. This role involves leading a team through application lifecycles, ensuring a reliable desktop environment, and collaborating across departments. The ideal candidate will possess extensive experience in IT management, technical leadership, and a comprehensive understanding of desktop applications in a legal context.

Qualifications

• 10 years of desktop support experience, 5 years in a technical leader or IT manager role.
• Expert-level skills in application deployment, Windows Client and network management.
• Strong knowledge of IT service management and legal industry applications preferred.

Responsibilities

• Lead and manage a team supporting desktop applications.
• Manage lifecycle of desktop applications, ensuring stability and reliability.
• Drive projects for application upgrades and deployment.

Skills

Windows Client configuration

Application lifecycle management

IT Service Management

Leadership

Customer service

Education

University degree in Computer Science

Tools

Microsoft Teams

PowerShell

M365 applications

MECM

Azure Update Manager

Job description

Osler, Hoskin & Harcourt LLP is one of Canada’s leading business law firms. Advising many of Canada’s corporate leaders, as well as U.S. and international parties with extensive interest in Canada, our more than 1,000 firm members are based in offices in Toronto, Montréal, Ottawa, Vancouver, Calgary and New York.

Osler prides itself on attracting and maintaining some of the brightest talent in the legal arena. Our lawyers, students, management and staff have created a unique firm culture which nurtures mentoring and the exchange of ideas. Osler is a dynamic and exciting place to further your career or carve out a new path.

Reporting to the Senior Manager, Application Services, the Manager, Desktop Applications will provide hands-on management in maintaining and enhancing the full spectrum of Desktop Applications. The incumbent will lead all phases of the desktop applications lifecycle from planning, implementation, maintenance, upgrade and decommission, ensuring a highly reliable and stable desktop environment. Expert-level Operating System, Active Directory and application deployment knowledge and skills will allow management of the firm's desktop environment. Management skills will direct a group of performing individuals in projects, application management, service incidents, and change requests.

Major Responsibilities :

• Provide direction, management and hands-on support to a team that provides desktop application support to the enterprise users.
• Assume technical responsibility to run a desktop environment that is complex in nature, involving more than 100 Microsoft and Third-Party applications that are with integrated configuration.
• Demonstrate strong IT Service Management and Standards.
• Demonstrate high level of team collaboration and decision-making skills concerning desktop systems policies, processes and procedures, with a proven track record of completing tasks and / or projects within budget and on schedule.
• Be a key contributor to the Desktop Application team with strong leadership skills.
• Lead complex projects, such as large-scale application upgrades and Operating System deployment and seamless user, data and application configuration migration.
• Build and maintain strong relationships with key internal and external partners and vendors.
• Proven track record of success driving projects and initiatives even with ambiguous details provided.
• Strong written and oral communication skills to accurately and efficiently express thought, diplomatically present opinions, recommendations, draft plans / procedures.
• Accurately communicates pertinent information to create a work environment that lends itself to the best interests of departmental personnel and customer service.
• Strong and proven technical critical thinking skills to elaborate a situation beyond normal scenarios.
• Solve problems and make decisions on a daily basis related to desktop applications. Ensures the delivery of effective desktop environment to the business.
• Drive continual service improvement and innovation within the boundaries of SLAs.
• Collect, analyze, and report on key metrics on application software.
• Contribute to the strategy of the department and drive implementation of department goals that support the company’s core values.
• Provide coaching and mentoring to the team and other staff.
• Act as an escalation point for team and clients on complex or high-risk technical issues and provides support as required.
• Resolve problem situations in a professional manner.
• Ensure desktop application group compliance to all corporate and technical policies.
• Ensure documentation, processes, and procedures are updated regularly.
• Interface with users of technology, employing a high degree of tact and diplomacy to promote a positive image of the department.
• Able to manage multiple high priority initiatives in a fast-paced highly technical environment.
• Meet with technology technicians, attend seminars and read industry-related publications to remain abreast of technology advances and aid in the technology planning effort.
• Bridge the gap between business, senior leadership and technology, communicating architecture and IT related concepts to both technical and non-technical audiences across the organization’s business functions.
• Work closely with other IS groups and vendors to identify and resolve integration, compatibility, configuration, and connectivity issues across services and applications.
• Monitor problem management database and follow up with assigned personnel to ensure timely resolution of problems.
• Coordinate with internal technology training group by providing them with a high-level functionality overview on several software applications.
• Contribute to departmental productivity and development objectives by participating in training programs.
• Maintain competency and enhance professional growth and development through continuing education and conferences.
• Assist in recruiting, hiring, and providing appropriate training for the employees on technology and related matters, evaluate performance, recommend development opportunities, and discuss performance improvement needs / goals with individuals.
• Abide by Firm policies and practices including the Information Security Policy and Policy on Confidentiality.
• Perform other duties as assigned.

