Manager, Desktop Applications

2 months ago

Toronto, Canada Osler, Hoskin & Harcourt LLP Full time

Osler, Hoskin & Harcourt LLP is one of Canada’s leading business law firms. Advising many of Canada’s corporate leaders, as well as U.S. and international parties with extensive interest in Canada, our more than 1,000 firm members are based in offices in Toronto, Montréal, Ottawa, Vancouver, Calgary and New York.

Osler prides itself on attracting and maintaining some of the brightest talent in the legal arena. Our lawyers, students, management and staff have created a unique firm culture which nurtures mentoring and the exchange of ideas. Osler is a dynamic and exciting place to further your career or carve out a new path.

Reporting to the Manager, eBilling, the eBilling Coordinator will be responsible for assisting in all phases of client billing & eBilling. This includes bill & eBill preparation, submission, appeals, tracking, high level issue resolution, reporting, records management and follow-up and communication with clients and Osler lawyers in relation to eBills. This is a detail-oriented position with an emphasis on problem solving skills, reporting ability and superior client service. This role requires an intricate knowledge of the billing & eBilling workflows, processes, systems and stakeholders.

**Major Responsibilities**:

- Demonstrate strong IT Service Management and Standards experience.
- Demonstrate high level of team collaboration and decision-making skills concerning desktop systems policies, processes and procedures, with a proved track record of completing tasks and/or project within budget and on schedule.
- Be a key contributor to the Desktop Application team with strong leadership skills.
- Build and maintain strong relationships with key internal and external partners and vendors.
- Proven track record of success driving projects and initiatives even with ambiguous details provided.
- Strong written and oral communication skills (verbal and written) to accurately and efficiently express thought, diplomatically present opinions, recommendations, draft plans/procedures.
- Accurately communicates pertinent information to create a work environment that lends itself to the best interests of departmental personnel and customer service.
- Strong and proven technical critical thinking skills to elaborate a situation beyond normal scenarios.
- Drive continual service improvement and innovation within the boundaries of SLAs.
- Contribute to the strategy of the department and drive implementation of department goals that support the company’s core values.
- Provide coaching and mentoring to the team and other staff.
- Act as an escalation point for team and clients on complex or high-risk technical issues and provides support as required.
- Resolves problem situations in a professional manner.
- Ensure documentation, processes, and procedures are updated regularly.
- Interfaces with users of technology, employing a high degree of tact and diplomacy to promote a positive image of the department.
- Able to manage multiple high priority initiatives in a fast paced highly technical environment.
- Meet with technology technicians, attends seminars and reads industry related publications to remain abreast of technology advances and aid in the technology planning effort.
- Bridge the gap between business, senior leadership and technology, communicates architecture and IT related concepts to both technical and non-technical audiences across the organization’s business functions.
- Monitor problem management database and follows up with assigned personnel to ensure timely resolution of problems.
- Contribute with the Change Management Broad, evaluate, assess the impact and provide feedback on changes.
- Contribute to departmental productivity and development objectives by participating in training programs.
- Maintain competency and enhance professional growth and development through continuing education and conferences.
- Assist in recruiting, hiring, and providing appropriate training for the employees on technology and related stuff, evaluates performance, recommends development opportunities, and discusses performance improvement needs/goals with individuals.
- Abide by Firm policies and practices including the Information Security Policy and Policy on Confidentiality.
- Perform other duties as assigned.

**Education and Experience**

Working and business knowledge in the Legal industry is preferred.

**Knowledge and Skills**:

- Expert in Windows Client configuration, customization, imaging, deployment, migration and upgrade to fit with the Firm standard.
- Strong experience in Microsoft backend technologies such as Active Directory, DNS, Defender.
- Skilled in Microsoft Teams and its management.
- Expert knowledge in Windows scripting languages including PowerShell and batch processing.
- Expert knowledge in software deployment and distribution technologies including MECM and Autopilot.
- Expert knowledge in deployment and configuration technologies e.g. Microsoft Intune, Microsoft

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