Top Benefits
About the role
Norton Rose Fulbright Canada LLP is currently seeking an IT Service Support Lead to work in our Calgary Office. This role will apply extensive knowledge of the job skills, company policies and procedures to complete complex, specialized assignments/tasks in creative and effective ways and has a comprehensive understanding of the general/technical aspects of the job. This role will provide mentoring and guidance to other employees.
You will be focusing on:
- IT liaison to assigned office(s), providing technical assistance to end users.
- Ensuring timely resolution of issues or escalate to higher-level teams.
- Developing and managing relationships between IT teams and internal clients/partners.
- Identifying and leveraging IT synergy potentials across business units.
- Acting as Single Point of Ownership for multi-tier incident resolution.
- Being the Single Point of Communication for escalated incidents and requests.
- Working with stakeholders and project teams to prioritize requirements.
- Participating in trials and pilot new tools; provide support in testing procedures.
- Managing assigned IT Service Support Technicians and assign tickets accordingly.
- Maintaining awareness of current and proposed technology issues within the business unit.
- Staying abreast of new technologies to provide a competitive edge.
- Maintaining regular communications with national IT staff and local business leadership.
- Creating, distributing, and updating training guides and knowledge base solutions.
- Providing technical support during implementations and upgrades to production systems.
- Establishing and maintaining positive and effective work relationships with co-workers, leaders, and customers.
- Providing leadership within the team and assisting with training and mentoring other IT Service Support Technicians.
- Leading Customer Expectation management as part of the escalation process. Working with minimal supervision and performing administrative functions as required
What you bring to the role:
- College Graduate with a focus in Information Technology.
- A+ Certification preferred.
- ITIL Foundations V4 Certification
- Broad technical knowledge of IT
- Understanding of IT services, technology and solutions
- End User services experience (5+ years) managing small teams
- Work experience in a related industry setting is a plus
- Work experience at an IT service provider is a plus
- Experience in Major Incident Management
- Excellent English (written & spoken) - other languages specific to business unit are a plus
Shift Information
- The IT Customer Service team works an 8am - 4pm or 9am - 5pm on a 35-hour work week onsite role.
- Candidates must be willing to participate in Major Incident on-call schedule
- Candidates should be willing to work additional hours as required to fulfil the requirements of the role. This may include extended shifts and occasional evening and/or weekend work
Why join our team:
- Retirement savings plan with employer contribution
- Benefit premiums paid by the firm
- Telemedicine services
- Wellness matters: Flexible health and wellness allowance that covers much more than gym memberships! Training and development programs based on your interests and needs
Ready to join a proactive and modern firm that provides an exceptional career experience in an inclusive and collaborative environment? Come join us!
As part of a global legal practice, Norton Rose Fulbright Canada embrace a culture of excellence and client service, but always with a focus on flexibility, respect, diversity and openness. We strive to create an equitable, inclusive environment where everyone can bring their whole self to work and realize their career potential.
To find out more about how we integrate diversity, equity and inclusion in everything we do please click Diversity, equity and inclusion | Canada | Global law firm | Norton Rose Fulbright .
If you require any reasonable adjustments during the recruiting process, please inform us in the recruitment application. We will contact you to further discuss your need.
Please note that applicants who receive an employment offer may be required during their employment with Norton Rose Fulbright to provide proof of vaccinations recommended from time to time by government or public health authorities. Norton Rose Fulbright has a duty to accommodate those who are unable to get vaccinated due to protected grounds. For applicants who require an accommodation, please contact us to discuss further.
Law around the world
nortonrosefulbright.com
About Norton Rose Fulbright
Norton Rose Fulbright provides a full scope of legal services to the world’s preeminent corporations and financial institutions. Our global law firm has more than 3,000 lawyers advising clients across more than 50 locations worldwide, including Houston, New York, London, Toronto, Mexico City, Hong Kong, Sydney and Johannesburg, covering the United States, Europe, Canada, Latin America, Asia, Australia, Africa and the Middle East. We are recognized for our client service in key industries, including financial institutions; energy, infrastructure and resources; technology; transport; life sciences and healthcare; and consumer markets. Our sector focus extends across our locations and gives us the ability to transcend traditional law firm boundaries, allowing our lawyers to interconnect and share knowledge across jurisdictions, practice groups and regulatory fronts to provide an integrated and streamlined service globally. Wherever we are, we operate in accordance with our global business principles of quality, unity and integrity. We aim to provide the highest possible standard of legal service in each of our offices and to maintain that level of quality at every point of contact.
