IT Support Supervisor

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 IT Support Supervisor will supervise and coordinate the activities of the Deskside Technicians in Montreal to ensure that requests are handled and assigned in a timely, effective manner. This person will act as a primary client service representative and escalation contact for all local office IT requests.

This position requires someone who is fully bilingual (verbal/written) in English and French.

RESPONSIBILITIES

• Ensure the Deskside is monitored at all times during designated hours and provide back-up telephone, email, remote, and on-site support for all applications, proprietary programs, and computer equipment used by the Firm.
• Supervise and coordinate the activities of Deskside Technicians by establishing priorities and coordinating work schedules; participates in recruitment activities as required.
• Responsible for the performance management process, providing guidance, mentorship and coaching as required.
• Ensure support requests are properly logged in the Firm’s ticketing system.
• Monitor and follow up on requests assigned to Deskside Technicians; assist in resolving problems, completing requests, and escalating tickets when necessary.
• Maintain a Standard Operating Procedures Manual for the Deskside operations.
• Monitor the allocation of office pool resources such as laptops, printers, scanners, etc.
• Participate in IT projects and deployments, and liaise with other offices where necessary.
• Solicit feedback and suggestions from end users in identifying and recommending methods to improve user productivity and reduce Firm costs.
• Coordinate with vendors as required.
• Responsible for audio-visual coordination and support in offices that do not have dedicated support.
• Any other duties as required.

QUALIFICATIONS

• College diploma in Computer Science.
• Five (5) years’ experience in software evaluation, configuration and support, as well as needs analysis.
• Prior IT supervisory experience required.
• Solid background in the use and support of standard business applications including required experience with Microsoft Office products and Microsoft Windows.
• Ability to communicate effectively with other Firm members and the ability to build relationships with internal staff and management.
• Strong client service skills with the ability to handle complex situations and maintain a level-head during stressful situations.
• Excellent verbal and written communication skills and ability to guide and direct firm members at all levels.
• Strong analytical and problem-solving skills.
• Capacity to work independently, as well as in a team environment, with minimal supervision.
• Ability to thrive in a fast paced and dynamic work environment, occasionally working under tight timelines.
• Able to prioritize and to redefine priorities when necessary.
• Ability to work on call.
• Bilingualism (English/French) is required.

Gowling WLG employees benefit from a hybrid work structure.

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.