Manager, Service Desk

Come join our team If you are looking for a career that is both challenging and rewarding, with an organization that values diversity, equity and a shared sense of purpose, look no further. We are proud to say that we’ve been recognized as one of BC’s Top Employers since 2022 The Law Society of BC offers work/life balance, a collegial atmosphere, and an excellent benefits package, including extended health benefits, a dental plan and more. The Law Society is seeking a permanent, full‑time Manager, Service Desk & Cybersecurity in our Information Services department. The Manager, Service Desk and Cybersecurity is responsible for overseeing the day‑to‑day delivery of technical support services to Law Society staff and for overseeing the Law Society’s cybersecurity services. Reporting directly to the Chief Information Officer, this role manages a team of Support Technicians (tier 1) ensuring timely, effective, and customer‑focused resolution of technical issues. The Service Desk Manager works closely with the Network Manager, Assistant Network Manager, and Senior Support Specialist to elevate and resolve more complex technical problems, enhance cybersecurity posture, and improve service delivery. Responsibilities Managing the Service Desk team to ensure high‑quality and consistent end‑user support. Providing leadership, coaching, and mentoring to team members, fostering professional growth and adherence to service standards. Overseeing the intake, tracking, resolution and analysis of support requests; monitoring service levels and ensuring timely follow‑up, and facilitating the implementation of system improvements. Troubleshooting and resolving day‑to‑day system and network issues; escalating complex matters to the Network Manager, Assistant Network Manager, or Senior Support Specialist as appropriate. Monitoring, triaging, and following up on security notifications and warnings from platforms such as Sophos, Darktrace, Arctic Wolf, and other cybersecurity tools, escalating incidents and making recommendations as required. Coordinating responses to cybersecurity alerts and ensuring staff awareness of potential threats through proactive communication and training. Working with internal stakeholders to understand day‑to‑day staff system needs and provide guidance on effective solutions. Collecting feedback from staff to continuously improve support processes and customer satisfaction. Documenting lessons learned, developing standard operating procedures, and enhancing knowledge base resources for the support team. Ensuring compliance with IT service management best practices, cybersecurity standards, and organizational policies. Collaborating with Information Services leadership on planning, reporting, and improving service delivery. Providing coverage for team members during absences and performing other duties as assigned by the Chief Information Officer. Qualifications Degree, diploma, or certificate in Information Technology, Computer Science, or related field, or equivalent experience. 8+ years of progressive IT support experience, including team leadership or supervisory responsibilities. Strong technical knowledge of Microsoft and networking environments, with the ability to troubleshoot and resolve system and network issues. Familiarity with Microsoft 365 (Exchange Online, Teams, SharePoint, Intune) and common enterprise applications. Practical experience monitoring and responding to cybersecurity alerts from platforms such as Sophos, Darktrace, Arctic Wolf, or equivalent. Understanding of cybersecurity principles and ability to apply best practices to enhance organizational security. Proven ability to deliver excellent customer service, manage competing priorities under pressure, and communicate effectively with staff at all levels. Experience working with vendors and coordinating service delivery across multiple departments. Strong organizational skills with the ability to document processes, analyze feedback, and implement improvements. Ability to lead and mentor technical staff, fostering collaboration and professional development. The salary range for this position is $118,821 to $129,153. The Law Society of BC is dedicated to promoting equity, diversity, and inclusion in all aspects of our work. We welcome individuals from diverse backgrounds and experiences to contribute to the future of our organization. In accordance with the Law Society of B.C.’s commitment to reconciliation, we seek to create a culturally safe space and to continue further improving relationships with Indigenous peoples. To apply, please email a resume and cover letter to personnel@lsbc.org with the subject “Manager, Service Desk & Cybersecurity”. The closing date for this competition is December 15, 2025. We thank all applicants for their interest; however, only those candidates selected for an interview will be contacted. The Law Society supports hybrid work schedules. This position is located at the Law Society of British Columbia office in the Yaletown area of Vancouver, BC. It is expected that the successful candidate will be working in office 4 days a week. 845 Cambie StreetVancouver, British ColumbiaV6B 4Z9 #J-18808-Ljbffr