IT Service Support Lead

Reporting to the IT Service Desk Team Leader, this role is highly customer-focused and visible, emphasizing in office white glove support and site location operations. With a focus of being executive/partner level support. Excellent desktop and application support skills are essential. As well as experience in project management and hardware asset management. You will be the face of the IT department for your specific region requiring you be building strong relationships with the legal teams.

What you will be focusing on:
•    It the first point of contact for all IT-related queries from assigned customers—via in-person interactions, email, or telephone—ensuring prompt, professional, and efficient resolution of issues.
•    Logging and updating all queries within the ticket logging system, in line with set procedures
•    Responsible for budget management for IT supplies
•    Responsible to oversee the IT security related to hardware inventory   
•    Proactively identify and implement process improvement opportunities to support continuous improvement initiatives
•    Coordinate and run employee onboarding session.
•    Manage Mobile device phone inventory
•    Manage vendor relationship for both mobility and laptop inventories
•    Engage in formal and informal knowledge transfer, ensuring that knowledge base articles are available to the team and kept up to date
•    Managing, owning and being responsible for all support issues for assigned customers for the given site location. 
•    Act and the main point of contact for all IT project linked to their office.
•    Referring calls that cannot be resolved immediately to appropriate members of the level product owners.
•    Ability to be on call in a 24by 7 weekly rotation as a Major Incident Manager.
•    5 days a week in office role
What you bring to the role:

•    Successful completion of a post-secondary education in Information Technology is required
• years' experience in IT coordination roles
•    7 to 10 years of overall IT experience 
•    Previous experience working in a White Glove support environment
•    Thorough comfort and knowledge of the Microsoft 11 essential
•    Detail oriented and well organized, and have a very strong commitment to client service
•    Previous experience working within a legal/professional services environment preferred
•    Handle time pressure situations and stress of multiple demands
•    Experience being the Hardware Asset Manager.
•    Fluent in both French and English in Quebec, Montreal and Ottawa 
•    Experience managing Major Incidents 

Work Knowledge and Experience Supporting:
•    Microsoft Windows 11
•    Microsoft Office 365 User and Administration 
•    Microsoft Authenticator (or other two factor authentication protocols)
•    Microsoft Intune (or other Mobile Device Management solutions)
•    Apple IOS 
•    Active Directory
•    Encryption software
•    Remote working tools (e.g. TeamViewer and Terminal Services)
•    Work experience with ticketing applications Service Now
•    Ability to support Microsoft Teams meetings 

Shift Information
•    The IT Customer Service team works 8am - 4pm or 9am - 5pm (ET) on a 35-hour work week onsite role.
•    Candidates must be willing to participate in Major Incident on-call schedule
•    Candidates should be willing to work additional hours as required to fulfil the requirements of the role. This may include extended shifts and occasional evening and/or weekend work
 

Why join our team:

• Hybrid work environment

• Retirement savings plan with employer contribution

• Benefit premiums paid by the firm

• Telemedicine services

• Wellness matters: Flexible health and wellness allowance that covers much more than gym memberships

• Training and development programs based on your interests and needs 

Ready to join a proactive and modern firm that provides an exceptional career experience in an inclusive and collaborative environment? Come join us

As part of a global legal practice, Norton Rose Fulbright Canada embrace a culture of excellence and client service, but always with a focus on flexibility, respect, diversity and openness. We strive to create an equitable, inclusive environment where everyone can bring their whole self to work and realize their career potential.

To find out more about how we integrate diversity, equity and inclusion in everything we do please click Diversity, equity and inclusion | Canada | Global law firm | Norton Rose Fulbright.

If you require any reasonable adjustments during the recruiting process, please inform us in the recruitment application. We will contact you to further discuss your need.

Please note that applicants who receive an employment offer may be required during their employment with Norton Rose Fulbright to provide proof of vaccinations recommended from time to time by government or public health authorities. Norton Rose Fulbright has a duty to accommodate those who are unable to get vaccinated due to protected grounds. For applicants who require an accommodation, please contact us to discuss further.

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Please note that this job posting is being advertised to fill an existing vacancy.