Education and Experience

This position requires a university degree in Computer Science or a related field with a minimum of 10 years’ experience in desktop support with 5 years as either a technical leader or IT manager. An equivalent combination of education, training and experience may be acceptable. Ideally, the incumbent shall have significant exposure to the full breadth of desktop applications including document management applications, financial applications, database applications etc.

Working and business knowledge in the Legal industry is preferred.

Knowledge and Skills :

• Expert in Windows Client configuration, customization, imaging, deployment, migration and upgrade to fit with the Firm standard.
• Expert in application life cycle management including configuration, customization, deployment and upgrade.
• Strong experience in Microsoft backend technologies such as Active Directory, DNS, Defender.
• Expert in M365 applications and services in configuring, deploying and maintaining.
• Skilled in Microsoft Teams and its management.
• Demonstrate an understanding of computer operating systems and hardware, networking, printers, mobile technologies and a variety of software applications.
• Expert knowledge in Windows scripting languages including PowerShell and batch processing.
• Skilled in understanding license and subscription management, different types of licenses and how to apply them in a desktop environment.
• Expert knowledge in software deployment and distribution technologies including MECM and Autopilot.
• Expert knowledge in deployment and configuration technologies e.g. Microsoft Intune, Microsoft Configuration Manager, Azure Update Manager.
• Strong experience with troubleshooting common deployment and configuration issues with applications and configuration on Windows Desktop and Server platforms.
• Excellent understanding of remote administration and automation of Windows software on desktops and servers.
• Strong understanding of Dev and QA cycles when working with software deployment and remediation of issues related to them, before rollout.
• Expert knowledge of Windows and application software updates and patches and managing vulnerabilities in a timely manner.
• Good understanding of business processes and downtime and coordination with the system owners and system administrator.
• Proactive in reviewing vendors on software updates and patches. Understand recommendations and vulnerabilities and taking a risk-based approach to remediation that aligns with firm policies.
• Strong understanding of integration and interoperability within the applications and other systems.
• Strong interpersonal, managerial, and leadership skills to supervise, direct and collaborate with ability to motivate staff.
• Ability to work independently in a senior / lead role on a diverse range of tasks and may be relied upon to coach / educate others.
• Abilities to assess ongoing situations and as a result, make sound decisions that minimize service disruption, protect confidentiality, and ensure reliability.
• Effective negotiation skills with ability to gain the confidence of, and to interact / collaborate with various internal and external groups (also with sensitive matters).
• Be accountable for meeting systems infrastructure or operational Service Level Agreements established by Chief Information Officer.
• Serve as the contact for all desktop related support issues, providing advanced 2nd level technology support.
• Demonstrate management skills that are required to successfully perform the planning, directing, reporting and administrative responsibilities of this position.
• Strong customer service, problem solving, organizational and conflict management skills.
• Good knowledge of standard applications like Adobe Acrobat, remote access, conferencing, PowerBI.
• Preferred to have understanding of some of the legal applications e.g. Infoware WordLX, Litera Numbering, Litera Compare, Metadata Assistant, Adobe Acrobat, Citrix, VPN clients, Security agents, iManage Work Client, EasyLobby, Aderant’s viEval, ACL Corporate etc.
• Some knowledge of relational databases, database applications, SQL Servers and SQL script also preferred.

For the safety of firm members and visitors, Osler is committed to complying with the recommendations of public health authorities, including with respect to adopting mandatory vaccination policies. Employment at Osler is therefore conditional on complying with any vaccination policies that Osler may adopt from time to time in response to the recommendations of public health authorities.

We are currently working in a hybrid work arrangement, which includes a requirement to work primarily in the office and flexibility to work remotely up to 2 days per week.

Accessibility and Accommodation

We thank all applicants for their interest in Osler; however, only chosen applicants will be contacted. Osler is committed to fostering a diverse and inclusive work environment, and we welcome and encourage applications from people with disabilities and people with diverse backgrounds, identities, and cultures. Accommodations are available upon request for candidates in all phases of the selection process.

Background and Reference Checks

Please note that any offer of employment will be conditional upon background and reference checks, including a criminal record check, credit check, and employment and educational verifications.

If you have the required background with the ability to provide exceptional customer service and wish to work in one of Canada's leading law firms, please reply in confidence with a cover letter and résumé by the closing date.

J-18808-Ljbffr

Create a job alert for this search