Baker McKenzie

Role Purpose

The Supervisor, IT Site Support is responsible for ensuring the reliable operation of end-user technology, office systems, and collaboration tools to enable attorneys and business professionals to work efficiently and effectively. This role provides both hands-on technical support and leadership to the local IT support function, ensuring the timely resolution of incidents, service requests, and escalations while maintaining a high level of customer service.

The successful candidate will act as a technical subject matter expert, lead technology support initiatives, mentor support team members, and collaborate with regional and global technology teams to enhance service delivery and user experience.

Key Responsibilities

• Supervise, mentor, and support IT Site Support Analysts and Senior Analysts.
• Serve as a subject matter expert for designated technologies and support processes.
• Provide hands-on support for hardware, software, mobile devices, business applications, and collaboration tools.
• Install, configure, maintain, and troubleshoot workstations, laptops, printers, and peripherals.
• Own and drive incidents through resolution, engaging specialized technical resources when necessary.
• Support and maintain video conferencing systems, webinar platforms, meeting room technologies, and audiovisual equipment.
• Coordinate and participate in technology improvement initiatives across supported offices.
• Ensure compliance with the Firm's Information Security Management System (ISMS).
• Perform root cause analysis and trend identification to prevent recurring issues.
• Maintain accurate documentation and knowledge articles within ServiceNow and other support tools.
• Act as a liaison between local users, vendors, and global technology teams.
• Monitor service delivery performance and ensure compliance with established Service Level Agreements (SLAs).
• Manage employee performance, development plans, annual goal setting, and performance review processes.
• Assist with technology adoption, user training, and change management initiatives.

Skills and Experience

Required

• 7+ years of experience in Information Technology, Desktop Support, End User Computing, or a related field.
• 3–5 years of supervisory or people management experience, preferably within a law firm or professional services environment.
• Strong experience supporting Microsoft Windows operating systems and Microsoft Office applications.
• Excellent knowledge of computer hardware, workstations, laptops, mobile devices, and peripherals.
• Experience working within a Service Desk environment and managing support activities against established SLAs.
• Experience supporting video conferencing, webinar technologies, and audiovisual systems.
• Strong troubleshooting, problem-solving, and analytical skills.
• Excellent written and verbal communication skills with the ability to explain technical concepts to non-technical users.
• Proven ability to build relationships and work effectively with stakeholders across all levels of the organization.

Preferred

• Microsoft MCP or other relevant technical certifications.
• ITIL Foundation or related IT Service Management certification.
• Experience with ServiceNow or similar ITSM platforms.
• Experience supporting users within a global organization.
• Experience with knowledge management and problem management processes.

What Success Looks Like

• Delivering a high-quality end-user support experience.
• Leading and developing a high-performing IT support team.
• Driving continuous improvement initiatives and operational efficiencies.
• Building strong partnerships with attorneys, business professionals, vendors, and technology stakeholders.
• Ensuring reliable technology services while meeting established service delivery standards.