IT SERVICE DESK SUPERVISOR

Posting 23-40

Service Desk Supervisor

Information Technology Unit, Corporate Services

Permanent Position; Category 5 Hiring Range- $92,451-$114,674

Salary Range- $92,451-$136,896

The Service Desk Supervisor’s role is to oversee the Service Desk team and ensure that end users receive the appropriate assistance. This includes managing all procedures related to identification, prioritization, and resolution of incidents, as well as the monitoring, tracking and coordination of Service Desk functions. The Service Desk Supervisor is also responsible for staffing capacity planning, service process design, performance analysis, and developing proactive resolution plans.

Responsibilities

Strategy & Planning

• Plan, design, and analyze the organization’s service desk according to best practices, while ensuring high levels of customer service quality and availability.
• Develop Service Level Agreements (SLAs) to establish problem resolution expectations and timeframes.
• Develop, implement, and oversee policies and procedures that outline how problems are identified, documented, assigned, and corrected.
• Analyze performance of Service Desk activities and documented resolutions, identify problem areas, and devise and deliver solutions to enhance quality of service and to prevent future problems.
• Plan and conduct performance appraisals of Service Desk staff.

Acquisition & Deployment

• Collaborate with other IT leaders to identify and/or procure Service Desk software for internal staff and external clients.
• Conduct research on emerging products, services, protocols, and standards in support of service desk technology procurement and development efforts.
• Liaise with vendors for the procurement of new systems technologies; oversee installation and resolve adaptation issues.
• Ensure appropriate training initiatives for new and existing staff.

Operational Management

• Manage the processing of incoming calls to the Service Desk via ticket system, telephone, and e-mail to ensure service-oriented, timely and effective resolution of end user issues.
• Develop and enforce request handling and escalation policies and procedures.
• Track and analyze trends in Service Desk requests and generate statistical reports.
• Assess need for any system reconfigurations (minor or significant) based on request trends and make recommendations.
• Identify, recommend, develop, and implement end user training programs to increase computer literacy and self-sufficiency.
• Oversee development and communication of help sheets, usage guides and FAQs for end users.
• Attend training professional development opportunities to broaden knowledge of current and future Service Desk issues and technologies.
• Train, coach and mentor Service Desk Technicians and other junior staff.
• Contribute to escalated problem resolution by giving in-person, hands-on support to end users when necessary.
• Monitor incident trends and anticipate potential problems for proactive resolution.

Position Requirements

Formal Education & Certification

• College diploma or university degree in the field of computer science and/or 5-7 years equivalent work experience in a supervisory role.
• Certification in ITIL or other IT service management frameworks is a plus.

Knowledge & Experience

• Extensive application support experience with leading Service Desk software.
• Extensive experience with Windows 10 OS or later and Mac OS Big Sur (11.0) or later.
• Extensive application support experience with Microsoft 365, French Proofing Tools, Defender 365, Endpoint, Exchange Online, Azure Active Directory, On Prem Active Directory, Adobe Acrobat Pro, and Zoom.
• Experience with Service Desk ticket system and remote-control tools.
• Knowledge of IT infrastructure like Scanners, MFP Printers, Wi-Fi, VoIP Phones, VPN, Cabling, Audio Video Equipment, Laptops, Macs, and Smart Mobile Devices.
• Basic networking skills like DHCP, DNS, IP and Firewalls
• Working knowledge of a range of diagnostic utilities, including ping, telnet, NS lookup.
• Knowledge of ITIL or other IT service management frameworks is a plus.
• Proven track record of developing and providing SLAs and Service Desk deliverables.
• Demonstrated progressive experience in the management of a technical support team.

Personal Attributes

• Solid relationship management and performance management skills.
• Ability to motivate and direct staff members and subordinates.
• Strong customer service orientation.
• Proven analytical and problem-solving abilities.
• Ability to effectively prioritize and execute tasks in a high-pressure environment.
• Good written, oral, and interpersonal communication skills.
• Exceptional interpersonal skills, with a focus on rapport-building, listening, and questioning skills.
• Ability to conduct research into service desk management issues and products as required.
• Ability to present ideas in business-friendly and user-friendly language.
• Highly self motivated and directed.
• Keen attention to detail.
• Team-oriented and skilled in working within a collaborative environment.

The Ontario College of Teachers offers competitive salaries, comprehensive benefits and a modern, progressive work environment.

The College supports a flexible work environment, if your role permits, to afford everyone the best of both worlds – a mix of remote and in-office workdays. Schedules will be determined in partnership between individuals, managers, and respective teams.

The College’s mandatory COVID-19 vaccination policy that requires all staff, including prospective new employees, to be fully vaccinated by a Health Canada approved COVID-19 vaccine has been temporarily suspended. Currently new employees will not have to show evidence of vaccination. The College reserves the right to reactivate this policy at its own discretion based on Public Health recommendations. Individuals with valid medical or other human rights-based exemptions will continue to be considered for appropriate accommodation within the policy.

To apply, please forward your resume and covering letter by September 6, 2023.

Ontario College of Teachers is an equal opportunity employer committed to inclusive, barrier-free recruitment and selection processes and work environment. We will accommodate the needs of applicants under the Ontario Human Rights Code and the Accessibility for Ontarians with Disabilities Act (AODA) throughout all stages of the recruitment and selection process. Please advise the Human Resources Department to ensure your accessibility needs are accommodated throughout this process. Information received relating to accommodation measures will be addressed confidentially.