Torys LLP

Manager

• Oversee scheduling and work allocation for Service Desk and IT Operations teams
• Act as the subject matter expert and escalation point for complex questions or issues
• Lead the alignment and ongoing improvement of Service Desk processes and procedures
• Focus on optimizing incident, request, and change management workflows
• Monitor support services using end-user feedback and reporting analysis
• Manage hardware moves and changes related to firm assets
• Provide direction, coaching, and development support to the team
• Manage the annual performance review process and collaborate on performance improvement plans

Service Desk Manager

Support Engineer

• Provide day-to-day technical support to end-users
• Respond to help desk calls, emails, walk-in requests
• Provide desk-side support as required
• Responsible for the entry of service requests, incidents and resolutions into Service Management software
• Resolve incidents and problems using remote access software
• Escalate incidents and problems that cannot be resolved over the phone
• Record and maintain documentation and solutions stored in the internal knowledgebase
• Provide and support laptops and mobile devices for end-users

Technical Support Analyst

Attorney

• Act as key contact for all matters relating to coordinating travel arrangements
• Prepare client correspondence as required
• Coordinate client meetings and schedule boardrooms
• Update calendars for assigned principals
• Respond promptly to requests and collaborate with other departments
• Partner with principals to ensure docket time is entered by deadlines
• Prepare, print and review prebills and ensure timely billing
• Maintain and organize files for easy retrieval

Service Desk Manager

Technical Support Analyst

Legal Practice Assistant, Litigation