Service Desk Supervisor
3 weeks ago
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
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 experience with Windows 10 OS or later and Mac OS Big Sur (11.0) or later.
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 r
-
Service Desk Supervisor
2 months ago
Toronto, Canada ONT.COLLEGE OF TEACHERS Full time**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...
-
Service Desk Supervisor
2 weeks ago
Toronto, Canada ONT.COLLEGE OF TEACHERS Full time**Posting 23-27** **Service Desk Supervisor** **Information Technology Unit, Corporate Services** **_ Permanent Position; Category 6_**: **_ Hiring Range - $80,685-$95,956_**: - Salary Range - $80,685-$111,229_ The Service Desk Supervisor’s role is to oversee the Service Desk team and ensure that end users receive the appropriate assistance. This...
-
Service Desk Supervisor
7 days ago
Toronto, Canada Toronto Community Housing Full timeJob #: **8436** - Division: **Information Technology Services** - Vacancy Type: **Full-time Permanent** - Affiliation: **Non-Union: Management & Exempt** - Contract Length: - Grade: **07** - # of Vacancies: **1** - Salary/Hourly Range: **102,185 - 122,622** - Hiring range/wage: **102,185 - 112,404** - Work Details (Days/hours): **Monday to Friday, 36.25...
-
Business Development Representative
2 months ago
Toronto, Canada Ginger Desk Full time**Ginger Desk** is disrupting the healthcare industry, one task at a time. Ginger Desk is a fast-scaling company, offering Virtual Assistant services to allied healthcare practitioners. In a short period of time, Ginger Desk has quickly become known as the most trusted VA service for health professionals in North America. We are woman-driven and woman-led....
-
Front Desk Supervisor
7 days ago
Toronto, Canada Sweat and Tonic Full timeSweat and Tonic (S&T) is Toronto’s innovative wellness and lifestyle hub. In our historic 3-storey facility, you’ll find the widest collection of world-class boutique fitness and wellness in one state-of-the-art experience. Expert instructors design and lead up to 180 classes weekly. Premium café, spa and bar offerings recharge, recover and reignite....
-
Front Desk Supervisor
3 weeks ago
Toronto, Canada Sweat and Tonic Full timeSweat and Tonic (S&T) is Toronto’s innovative wellness and lifestyle hub. In our historic 3-storey facility, you’ll find the widest collection of world-class boutique fitness and wellness in one state-of-the-art experience. Expert instructors design and lead up to 180 classes weekly. Premium café, spa and bar offerings recharge, recover and reignite....
-
Front Desk Supervisor
1 week ago
Toronto, Canada The SoHo Hotel & Residences Full time**FRONT OFFICE SUPERVISOR** **ABOUT THE SOHO**: The SoHo Hotel & Residences, a member of Preferred Hotels and Resorts, is the most sought-after luxury hotel in the city of Toronto. We achieve this by offering our guests an unprecedented hotel experience in a unique and stylish environment. We pride ourselves in offering some of the largest and most...
-
IT Service Desk Specialist
4 weeks ago
Toronto, Canada First National Financial Full timeWorking together to be our best! We are hiring an IT Service Desk Specialist, IT! **Reporting To**: Supervisor, IT Service Desk **Full-Time/Part - Time**: Full-time **Posting Date**: May 30, 2024 **Closing Date**: June 6, 2024 **Hours of Work**: 8:30 a.m. - 5:00 p.m. **Grade**: 4.4 **Office Location**: Downtown Vancouver Great location! Steps away from the...
-
Account Manager
2 weeks ago
Toronto, Canada The Trade Desk Full timeThe Trade Desk is changing the way global brands and their agencies advertise to audiences around the world. How? With a media buying platform that helps brands deliver a more insightful and relevant ad experience for consumers - and sets a new standard for global reach, accuracy, and transparency. We are proud of the culture we have built. We value the...
-
Service Desk Technician, It
4 weeks ago
Toronto, Canada Royal College of Dental Surgeons of Ontario Full timeThe Royal College of Dental Surgeons of Ontario (RCDSO) is a leader in health care regulation. As the governing body for more than 11,000 dentists in Ontario, our mission is to act in the public interest by putting patients first. We are committed to transparency, accessibility, openness and fairness in all our work. Do you have excellent customer service...
