IT Support Lead

at  Roper Greyell LLP

We’re one of the most well-respected and recognized workplace law practices in Western Canada. In order to exceed our clients’ expectations and deliver solutions to their workplace law challenges, we are continuously striving to build the best team possible.
Our firm is made up of people with diverse backgrounds, experience and perspectives, who enjoy working with clients as much as they do with one another. Working at Roper Greyell, means joining a talented team of
lawyers and administrative professionals who support each other in an environment where people come first.
We value and recognize the contribution made by everyone on our team. Each of us performs an important role in the success of our firm and how we determine our future.
We’re always ready to welcome skilled and energetic people to our team.
It’s different here. Join our team.
The IT Support Lead is responsible for ensuring that our internal service standards are consistently met and that technical issues are resolved promptly and efficiently. The IT Support Lead triages, troubleshoots, and resolves IT tickets in a timely and professional manner, documenting both the problems and resolutions in the firm’s Knowledge Base. Both supporting and empowering team members, the IT Support Lead continuously shares knowledge and best practices with the team to establish and maintain confidence in IT’s services.

QUALIFICATIONS

• System administration and IT certifications in Microsoft, Cisco, ITIL, ITSM, or other relevant fields.
• A minimum of 4 years of experience in a similar role, or roles with increasing levels of responsibility.
• 2+ years of people management experience.
• An excellent understanding of Service Desk Service Level Agreements (SLA)
• Ability to work both independently and as part of a team
• Strong organization, time management and problem-solving skills
• Ability to use discretion and maintain confidentiality when handling sensitive information
• Ability to utilize knowledge and resources to find best resolutions
• Experience working in a law firm or legal setting preferred