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Baker McKenzie

IT Site Support Supervisor

Toronto, ON, Canada

Pay: $81,000 to $90,700 CAD / year
Posting language: English
Posted: Oct 2, 2026

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Original job description

Description & Requirements

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.

Main 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 experience:

Required:

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.

About us

Baker McKenzie empowers clients to compete in the global economy. We provide comprehensive and practical legal advice that cuts through complexity with clear, actionable guidance. Our people represent diverse cultures and jurisdictions, combining local know-how with international expertise to ensure your business thrives across borders.

Additional Information

The 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.

Baker McKenzie is an Equal Opportunity Employer. We are committed to promoting diversity and inclusion for all. Our unique international culture is reflected in the drawing together of a worldwide family of individuals from diverse cultures and backgrounds in all of our offices. We are committed to providing an inclusive and accessible recruitment process. We encourage applications from individuals of all abilities and backgrounds. If you require accommodations at any stage of the application or interview process, please contact us at recruitmentservices@bakermckenzie.com, and we will work with you toward reasonable accommodating your needs.

Job Information

Posting Date

28-Sep-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

Apply About employer

More about this job

Responsibilities

The supervisor is responsible for leading the IT site support team to ensure reliable operation of end-user technology and collaboration tools. They provide hands-on technical support, manage service delivery performance, and mentor staff to maintain high service standards.

Requirements

Candidates must have at least 7 years of IT experience with 3-5 years in a supervisory role, preferably within a professional services environment. Strong technical proficiency in Windows, hardware, and audiovisual systems is required, along with excellent communication and problem-solving skills.

Skills

IT Site Support
People Management
Technical Troubleshooting
Hardware Maintenance
Software Support
Video Conferencing
Audiovisual Systems
ServiceNow
ITIL
Incident Management
SLA Management
Root Cause Analysis
Change Management
Stakeholder Management
Microsoft Windows
Microsoft Office

Visa sponsorship

Not detected in the job text

Keywords

IT Site Support
Desktop Support
End User Computing
ServiceNow
ITIL
Windows
Microsoft Office
Hardware
Mobile Devices
Video Conferencing
Audiovisual
Incident Management
SLA
Root Cause Analysis
Change Management
Information Security
ISMS
Technical Support
Leadership
Mentoring
Professional Services
Law Firm
MCP
IT Service Management
Workstations
Laptops
Peripherals
Webinar Platforms
Knowledge Management
Problem Management

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