IT Site Support Supervisor

Job summary

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.

Job details

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

What you’ll do

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.

Listed skills

• Change Management · Preferred
• Incident Management · Preferred
• Root Cause Analysis · Preferred
• SLA Management · Preferred
• Microsoft Office · Preferred
• Stakeholder Management · Preferred

Other relevant skills

Identified from the job description. Confirm important requirements above.

• 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
• Audiovisual Equipment
• End-User Training And Support
• ITIL Foundation Certification
• Productivity Improvement
• Technical Subject Matter
• Goal Setting
• Analytical Skills
• Technical Support
• Customer Service
• Collaborative Software
• Computer Hardware
• Information Technology
• Continuous Improvement Process
• Delivery Performance
• Desktop Support
• Economics
• Employee Performance Management
• Leadership
• Information Security Management Systems
• IT Service Management
• Knowledge Management
• Microsoft Certified Professional
• Performance Review
• Peripheral Devices
• Problem Management
• Service-Level Agreement
• Technology Adoption Lifecycle
• Troubleshooting (Problem Solving)
• Verbal Communication Skills

Job areas

• Technology
• Management & Leadership
• Customer Service & Support
• Legal
• Administrative
• IT Support Supervisor
• IT Manager
• Information and Communications Technology Service Managers
• Information Technology Project Managers
• Computer Occupations, All Other

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