-
Service Desk Analyst 1
2 months ago
Toronto, Canada City of Toronto Full time**Job ID**: 45394 **Job Category**:Information & Technology **Division & Section**:Technology Services, Technology Services Delivery **Work Location**:East York Civic Centre, Toronto, ON **Job Type & Duration**:Full-time, 2 Permanent & 1 Temporary Full Time (12 months) vacancies **Hourly Rate and Wage Grade**:$43.58 - $47.75, TFS455, Wage Grade...
-
IT Service Desk Specialist
4 days ago
Toronto, Ontario, Canada First National Financial Full timeWorking together to be our bestWe are hiring an IT Service Desk Specialist, ITReporting To: Supervisor, IT Service Desk**Full-Time/Part Time**: FulltimePosting Date: May 30, 2024Closing Date: June 6, 2024Hours of Work: 8:30 a.m. - 5:00 p.m.Grade: 4.4Office Location: Downtown Vancouver Great location Steps away from the main public transit stationWhat we...
-
Service Desk Analyst
2 weeks ago
Toronto, Canada Toronto Transit Commission Full time**JOB INFORMATION** **Requisition ID**: 8341 **Number of Vacancies**: 1 **(Temporary till April 4, 2025)** **Department**: Information Technology Services (20000014) - IT Customer Services (30000037) **Salary Information**: $72,342.40 - $90,355.20 **Pay Scale Group**: 06SA **Employment Type**: Regular **Weekly Hours**: 40, **Off Days**: Saturday,...
-
Service Desk Analyst
2 months ago
Toronto, Canada Cognizant Full time**Service Desk Analyst** **Must Have Skills** - Service Desk **Good To Have Skills** - Service desk - UAM - Service Desk App Support - Service Desk Asset Services - Private Equity Fund Accounting - Fund Accounting **Employee Status **:Full Time Employee **Shift **:Day Job **Travel **:No **Job Posting **:Feb 08 2023 **About Cognizant
-
Front Desk Supervisor
2 weeks ago
Toronto, Canada FAIRMONT Full timeCompany Description For over 91 years, Fairmont Royal York has stood proudly as a Toronto landmark. When the hotel opened in 1929 it was the tallest building in the British Common Wealth and contained 1,048 rooms, a concert hall, library, extensive bakery, radio station and even a hospital. Today, this essential downtown landmark has completed a...
-
Service Desk Analyst
2 months ago
Toronto, Canada Cognizant Technology Solutions Full timeMust Have Skills Service Desk Good To Have Skills Service desk - UAM Service Desk App Support Service Desk Asset Services Private Equity Fund Accounting Fund Accounting **Employee Status**: Full Time Employee **Shift**: Day Job **Travel**: No **Job Posting**: Feb 08 2023
-
Manager, Brand Marketing
2 months ago
Toronto, ON, Canada The Trade Desk Full timeThe Trade Desk is changing the way global brands and their agencies advertise to audiences around the world. How? With a media buying platform that helps brands deliver a more insightful and relevant ad experience for consumers –– and sets a new standard for global reach, accuracy, and transparency. We are proud of the culture we have built. We value...
-
Service Desk Technician
3 days ago
Toronto, Canada Royal College of Dental Surgeons of Ontario Full timeThe Royal College of Dental Surgeons of Ontario (RCDSO) is a leader in health care regulation. As the governing body for more than 11,000 dentists in Ontario, our mission is to act in the public interest by putting patients first. We are committed to transparency, accessibility, openness and fairness in all our work. Do you have excellent customer service...
-
Front Desk Security Supervisor
2 months ago
Toronto, Canada FirstService Residential Full timeAs the leading and largest residential property management company in North America, FirstService provides full-service, professional community management services to more than 8,000 properties and over 1.6 million residential units across three provinces in Canada and twenty-one states in the United States. Each day, every member of our team strives to...
-
Service Desk Specialist
4 weeks ago
Toronto, Canada Resonaite Full timeOur client in the government sector is looking for a contract based Service Desk specialist. Duration: 3.5 months Location: On site - Toronto Responsibilities: Execute day to day delivery of Service Desk services: PC/Workstation software, hardware, handheld, Technical Troubleshooting, IT systems management, User accounts, User Access Management and Request...
