Application Support Lead

About Davies

Davies is a top-tier Canadian law firm focused on high-stakes matters. With offices in Montréal, Toronto and New York, we are consistently at the centre of the most challenging deals and cases in Canada and abroad.

A position at Davies is more than just a job. When you join the firm, you will be welcomed by a team that places as much emphasis on supporting its people as it does on serving its prestigious clients. As such, we have created a collaborative environment where team members of all backgrounds feel appreciated and are encouraged to share their ideas while working alongside some of the brightest legal and business professionals who are eager to share their knowledge and experience.

About the Position

Join the Information Technology team in our Toronto office as Application Support Lead, reporting to the Director, Enterprise Application. In this role, the successful applicant will supervise the Application Support Analysts who are responsible for all application operations. This position will have the mandate to ensure the firm's systems are reliable, secure and scalable. In addition to the Lead duties, this position will be primarily responsible for the maintenance of the firms application portfolio.

The Application Support Lead will leverage in-depth market knowledge and firm policies to effectively tackle complex tasks. This role requires exceptional customer service skills, strong judgment, initiative and technical expertise to resolve issues and mentor team members.

The position will be remote, with the ability to come into the Toronto office as required.

Primary Responsibilities

• Monitor daily application alerts and proactively resolve issues to minimize user impact
• Plan, install, upgrade, configure and patch applications
• Create and maintain comprehensive application documentation, including runbooks, design documents, user guides and knowledge-base articles
• Use IT knowledge and troubleshooting skills to respond to customer inquiries effectively
• Manage software asset inventory and provide technical support during system implementations and upgrades
• Communicate ticket resolutions and maintain documentation throughout the ticketing process
• Participate in ongoing training to enhance technical skills and business acumen
• Collaborate with other IT teams to ensure seamless service delivery and compliance with processes
• Oversee daily application operations and coordinate disaster recovery procedures
• Provide after-hours support for urgent issues and engage with vendors for specialized knowledge - this may include extended shifts and occasional evening and/or weekend work
• Identify opportunities for process and system improvements to enhance operational efficiency
• Mentor and train Application Support Analysts, fostering a positive team environment
• Maintain effective communication with IT staff and establish strong relationships with co-workers and customers
• Adhere to departmental standards and assist with budgeting activities, as needed

Qualifications

• Bachelor's degree in Computer Science, Engineering or a related IT discipline, or equivalent experience
• Minimum of ten 10 years of IT experience, with at least five (5) years in an application support role
• ITIL certification (achieved or in progress)
• Proven leadership and mentoring experience
• Strong project and time management skills
• Experience in a mid to large-sized organization; law firm experience is preferred
• Experience with Agile methodologies
• Excellent communication and interpersonal skills, with the ability to work under pressure and manage multiple tasks effectively

Technical Skills

• Azure Fundamentals (AZ-900)
• Document Management Systems; NetDocuments is preferred
• Microsoft Office Suite
• Intapp Application Stack
• Active Directory and Group Policy
• Entra ID / SSO
• Certificate management and deployment
• Windows Server
• Windows Desktop
• SQL Server
• VMWare and related concepts

To Apply

For more information or to submit your application, please email recruitment@dwpv.com.

We thank all applicants for their interest; however, only those selected for further consideration will be contacted.

Davies is committed to providing a diverse, inclusive and accessible workplace for candidates and firm members with disabilities. Please let us know of any accommodations you may require at any time during the recruitment process.