Job InformationPosting Date 28-Jul-2026
Requisition ID 3231
States/Provinces/Cities Toronto
Location Type Office/Onsite
Business Unit Business Professionals
Function Technology
Full Time or Part Time Full Time
Description & RequirementsRole Purpose 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.
Key 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 ExperienceRequired- 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.
Additional InformationThe Canadian base compensation for this position is expected to be CAD $81,000 to $90,700 annually if located in Toronto. Within the range, individual pay is determined by work location and additional factors, including job-related skills, experience, and relevant education or training. Your recruiter can share more about the specific salary range for your preferred location during the hiring process.
