Impress employers and recruiters.
Choose from hundreds of resume examples.

Target Resume Now

About the Role

Lead a team of IT professionals responsible for being the front line and “face of” IT to users within the Information Technology group across Canadian offices. This role requires a proactive, well-organized, self-motivated individual capable of organizing resources in line with changing daily service requirements and taking an ITSM-focused approach to day-to-day operations. The key focus of the team is to deliver world-class IT service to the firm, including oversight of the Service Desk, ERP, Level 1 Support, Identity and Access Management, and Audio Visual teams.

Responsibilities

Coordinate team operations, ensuring daily operations are managed and customer needs are met.
Leverage the national Customer Service team for efficient resource utilization.
Work to achieve KPIs while maintaining high morale and customer satisfaction.
Develop and maintain relationships with senior leadership.
Develop and review monthly performance scorecards with senior leadership.
Develop strategic roadmaps for teams based on requirements from key decision makers.
Implement and maintain quality management within Service Desk, IAM, and AV to exceed customer service standards and drive efficiencies.
Use methods such as balanced scorecards to review the quality of live telephone calls, ticket notes, and resolution details.
Provide coaching, peer-to-peer development, and training to improve individual service offerings.
Ensure a national approach to documentation and training for all Service Desk, IAM, and AV staff.
Report on progress and design future development paths for teams and individuals.
Act as an escalation point for service complaints and report to senior management as required.
Act as a Major Incident Manager during severe impact/outages and communicate as necessary.
Monitor, log, and triage Level 1 ERP support tickets, providing first-line troubleshooting.
Assist end users with ERP transactions, navigation, and basic configuration questions.
Maintain accurate documentation of incidents, resolutions, and known issues.
Contribute to knowledge base updates and recommend process improvements.
Work with project and Level 3 teams to ensure successful engagement of Service Desk, IAM, and AV teams.
Ensure Service Desk staff training on new systems prior to go-live.
Act as an approver in the Change Approval process on behalf of IT support teams and the customer.
Contribute to and approve technical designs submitted through projects.

Requirements

Minimum of twelve (12) years of work experience in technical support.
Minimum of eight (8) years of work experience in a management role.
Proven experience in team supervision, workload prioritization, and technical troubleshooting.
Proven experience in setting and managing against Key Performance Indicators.
Quantifiable experience in ITIL service management disciplines: Incident, Problem & Change.
Ability to work with, manipulate, and interpret data sets and perform analytics.
Ability to manage personal and team workloads, including management of team schedules.
Proven ability to measure and monitor the team’s operational performance.
Provide management reports and scorecards for the IT Leadership team.
Significant experience working with high-profile customers in a demanding and time-critical environment.
Ability to troubleshoot and understand customer requirements to deliver the right solution.
Process-driven with the ability to focus on the end result.
Excellent written and communication skills.
Ability to handle confidential information and use good judgment.
Excellent training, coaching, and counselling skills.
Ability to work under pressure and meet deadlines.
Availability outside of standard working hours is a requirement.
Exposure to budgeting and finance processes.
Exposure to project and resource management.
Exposure to managing IT Support teams (>25).
Applicants who receive an employment offer may be required during their employment to provide proof of vaccinations recommended 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.

Skills

Technology
Analytical skills
Problem-solving skills
Written communication skills
Verbal communication skills
ITSM
Service Desk
Enterprise Resource Planning (ERP)
Level 1 Support
Identity and Access Management (IAM)
Audio Visual (AV)
ITIL
Budgeting
Finance processes
Project management
Resource management
Legal technology (benefit)

Location

Canadian offices
Toronto
Ottawa
Vancouver

Work Type

Hybrid work environment
Full-time

Experience Level

Director
12+ years in technical support
8+ years in management

Salary/Compensations

$170,000 - $200,000

Benefits

Retirement savings plan with employer contribution
Benefit premiums paid by the firm
Telemedicine services
Flexible health and wellness allowance

About the Company

Norton Rose Fulbright provides a full scope of legal services to the world’s preeminent corporations and financial institutions.
The global law firm has more than 3,000 lawyers advising clients across locations in the United States, Europe, Canada, Latin America, Asia, Australia, Africa and the Middle East.
With its global business principles of quality, unity and integrity, Norton Rose Fulbright is recognized for its client service in key industries, including financial institutions; energy, infrastructure and resources; technology; transport; life sciences and healthcare; and consumer markets.
As a global law firm, we embrace a culture of excellence and working hard, 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.

Equal Opportunity

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.