Director, IT Support

Norton Rose Fulbright • Toronto, ON

23h • CA$170,000 - CA$200,000 • Hybrid

About The Position

We are seeking a Director, IT Support to work within the Information Technology group across the Canadian offices. This individual will lead a team of IT professionals responsible for being the front line and “face of” IT to our users. This role requires a proactive, well-organized, self-motivated individual capable of organizing resources in line with the changing daily service requirements and taking an ITSM-focused approach to day-to-day operations. The candidate must have significant experience with technology and have high analytical and problem-solving skills along with excellent written and verbal communication skills, as there will be interaction with the business and internal IT stakeholders at all levels. The key focus of the team is to deliver a world class IT service to the firm and includes oversight of the Service Desk (SD), Enterprise Resource Planning (ERP), Level 1 Support, Identity and Access Management (IAM) and Audio Visual (AV) teams.

Requirements

• Minimum of twelve (12) years’ work experience in technical support.
• Minimum of eight (8) years’ work experience in a management role.
• Proven experience in team supervision, workload prioritization and technical troubleshooting.
• Proven experience in setting & 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 as needed.
• Ability to manage personal and team workloads (including management of team schedules).
• Proven ability to be able 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 the customers’ requirements, to be able to deliver the right solution to meet their ‘needs’ rather than their ‘wants’.
• Process driven, with the ability to focus on the end result/be a completer, finisher.
• Excellent written and communication skills.
• Ability to handle confidential information and use good judgement.
• Excellent training, coaching, and counselling skills.
• Ability to work under pressure and time deadlines.
• Availability outside of standard working hours is a requirement.
• Must have exposure to the following: Budgeting and finance processes Project and resource management Managing IT Support teams (>25)

Nice To Haves

• Knowledge of Legal technology is a benefit.
• Bilingual (spoken and written French and English) is an asset

Responsibilities

• Co-ordination of the team(s): Work with the SD Team Leads to ensure daily operations are managed and customer needs and expectations are met. Leverage the national Customer Service team to ensure the most efficient use of available resources across local vs national workloads. Work to achieve KPIs, while maintaining a high level of morale and customer satisfaction.
• Business Engagement: Develop and maintain good relationships with senior leadership (Office Managing Partners, Local and National Chairs and Business Services Managers). Develop and review monthly performance scorecards with senior leadership. Develop strategic roadmaps for the teams based on requirements gathered from key decision makers.
• Quality Management: Implement and continue ‘quality management’ within SD, IAM, and AV to ensure customer service standards exceed expectations, and drive efficiencies and reduce incidents. Use methods such as balanced scorecards, to review quality of live telephone calls, ticket notes and resolution details.
• Knowledge & Coaching: Where development is required, work with individuals to continually improve their service offering through 1 on 1 coaching, peer to peer development and scheduling training etc. Ensure there is a national approach to documentation and training for all SD, IAM, and AV staff. Report on progress and designing future development paths for the teams and individuals.
• Escalation Management: Act as a point of escalation for service complaints, ensuring customers concerns are addressed and reported to senior management where required. Act as a ‘Major Incident Manager’ when there is a severe impact/outage to the customers and communicate to IT/customers as necessary.
• ERP (FMS) Application End User Support: Incident & Ticket Management: Monitor, log, and triage Level 1 ERP support tickets; provide first-line troubleshooting for user issues, resolve standard incidents, and escalate complex problems to Level 2/3 support as needed. User Support & Guidance: Assist end users with ERP transactions, navigation, and basic configuration questions; provide clear instructions, job aids, and training support to improve user proficiency. Documentation & Continuous Improvement: Maintain accurate documentation of incidents, resolutions, and known issues; contribute to knowledge base updates and recommend process improvements to enhance support efficiency and service quality.
• Project Transition: Work with the project and level 3 teams to ensure successful engagement of the SD, IAM, and AV teams. Ensure plans are in place for Service Desk staff training of new systems prior to go-live. Act as an approver in the Change Approval process, on behalf of the IT support teams and the customer. Contribute to and approve technical designs submitted through projects.

Benefits

• 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

What This Job Offers

• Job Type: Full-time
• Career Level: Director
• Education Level: No Education Listed