Supervisor, IT Service Desk

City of Kitchener - Kitchener, ON (30+ days ago)

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Competition Number


Job Code


Posting Date

August 7, 2020

Closing Date

August 28, 2020

Job Status

Permanent Full-Time

Position Overview:
The IT Service Desk Supervisor is responsible for supervising the day to day functions of the service desk, mobility and the training team. The Supervisor, IT Service Desk will work closely with the Manager Digital Infrastructure and support, Supervisor Network Systems, other IT groups, departments, and external vendors to ensure the highest level of quality support possible is provided.


Manage activities and operations of Service Desk, Training and the mobility team members, including scheduling, interviewing, selecting, and training new hires
Monitor and manage service desk queue.
Identify service trends using metrics to proactively drive ticket volume and client issues down
Provide complete support for computers, applications, peripherals and mobile devices including lifecycle management, procurement and inventory
Provide strong technical guidance to staff in troubleshooting, efficient resolution and act as a technical escalation as needed to help resolve client support issues
Manage all computer software security and patch updates including pushing updates, creating packages and monitoring install status
Ensures that work carried out by staff is done safely following all City safety procedures and in accordance with OH&S Act and Regulations.
Acts with discretion as exposure to confidential information and/or data will occur through the regular course of duties
Keep IT management apprised of critical issues
Recommends staff discipline

Customer and System Support

Accountability for the quality delivery of end user facing services provided by IT Operations
Coordinate with other IT departments to facilitate local infrastructure tasks, objectives, and Incidents
Ensure systemic problems, sensitive customer situations, or unresolved customer Requests are escalated and distributed to IT management in a timely manner

Documentation & Knowledge Management

Accountability for all documentation that impacts customer support
Ensure that gaps in existing documentation are identified and tracked
Champion quality documentation of technical processes and procedures
Lead knowledge transfer activities between teams

Monitoring & Optimization

Recommend improvements to systems and IT support process
Recommend implementation standards


Bachelor's degree in computer technology or equivalent combination of education and experience
ITIL Foundation V4 or the ability to obtain the certification
Ability to travel within the City. A valid G class license in good standing required.

Knowledge and Skills

Excellent customer service skills and be well versed in the Service Desk environment.
Knowledge of Windows and mobile operating systems (iOS, Android etc)
Knowledge of computer hardware and peripherals
General knowledge of networks, WANs, LANS, and VPNs
Knowledge of the ITIL model of IT Service Management
Knowledge of Office 365, Microsoft Active Directory, Group Policy etc.
Strong leadership, analytical, and reasoning skills as well as the ability to communicate complex ideas and provide innovative solutions.
Strong interpersonal and communication skills


Minimum 2 – 4 years of relevant and related experience, including supervisory experience
Experience in implementing from scratch and managing service operations processes (incident management, problem management, request fulfillment) in a modern IT Service Management tool
Experience automating process and procedural workflows with IT Service Management tools
Experience Analyzing and driving continuous improvement to key Help Desk performance measures, including first contact resolution and customer satisfaction
Experience supporting computer users in multiple locations
General project management experience for Service Desk related projects – corporate computer replacements, roll-out and selection of inventory system, optimization of helpdesk software, etc.

We are committed to diversity and inclusion, and thank all applicants in advance.

Accommodations are available during all stages of the recruitment process in accordance with the Human Rights Code.

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

Please note that as per Human Resources Policy #II-110, "Employment of Relatives of Staff Members and Elected Officials":

"The immediate relatives of staff of the Human Resources Division, all Directors, Deputy Chief Administrative Officer, or the Chief Administrative Officer and Elected Officials shall not be employed by the City in any capacity.

The immediate relatives of all other Management personnel shall not be employed where such employment would be:

1. within the same Department in the case of permanent full-time, temporary full-time and part-time classifications.

2. within the same Division in the case of students."


Corporate Services


Technology Innovation and Services

Union Affiliation


Number of Positions


Hours of Work

35 hours/week



City Hall




Salary Range

$69,327 - $86,658


Grade 9