Top Benefits
About the role
ABOUT GOWLING WLG
At Gowling WLG, our commitment to excellence begins with our people. As an international law firm with offices in Canada, the U.K., Europe, the Middle East, and Asia, we’re proud to recruit and retain top talent who bring energy, insight, and a singular focus on delivering exceptional experiences – for our clients and each other.
We’re intentional about building a workplace that’s both high-performing and supportive, ensuring that everyone is empowered to do their best work and reach their full potential. Our culture is grounded in our shared values: Raise the Bar, Embrace Differences, and Thrive Together. These values shape how we collaborate, lead, and succeed – across teams, time zones, and career paths.
Whether you’re pursuing a role in law or business services, explore what’s possible and make your mark with Gowling WLG.
PROFILE
The IT Support Supervisor will supervise and coordinate the activities of the Deskside Technicians in our Toronto office to ensure that requests are handled and assigned in a timely, effective manner. This person will act as a primary client service representative and escalation contact for all local office IT requests.
This is a fully on-site role.
RESPONSIBILITIES
- Ensure the Deskside is always monitored during designated hours and provide back-up telephone, email, remote, and on-site support for all applications, proprietary programs, and computer equipment used by the Firm.
- Supervise and coordinate the activities of Deskside Technicians by establishing priorities and coordinating work schedules; participates in recruitment activities as required.
- Responsible for the performance management process, providing guidance, mentorship and coaching as required.
- Ensure support requests are properly logged in the Firm’s ticketing system.
- Monitor and follow up on requests assigned to Deskside Technicians; assist in resolving problems, completing requests, and escalating tickets when necessary.
- Maintain a Standard Operating Procedures Manual for the Deskside operations.
- Monitor the allocation of office pool resources such as laptops, printers, scanners, etc.
- Participate in IT projects and deployments and liaise with other offices where necessary.Solicit feedback and suggestions from end users in identifying and recommending methods to improve user productivity and reduce Firm costs.
- Coordinate with vendors as required.
- Any other duties as required.
QUALIFICATIONS
- College diploma in Computer Science.
- Five (5) to seven (7) years of supervisory experience in IT, overseeing Deskside, Service Desk, or Helpdesk teams.
- Five (5) to seven (7) years of experience in software evaluation, configuration, support, and needs analysis
- Solid background in the use and support of standard business applications including required experience with Microsoft Office products and Microsoft Windows.
- Ability to communicate effectively with other Firm members and the ability to build relationships with internal staff and management.
- Strong client service skills with the ability to handle complex situations and maintain a level-head during stressful situations.
- Excellent verbal and written communication skills and ability to guide and direct firm members at all levels.
- Strong analytical and problem-solving skills.
- Capacity to work independently, as well as in a team environment, with minimal supervision.
- Ability to thrive in a fast paced and dynamic work environment, occasionally working under tight timelines.
- Able to prioritize and to redefine priorities when necessary.
- Ability to work on call.
BENEFITS/PERKS
Gowling WLG’s total rewards program is designed to foster a culture where high performance and personal well-being go hand-in-hand. We support your career and life with:
- 100% employer-paid health, dental, and mental health coverage, plus an annual lifestyle spending allowance
- Benefits coverage for Firm members and their dependents from day one!
- 15+ vacation days
- Parental leave top-up for 26 weeks (after 12 months of full-time employment)
- Group Retirement Savings Plan with employer match
- Financial protection through short & long-term disability, life, accident & critical illness insurance
- Employee & Family Assistance Program, guided CBT, and an internal network of 120+ trained Mental Health First Aid responders
- Recognition awards, appreciation events, and a supportive, collaborative work culture
- Perks and preferred pricing programs, referral bonuses and more
Gowling WLG is dedicated to building a diverse and inclusive workplace. If you are in need of accommodation or support at any time during the recruitment process, please let us know.
About Gowling WLG
Top Benefits
About the role
ABOUT GOWLING WLG
At Gowling WLG, our commitment to excellence begins with our people. As an international law firm with offices in Canada, the U.K., Europe, the Middle East, and Asia, we’re proud to recruit and retain top talent who bring energy, insight, and a singular focus on delivering exceptional experiences – for our clients and each other.
We’re intentional about building a workplace that’s both high-performing and supportive, ensuring that everyone is empowered to do their best work and reach their full potential. Our culture is grounded in our shared values: Raise the Bar, Embrace Differences, and Thrive Together. These values shape how we collaborate, lead, and succeed – across teams, time zones, and career paths.
Whether you’re pursuing a role in law or business services, explore what’s possible and make your mark with Gowling WLG.
PROFILE
The IT Support Supervisor will supervise and coordinate the activities of the Deskside Technicians in our Toronto office to ensure that requests are handled and assigned in a timely, effective manner. This person will act as a primary client service representative and escalation contact for all local office IT requests.
This is a fully on-site role.
RESPONSIBILITIES
- Ensure the Deskside is always monitored during designated hours and provide back-up telephone, email, remote, and on-site support for all applications, proprietary programs, and computer equipment used by the Firm.
- Supervise and coordinate the activities of Deskside Technicians by establishing priorities and coordinating work schedules; participates in recruitment activities as required.
- Responsible for the performance management process, providing guidance, mentorship and coaching as required.
- Ensure support requests are properly logged in the Firm’s ticketing system.
- Monitor and follow up on requests assigned to Deskside Technicians; assist in resolving problems, completing requests, and escalating tickets when necessary.
- Maintain a Standard Operating Procedures Manual for the Deskside operations.
- Monitor the allocation of office pool resources such as laptops, printers, scanners, etc.
- Participate in IT projects and deployments and liaise with other offices where necessary.Solicit feedback and suggestions from end users in identifying and recommending methods to improve user productivity and reduce Firm costs.
- Coordinate with vendors as required.
- Any other duties as required.
QUALIFICATIONS
- College diploma in Computer Science.
- Five (5) to seven (7) years of supervisory experience in IT, overseeing Deskside, Service Desk, or Helpdesk teams.
- Five (5) to seven (7) years of experience in software evaluation, configuration, support, and needs analysis
- Solid background in the use and support of standard business applications including required experience with Microsoft Office products and Microsoft Windows.
- Ability to communicate effectively with other Firm members and the ability to build relationships with internal staff and management.
- Strong client service skills with the ability to handle complex situations and maintain a level-head during stressful situations.
- Excellent verbal and written communication skills and ability to guide and direct firm members at all levels.
- Strong analytical and problem-solving skills.
- Capacity to work independently, as well as in a team environment, with minimal supervision.
- Ability to thrive in a fast paced and dynamic work environment, occasionally working under tight timelines.
- Able to prioritize and to redefine priorities when necessary.
- Ability to work on call.
BENEFITS/PERKS
Gowling WLG’s total rewards program is designed to foster a culture where high performance and personal well-being go hand-in-hand. We support your career and life with:
- 100% employer-paid health, dental, and mental health coverage, plus an annual lifestyle spending allowance
- Benefits coverage for Firm members and their dependents from day one!
- 15+ vacation days
- Parental leave top-up for 26 weeks (after 12 months of full-time employment)
- Group Retirement Savings Plan with employer match
- Financial protection through short & long-term disability, life, accident & critical illness insurance
- Employee & Family Assistance Program, guided CBT, and an internal network of 120+ trained Mental Health First Aid responders
- Recognition awards, appreciation events, and a supportive, collaborative work culture
- Perks and preferred pricing programs, referral bonuses and more
Gowling WLG is dedicated to building a diverse and inclusive workplace. If you are in need of accommodation or support at any time during the recruitment process, please let us know.