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.
Principal Duties:
Capabilities and Credentials
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.
Knowledge of Legal technology is a benefit.
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)
Bilingual (spoken and written French and English) is an asset
Why join our team:
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
Salary range: $170,000 - $200,000
The salary bands provided reflect the typical range for this role in the region indicated. We recognize that each candidate brings a unique set of experiences and skills, and final compensation will be thoughtfully determined based on individual qualifications and current market factors. Please note that salary will be discussed and negotiated during interview.

Toronto: $0 - $0
Ottawa: $0 - $0
Vancouver: $0 - $0
Ready to join a proactive and modern firm that provides an exceptional career experience in an inclusive and collaborative environment? Come join us!
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.
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Please note that this job posting is being advertised to fill an existing vacancy.
