Manager, IT Service Management

ABOUT GOWLING WLG

At Gowling WLG, our dedication to excellence and quality service begins with our people. As a global law firm with offices across Canada, the U.K., Europe, the Middle East and Asia, we pride ourselves on sourcing and retaining top talent who bring energy, passion and commitment to the delivery of outstanding client service.

Employee satisfaction is important to us. We work hard to ensure that our people are motivated, engaged and empowered. We are guided by our firm’s Core Values - The Power of Teamwork, Always Striving to be Better, We all Bring Something Different - in all that we do.

Diversity, equity, and inclusion are an integral part of our firm’s core values. We are always striving to build a more equitable, engaging and rewarding workplace by attracting and retaining talented people from a diverse range of backgrounds, cultures and experiences. Our aim is to help everyone reach their full potential and achieve their personal and professional goals.

Our diverse group of legal professionals, law students, law clerks, paralegals, legal administrative assistants and business services team members work together, and are respected and valued for their individual contributions.

PROFILE

The Manager, ITSM position will be responsible for overseeing service desk functions across our Ottawa and Montréal offices as part of Gowlings national Deskside group. The Manager will lead and manage help desk professionals in a white glove environment, and is tasked with ensuring exceptional service, efficient resolution of incidents, service requests, and problems. This role involves working with local office Deskside Supervisors, organizing and prioritizing day-to-day operations with project work, and ensuring staff have the tools to excel.

RESPONSIBILITIES

• Organize, prioritize, and manage Deskside staff for efficient handling of incidents and service requests.
• Coordinate with local office teams and vendors to ensure high-quality service delivery.
• Manage business client relationships, addressing escalations and building strong, positive interactions.
• Implement and manage service delivery processes in alignment with ITIL standards.
• Monitor and report on help desk performance metrics, operational health, and identifying areas for improvement.
• Coordinate with Learning and Development on training programs for help desk staff to stay current, enhance service quality, and improve customer satisfaction.
• Oversee end user asset management, ensuring end users have the technology they need when they need it.
• Responsible for accurate tracking and maintenance of assets, reporting status and exceptions per governance practices.
• Oversee the management of meeting room audio-visual technology on a national scale, leading the requirements gathering and AV vendor design, implementation and management.
  
  

QUALIFICATIONS

• Bachelor’s or College degree in Information Technology, Computer Science, Business Administration, or a related field.
• Minimum of 5 years in a help desk environment with proven experience as a Service Desk manager or similar role in a white glove culture.
• Fluent in both English and French languages, verbal and written communication, is a must have.
• Knowledge of ITIL standards and best practices as they apply to help desk and customer service functions. Relevant certifications would be considered an asset.
• Previous experience with audio-visual technology across various meeting, conference, and collaborative room functions would be a key focus.
• Ability to lead remote, cross-functional teams and driving process improvements with excellent leadership and negotiation skills.
• Excellent problem-solving and analytical skills with the ability to identify trends and root causes.
• Strong organizational and project management skills, with the ability to handle multiple tasks and prioritize effectively.
• Excellent communication and interpersonal skills, able to work collaboratively with technical and non-technical stakeholders.
• Proficiency in IT service management tools and platforms (e.g., ServiceNow, BMC Remedy, Ivanti, Halo ITSM).
• Familiarity with IT infrastructure, applications, and systems; Office365, Azure, Cisco.
• Understanding and experience with legal industry IT solutions such as Document Management Systems, Microsoft Suite & Legal Drafting Tools, Time Docketing and Billing Software, and Practice Management Software is an advantage.
• Ability to drive change and manage complex projects in a dynamic environment.
• Strong customer service orientation and commitment to improving user experience.
  
  

Gowling WLG employees benefit from a hybrid work environment.

Not sure if you meet all the requirements? If you are excited about this opportunity but your experience does not align perfectly with every qualification in the job description, we encourage you to apply anyway. You may be just the right candidate for this or other roles.

Gowling WLG is dedicated to building a diverse and inclusive workplace. If you have a disability or special need that requires accommodation at any time during the recruitment process, please let us know.

While we appreciate all applications received, only those candidates selected for an interview will be contacted.