We are seeking a Director, IT Support to work within the Information Technology group across the Canadian offices. This individual will lead a team of IT professionals responsible for being the front line and “face of” IT to our users. This role requires a proactive, well-organized, self-motivated individual capable of organizing resources in line with the changing daily service requirements and taking an ITSM-focused approach to day-to-day operations. The candidate must have significant experience with technology and have high analytical and problem-solving skills along with excellent written and verbal communication skills, as there will be interaction with the business and internal IT stakeholders at all levels. The key focus of the team is to deliver a world class IT service to the firm and includes oversight of the Service Desk (SD), Enterprise Resource Planning (ERP), Level 1 Support, Identity and Access Management (IAM) and Audio Visual (AV) teams. Principal Duties: Co-ordination of the team(s) Work with the SD Team Leads to ensure daily operations are managed and customer needs and expectations are met. Leverage the national Customer Service team to ensure the most efficient use of available resources across local vs national workloads. Work to achieve KPIs, while maintaining a high level of morale and customer satisfaction. Business Engagement Develop and maintain good relationships with senior leadership (Office Managing Partners, Local and National Chairs and Business Services Managers). Develop and review monthly performance scorecards with senior leadership. Develop strategic roadmaps for the teams based on requirements gathered from key decision makers. Quality Management Implement and continue ‘quality management’ within SD, IAM, and AV to ensure customer service standards exceed expectations, and drive efficiencies and reduce incidents Use methods such as balanced scorecards, to review quality of live telephone calls, ticket notes and resolution details. Knowledge & Coaching Where development is required, work with individuals to continually improve their service offering through 1 on 1 coaching, peer to peer development and scheduling training etc. Ensure there is a national approach to documentation and training for all SD, IAM, and AV staff. Report on progress and designing future development paths for the teams and individuals. Escalation Management Act as a point of escalation for service complaints, ensuring customers concerns are addressed and reported to senior management where required. Act as a ‘Major Incident Manager’ when there is a severe impact/outage to the customers and communicate to IT/customers as necessary. ERP (FMS) Application End User Support: Incident & Ticket Management: Monitor, log, and triage Level 1 ERP support tickets; provide first-line troubleshooting for user issues, resolve standard incidents, and escalate complex problems to Level 2/3 support as needed. User Support & Guidance: Assist end users with ERP transactions, navigation, and basic configuration questions; provide clear instructions, job aids, and training support to improve user proficiency. Documentation & Continuous Improvement: Maintain accurate documentation of incidents, resolutions, and known issues; contribute to knowledge base updates and recommend process improvements to enhance support efficiency and service quality. Project Transition Work with the project and level 3 teams to ensure successful engagement of the SD, IAM, and AV teams. Ensure plans are in place for Service Desk staff training of new systems prior to go-live. Act as an approver in the Change Approval process, on behalf of the IT support teams and the customer. Contribute to and approve technical designs submitted through projects. Capabilities and Credentials Minimum of twelve (12) years’ work experience in technical support. Minimum of eight (8) years’ work experience in a management role. Proven experience in team supervision, workload prioritization and technical troubleshooting. Proven experience in setting & managing against Key Performance Indicators. Quantifiable experience in ITIL service management disciplines: Incident, Problem & Change. Ability to work with, manipulate and interpret data sets and perform analytics as needed. Ability to manage personal and team workloads (including management of team schedules). Proven ability to be able to measure and monitor the team’s operational performance. Provide management reports and scorecards for the IT Leadership team. Significant experience working with high profile customers in a demanding and time critical environment. Ability to troubleshoot and understand the customers’ requirements, to be able to deliver the right solution to meet their ‘needs’ rather than their ‘wants’. Process driven, with the ability to focus on the end result/be a completer, finisher. Excellent written and communication skills. Ability to handle confidential information and use good judgement. Excellent training, coaching, and counselling skills. Knowledge of Legal technology is a benefit. Ability to work under pressure and time deadlines. Availability outside of standard working hours is a requirement. Must have exposure to the following: Budgeting and finance processes Project and resource management Managing IT Support teams (>25) Bilingual (spoken and written French and English) is an asset Why join our team: Hybrid work environment 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 Salary range: $170,000 - $200,000 The salary bands provided reflect the typical range for this role in the region indicated. We recognize that each candidate brings a unique set of experiences and skills, and final compensation will be thoughtfully determined based on individual qualifications and current market factors. Please note that salary will be discussed and negotiated during interview. Toronto: $0 - $0 Ottawa: $0 - $0 Vancouver: $0 - $0 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 Please note that this job posting is being advertised to fill an existing vacancy. Norton Rose Fulbright provides a full scope of legal services to the world’s preeminent corporations and financial institutions. The global law firm has more than 3,000 lawyers advising clients across locations in the United States, Europe, Canada, Latin America, Asia, Australia, Africa and the Middle East. With its global business principles of quality, unity and integrity, Norton Rose Fulbright is recognized for its client service in key industries, including financial institutions; energy, infrastructure and resources; technology; transport; life sciences and healthcare; and consumer markets. As a global law firm, we embrace a culture of excellence and working hard, 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.