Posted: March 18, 2026

The IT Service Delivery Specialist plays a critical role in delivering reliable, responsive, and proactive technology support within a professional legal environment. This position provides deskside support to internal users and serves as the primary liaison with the Firm’s external Managed Services Provider (MSP), ensuring effective communication, timely escalation, and consistent follow-through on all IT-related matters.

This is a hands-on, client-focused role that requires a blend of technical troubleshooting skills, strong communication abilities, and the organizational mindset to coordinate with external IT partners.

Interested applicants should forward their resumes to careers@perlaw.ca. This is a vacant position. Salary range: $55,000 to $75,000.

####Key Responsibilities

• Provide first-level and deskside support for internal users, including software, hardware, peripheral, and basic network troubleshooting
• Support Microsoft 365 applications, including Outlook, Teams, Word, Excel, and SharePoint
• Set up and configure workstations, user accounts, and access for new hires and internal transfers
• Support office hardware such as printers, scanners, conference room AV equipment, and VoIP phones
• Assist with mobile device setup and configuration (iOS/Android), including email access and MDM (if applicable)
• Act as the primary on-site liaison between the Firm and its external MSP, ensuring prompt ticket escalation, resolution tracking, and service quality
• Log and track support requests, follow up on open tickets, and ensure adherence to agreed service levels (SLAs)
• Coordinate on-site visits or remote sessions with the MSP and other third-party IT vendors as required
• Monitor ongoing IT support activity to identify recurring issues or service gaps, escalating trends as needed
• Maintain and manage the Firm’s IT asset inventory, hardware lifecycle records, and software license tracking
• Assist in the administration of basic cloud systems and user access (e.g., Microsoft 365, email, file storage)
• Participate in the rollout of IT projects, including software upgrades, system migrations, and hardware refreshes
• Collaborate with the MSP and internal stakeholders to ensure smooth execution of IT initiatives
• Provide internal representation of user needs during planning and implementation of technical solutions
• Maintain accurate internal IT documentation, including user guides, system configuration, and vendor contact lists
• Ensure that documentation provided by the MSP is kept up-to-date and accessible
• Support internal compliance and cybersecurity initiatives as required

####Qualifications

• 2-5 years of experience in an IT support, coordinator, or service delivery role
• Experience working with or coordinating services with a Managed Services Provider (MSP) or external IT vendor is strongly preferred
• Proficiency in Microsoft Windows 10/11, Microsoft 365 apps, and standard desktop environments
• Working knowledge of PC hardware, printers, VoIP phones, and basic networking concepts (DNS, DHCP, VPN, TCP/IP)
• Experience with helpdesk ticketing systems, IT documentation, and asset tracking tools
• Strong verbal and written communication skills, with the ability to clearly convey technical information to non-technical users
• Demonstrated ability to manage multiple priorities, follow up on issues, and maintain a high level of customer service
• Certifications such as CompTIA A+, Microsoft 365 Fundamentals, or ITIL Foundation are considered assets