Team Lead, End User Support


Team Lead, End User Support
Toronto, ON
Reference # AC -13000

With offices in Toronto, Calgary, Montreal and Halifax, our international legal client has a reputation for providing strategic advice when it comes to large and complex transactions. Well respected, they bring a collaborative practice style backed up by high quality, innovative and collaborative service.

Reporting to the Manager, End User Support, the Team Lead, End User Support is responsible for providing direction on the day-to-day operations of the help desk and operations teams and works closely with the Manager, End User Support to provide optimal service to the firm.

Key Accountabilities

Daily Operations:

  • Provide direction to the team on all help desk and operations related matters, which includes ensuring workload allocation is equitable amongst all team members.
  • Responsible for providing technical assistance to users (both hardware and software) which includes troubleshooting, researching and resolving issues in a timely manner.
  • Responsible for ensuring Helpdesk tickets are documented and resolved in a timely manner.
  • Act as subject matter expert and respond to complex questions and problems raised by team members or users. Escalate issues to appropriate Manager as needed.
  • Work with Manager, End User Support to ensure we have a consistent and optimal work schedule for Helpdesk and Operations teams covering the Helpdesk business hours and after-hours support.
  • Work closely with Manager, End User Support to continually review and explore Helpdesk and Operational best practices and implement any policy, procedural and technical changes as required.
  • Work with Manager, End User Support to monitor and analyze support services to the Firm through user feedback and report analysis to provide continuous improvement and efficiencies of support service levels.
  • Work with Manager, End User Support to manage all hardware moves, adds, changes and special requests as it relates to the set up and maintenance of the telephone and voicemail system, multifunction and local printers, copiers, desktops, laptops and Mobile Devices.

Team Engagement:

  • Work with Manager, End User Support to provide direction, coaching, and development support to ensure the team is engaged and capable of delivering on their accountabilities and meeting service standards of the department (in line with department goals/objectives).
  • Work with Manager, End User Support to assess the skills and capabilities of the team on an ongoing basis to determine learning and skill requirements including identifying appropriate training requirements.

Employee Relations:

  • Participate in year-end performance review discussions with Manager, End User Support.
  • Participate in the recruitment process with Manager, End User Support to select Helpdesk and Operations services positions.
  • Budget
  • Work with Manager, End User Support to support and provide input into the annual department budget.

Attributes & Experience:

  • Undergraduate education in Technology or equivalent experience to successfully complete the essential requirements of the role.
  • Minimum of 5 years’ experience in a Helpdesk or IT services capacity, with at least 1 year of lead or supervisory experience.
  • Proven technical knowledge and experience supporting computer software and hardware.
  • Expert knowledge of MS Office product suite - which includes a strong working knowledge of Outlook, Excel and Word.
  • Law firm and application support experience an asset.
  • Strong client service orientation combined with the ability to manage multiple client needs at the same time.
  • Ability to communicate effectively (verbally and in writing) to a broad range of audiences including to senior management, partners and clients.
  • Ability to plan, organize, schedule and deliver within tight deadlines in a high-pressure environment.
  • Strong project and time management skills and ability to manage a variety of concurrent projects.
  • Strong leadership, relationship, collaboration and consultation skills and the ability to work with tact, poise and discretion.
  • Proven analytical and problem-solving abilities.
  • Excellent troubleshooting and problem-solving skills to resolve technical and PC related problems.
  • Determined with a can-do, hands on approach.
  • Bilingual (French and English) an asset.
  • Ability to work rotational late shifts.

To express interest in this opportunity, please click on the "Apply Now" Button below.

For more information contact Adam Creaghan at or 647 336 1416

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