IT Support Lead

We’re one of the most well-respected and recognized workplace law practices in Western Canada. In order to exceed our clients’ expectations and deliver solutions to their workplace law challenges, we are continuously striving to build the best team possible.

Our firm is made up of people with diverse backgrounds, experience and perspectives, who enjoy working with clients as much as they do with one another. Working at Roper Greyell, means joining a talented team of
lawyers and administrative professionals who support each other in an environment where people come first.

We value and recognize the contribution made by everyone on our team. Each of us performs an important role in the success of our firm and how we determine our future.

We’re always ready to welcome skilled and energetic people to our team.

It's different here. Join our team.

The IT Support Lead:

• Reports directly to the Senior Manager, IT Services, and works closely with the internal and external IT teams.
• Works 37.5 hours per week. Support requests made after business hours will be handled by the Firm’s MSP.
• Is vigilant with deadlines, multitasking and time management and is able to keep on top of expectations and quality of work.
• Communicates effectively and work collaboratively with all RG team members.
• Sits at a desk, working on the computer for long periods of time
  Moves around the office, carrying or installing equipment

Responsibilities:
General

• Organizes and coordinates activities of the IT services team including ticket triage, troubleshooting, and resolution.
• Resolves atypical or escalated issues and acts as a resource to others, determines if further escalation is required to the Senior Manager, IT Services.
• Creates, maintains, and publishes relevant knowledge (Knowledge Base (KB), Standard Operating Procedures (SOP), etc.)
• Escalates trade-offs when appropriate.
• Understands end-to-end processes deeply and can easily assist in all steps of a multiple step process.
• Executes on Service Level Agreements (SLA) and Key Performance Indicators (KPI) and helps distribute cases.
• Provides excellent customer service, high quality resolution and consistent support of standard processes by following documented work instructions and ways of working guidelines. Recommends updates accordingly.
• Ensures data accuracy and integrity with all transactions, communications and stakeholder support.
• Leads and/or participates in special projects of varying sizes.

Leadership

• Provides general IT training for all new hires as well as specialized training, direction and guidance for IT services team, as appropriate.
• Ensures team is achieving SLAs and productivity goals including technician time tracking, ticket response time, call answer time, timely resolutions and/or escalations of support tickets. Prepares regular reporting on service desk activity.
• Ensures firm service standards satisfaction by following up regularly with internal team members on outstanding and resolved tickets.
• Identifies gaps in service delivery, team knowledge, and process documents. Updates, organizes, and refines to meet service delivery goals.
• Fosters a sense of team by actively collaborating and leading others by example.

Qualifications:

• System administration and IT certifications in Microsoft, Cisco, ITIL, ITSM, or other relevant fields.
• A minimum of 4 years of experience in a similar role, or roles with increasing levels of responsibility.
• 2+ years of people management experience.
• An excellent understanding of Service Desk Service Level Agreements (SLA)
• Ability to work both independently and as part of a team
• Strong organization, time management and problem-solving skills
• Ability to use discretion and maintain confidentiality when handling sensitive information
• Ability to utilize knowledge and resources to find best resolutions

Technical (including but not limited to)

• Cloud Environments and Services: Azure Cloud, and Azure Hybrid environments
• Microsoft Solutions: On-premise AD, Entra/Azure AD, Microsoft 365, Exchange and SharePoint Online, Teams (including the Teams phone system), SQL Server Management, Intune
• Virtualization and Storage: AVD (Azure Virtual Desktop), VMWare, Hyper-V, Backup Solutions (Azure Backup)
• Networks and Security: Enterprise Wireless (Cisco, Ubiquity, etc), Routing and Switching (HP, Cisco, etc), Firewalls (SonicWall, Fortinet, etc), Cybersecurity Suites (Internal user training, MFA, EDR, MDR/XDR, Threat Intelligence tools)
• Enterprise Applications: Document Management Systems ( iManage, Worldox), eSigning, Accounting software (Elite, Acumin, etc), MS Office 365, Scripting (PowerShell)