Information & Communications Technology Service Desk Supervisor - Full-time Permanent

Bluewater District School Board; Chesley; On-site; CAD 70,000 - 90,000; Full time

Job summary

Bluewater District School Board (BWDSB) in Chesley, Ontario, invites applications for a Permanent Full-Time ICT Service Desk Supervisor. The role leads the ICT service desk staff, coordinates incident resolution, and ensures effective support for staff and end users.

The ideal candidate will hold a Post-Secondary IT diploma, ITIL and PM certifications, and have at least three years of supervisory and three years in IT service desk experience, plus two years with service desk systems.

Qualifications

• Post-Secondary or diploma in Information Technology or a related field.
• ITIL and Project Management certifications.
• Minimum three (3) years supervisory experience, preferably in a unionized environment.
• Minimum three (3) years of Information Technology related service desk experience.
• Minimum two (2) years of experience with using service desk systems.

Responsibilities

• Lead the ICT team in achieving the board's service desk vision.
• Develop SLAs to establish incident resolution expectations.
• Develop policies and procedures for issue handling and resolution.
• Analyze service desk performance and implement improvements.
• Prepare budget proposals and manage operational expenditures.
• Collaborate with departments to identify and procure service desk software.
• Research and procure products and services to support service desk technology.
• Track trends in service desk requests and generate reports.
• Plan and deliver end-user training to improve literacy and independence.
• Supervise development of user guides and FAQs for end users.
• Attend training seminars to broaden service desk knowledge.

Skills

Leadership

Customer service

Communication

Team leadership

Education

Post-Secondary diploma in IT

Tools

Service desk software

Job description

BLUEWATER DISTRICT SCHOOL BOARD

INVITES APPLICATIONS

FOR

PERMANENT FULL-TIME

INFORMATION AND COMMUNICATIONS TECHNOLGY (ICT) SERVICE DESK SUPERVISOR

GROW YOUR CAREER IN BLUEWATER

Located on the traditional lands of the Saugeen Ojibway Nation, Bluewater District School Board spans 8,673 square kilometres and is one of the largest employers in Bruce and Grey Counties, with approximately 3,700 permanent and casual staff. We are deeply committed to fostering inclusive, respectful, and equitable learning environments for over 18,800 students from diverse backgrounds.

Nestled in a region known for its close-knit rural communities and small-town charm, Bluewater offers a peaceful lifestyle with convenient access to urban centres such as Owen Sound, Kitchener-Waterloo, and London—providing an ideal balance between tranquility and connectivity.

Outdoor enthusiasts will appreciate the area's scenic trails, sandy beaches, winding rivers, and welcoming communities, making Bruce and Grey Counties a truly exceptional place to live, work, and grow.

We welcome passionate individuals who value diversity, collaboration, and community to join us in shaping a vibrant and inclusive future for all learners.

Position: ICTService Desk Supervisor

Location: Bluewater District School Board (BWDSB), Education Centre, Chesley, Ontario

Permanent : 35 hours per week

Position Summary:

TheSupervisor of Information Communications Technology (ICT) Service Deskis responsible foroverseeing technology problem resolution through the ICT service desk. The positionprovidesdirect supervision and mentorship to Client Service Technicians toprovideeffective and efficient ICT supportservicetoBluewater staff.

The Supervisor of ICT Service Desk leads the administration and co-ordination ofidentifyingand processing of technological issues and theirtimelyresolution.The role also provides support to the ICT Manager/CIO and staff members of the ICT department, and the board's end users. The Supervisor of ICT Service Desk is also responsible for staff planning, service process design, performance analysis, and developing proactive resolution plans.

Duties and Responsibilities:

• Lead the ICT team in achieving our vision of “Always Learning, Learning All Ways”
• Develop Service Level Agreements (SLAs) toestablishproblem resolution expectations
• Develop policies and procedures that outline how problems are processed and resolved
• Analyze performance of service desk activities and documented resolutions,identifyproblem areas, and deliver solutions to enhance quality of service and prevent future problems
• Prepare budget proposals and operational expenditure statements
• Collaborate with other departments toidentifyand/orprocureservice desk software
• Research andprocureproducts and services in support of service desk technology
• Track and analyze trends in service desk requests and generate statistical reports
• Identify, recommend,developand implement end user training programs to increase computer literacy and self-sufficiency
• Supervise development and communication of usage guides and FAQs for end users
• Attend training seminars and conferences to broaden service desk related knowledge
• Oversee the development, implementation and administration of service desk staff training procedures and policies
• Lead, train, coach and mentor Client Service Technicians and other staff
• Plan and conduct performance appraisals
• Manage service desk activities and staff including following progressive discipline procedures
• Attend Change Advisory Board (CAB) meetings
• Other duties asrequired

Qualifications and Experience:

• Post-Secondary or diploma in Information Technology or a related field
• ITIL and Project Management certifications
• Minimum three (3) years supervisory experience, preferably in a unionized environment
• Minimum three (3) years of Information Technology related service desk experience
• Minimum two (2) years of experience with using service desk systems

Assets :

• School board experience preferred
• Exceptional interpersonal skills, with a focus on listening and questioning skills
• Strong relationship management and performance management skills
• Ability to motivate and direct staff members
• 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
• Ability to conduct research into issues and products asrequired
• Ability to present ideas in business-friendly and user-friendly language
• Highly self-motivated
• Keen attention to detail

Job Requirements

• Clean vulnerable sector police check
• Access to a reliable vehicle
• Eligible to work in Canada

Questions regarding this posting should be directed to:

Brad Ross

Manager of Information Communications Technology Services / CIO

[e-mail]

We thank everyone forapplying;however, only those selected for an interview will be contacted.

Equity

Bluewater District School Board is committed to fostering a safe and supportive learning environment for all students and staff.

Accommodation

Bluewater District school board is committed to providing accommodations in the workplace and for candidates who have temporary or permanent disability, or who otherwise require accommodations based on the protected grounds highlighted in the Ontario Human Rights Code in respect to the recruitment and selection process