Supervisor IT Service Desk 

Position Summary

Reporting to the Manager, Client Support, the Supervisor IT Service Desk is responsible for supervising the day-to-day activities of the IT service desk team. This includes monitoring performance, providing guidance, and ensuring that service desk operations align with organizational goals and service level agreements (SLAs). The role concentrates on daily operations, team supervision, and ensuring compliance with SLAs, focusing on team management, problem-solving, and conflict resolution.

Join our team and help us drive technology solutions that support the essential operations of our municipality. Apply today to make a difference in how we serve our community through innovative IT service management!

Key Duties and Responsibilities

• Provide leadership to plan, manage, implement, and deliver services to end users, meeting the operational needs of the City’s IT Service Desk team.
• Act as the operational lead for Client Support, driving the successful execution of IT projects, aligning with strategic enterprise objectives, and collaborating with other IT teams and business units.
• Conduct regular performance evaluations for IT Service Desk staff, providing constructive feedback, setting goals, and ensuring high-quality support.
• Identify skill gaps and opportunities for professional development, facilitating ongoing training to improve technical expertise and customer service proficiency.
• Track and expedite aging approvals, monitor team performance metrics, and collect client feedback to ensure high customer satisfaction.
• Assist Manager with coordinating the resource allocation for capital projects, ensuring efficiency and adherence to project timelines.
• Actively contribute to the development and implementation of IT Service Desk policies and procedures to standardize workflows, reduce inefficiencies, and improve service quality.
• Handle escalated client issues promptly and effectively, addressing concerns and resolving conflicts to maintain positive client relationships.
• Collaborate with various IT sections to ensure seamless service delivery and effective coordination.
• Establish and maintain relationships with vendors for procurement and support.
• Evaluate service desk tools and recommend improvements or replacements to enhance operational efficiency and effectiveness.
• Monitor and address stale service requests and incident tickets, ensuring prompt and efficient handling of all issues.
• Oversee the software procurement process, including purchasing and ensuring cost-effective acquisitions.
• Facilitate the Annual PSAB (Public Sector Accounting Board) Reports for Hardware and Cellular Devices, ensuring timely and accurate submissions.
• Oversee the invoicing processing procedure, ensuring timely and accurate payment of invoices. 
• Oversee the intake, documentation, and management of hardware and software assets in the Configuration Management Database (CMDB), ensuring accuracy and compliance.

Education and Experience

• University Degree in Computer Sciences, Information Technology, Business Administration, or related discipline.
• ITIL and Lean certification would be considered an asset.
• Minimum of 5 years working experience within a progressive IT Service Desk team.
• Experience in implementing and supporting technologies within the public sector
• On-the-job training and significant exposure to service desk operations would be considered an asset.

Required Skills/Knowledge

• Strong knowledge of Service Desk operations, ITIL frameworks for service requests, incidents, problems, and changes, with a focus on improvement and automation.
• Skilled in leading teams, mentoring staff, and managing stakeholder relationships to align IT and business goals.
• Proficient in analyzing service desk metrics and implementing strategies to optimize service delivery and customer satisfaction.
• Deep understanding of City Divisions’ services and how IT supports their operations and objectives.
• Expertise in IT policies, HR performance management, security standards, change management, and project processes.
• Provide direction and coaching to teams while partnering with business and executive stakeholders to align IT initiatives.
• Manage after-hours standby procedures and daily operations of the IT service desk team.
• Ensure effective communication and cooperation across all divisions to meet IT and business needs.
• Oversee Green Banner Communications during P1 incidents and outages to keep stakeholders informed.
• Assist with monitoring and allocating budgets to ensure efficient use of financial resources.

Leadership Competencies