Top Benefits
About the role
Norton Rose Fulbright Canada LLP is currently seeking an IT Service Support Lead to work in our Calgary Office. This role will apply extensive knowledge of the job skills, company policies and procedures to complete complex, specialized assignments/tasks in creative and effective ways and has a comprehensive understanding of the general/technical aspects of the job. This role will provide mentoring and guidance to other employees.
You will be focusing on:
- IT liaison to assigned office(s), providing technical assistance to end users.
- Ensuring timely resolution of issues or escalate to higher-level teams.
- Developing and managing relationships between IT teams and internal clients/partners.
- Identifying and leveraging IT synergy potentials across business units.
- Acting as Single Point of Ownership for multi-tier incident resolution.
- Being the Single Point of Communication for escalated incidents and requests.
- Working with stakeholders and project teams to prioritize requirements.
- Participating in trials and pilot new tools; provide support in testing procedures.
- Managing assigned IT Service Support Technicians and assign tickets accordingly.
- Maintaining awareness of current and proposed technology issues within the business unit.
- Staying abreast of new technologies to provide a competitive edge.
- Maintaining regular communications with national IT staff and local business leadership.
- Creating, distributing, and updating training guides and knowledge base solutions.
- Providing technical support during implementations and upgrades to production systems.
- Establishing and maintaining positive and effective work relationships with co-workers, leaders, and customers.
- Providing leadership within the team and assisting with training and mentoring other IT Service Support Technicians.
- Leading Customer Expectation management as part of the escalation process. Working with minimal supervision and performing administrative functions as required
What you bring to the role:
- College Graduate with a focus in Information Technology.
- A+ Certification preferred.
- ITIL Foundations V4 Certification
- Broad technical knowledge of IT
- Understanding of IT services, technology and solutions
- End User services experience (5+ years) managing small teams
- Work experience in a related industry setting is a plus
- Work experience at an IT service provider is a plus
- Experience in Major Incident Management
- Excellent English (written & spoken) - other languages specific to business unit are a plus
Shift Information
- The IT Customer Service team works an 8am - 4pm or 9am - 5pm on a 35-hour work week onsite role.
- Candidates must be willing to participate in Major Incident on-call schedule
- Candidates should be willing to work additional hours as required to fulfil the requirements of the role. This may include extended shifts and occasional evening and/or weekend work
Why join our team:
- Retirement savings plan with employer contribution
- Benefit premiums paid by the firm
- Telemedicine services
- Wellness matters: Flexible health and wellness allowance that covers much more than gym memberships! Training and development programs based on your interests and needs
Ready to join a proactive and modern firm that provides an exceptional career experience in an inclusive and collaborative environment? Come join us!
As part of a global legal practice, Norton Rose Fulbright Canada embrace a culture of excellence and client service, but always with a focus on flexibility, respect, diversity and openness. We strive to create an equitable, inclusive environment where everyone can bring their whole self to work and realize their career potential.
To find out more about how we integrate diversity, equity and inclusion in everything we do please click Diversity, equity and inclusion | Canada | Global law firm | Norton Rose Fulbright .
If you require any reasonable adjustments during the recruiting process, please inform us in the recruitment application. We will contact you to further discuss your need.
Please note that applicants who receive an employment offer may be required during their employment with Norton Rose Fulbright to provide proof of vaccinations recommended from time to time by government or public health authorities. Norton Rose Fulbright has a duty to accommodate those who are unable to get vaccinated due to protected grounds. For applicants who require an accommodation, please contact us to discuss further.
Law around the world
nortonrosefulbright.com
About Norton Rose Fulbright
Norton Rose Fulbright provides a full scope of legal services to the world’s preeminent corporations and financial institutions. Our global law firm has more than 3,000 lawyers advising clients across more than 50 locations worldwide, including Houston, New York, London, Toronto, Mexico City, Hong Kong, Sydney and Johannesburg, covering the United States, Europe, Canada, Latin America, Asia, Australia, Africa and the Middle East. We are recognized for our client service in key industries, including financial institutions; energy, infrastructure and resources; technology; transport; life sciences and healthcare; and consumer markets. Our sector focus extends across our locations and gives us the ability to transcend traditional law firm boundaries, allowing our lawyers to interconnect and share knowledge across jurisdictions, practice groups and regulatory fronts to provide an integrated and streamlined service globally. Wherever we are, we operate in accordance with our global business principles of quality, unity and integrity. We aim to provide the highest possible standard of legal service in each of our offices and to maintain that level of quality at every point of contact.