IT HelpDesk Supervisor - Lead of Service & Support

University of Toronto; Toronto; Hybrid; CAD 95,000 - 122,000; Full time

Job summary

The University of Toronto's Rotman School of Management IT Services is seeking an experienced HelpDesk Supervisor to lead the day-to-day operations of the HelpDesk team at the St. George campus.

You will analyze ServiceNow data, improve workflows, and coordinate with internal and external partners to ensure high-quality, timely support for students, faculty, and staff. Responsibilities include staff scheduling, issue resolution, and guiding the team on security and deployment standards while

Qualifications

• Bachelor's Degree or acceptable combination of equivalent education and experience.
• Minimum five (5) years of experience in a support team lead or supervisor role within a Windows-based environment.
• Strong knowledge of Windows-based desktop, laptop, and server configurations.
• Experience delivering presentations to stakeholder groups.

Responsibilities

• Overseeing the day-to-day work of the HelpDesk support team to ensure timely, consistent, and high-quality service delivery for end users.
• Monitoring support trends and analyzing ServiceNow data to support service analysis, track key metrics, respond to service needs, and identify issues and patterns that support continuous improvement
• Reviewing and improving existing support team workflows, standards, SOPs, and ServiceNow knowledge base articles to enhance consistency and efficiency
• Supporting the team in troubleshooting and resolving end-user technical issues, including escalations and faculty hardware consultations for teaching, research, and administrative needs
• Coordinating vendor engagement and internal collaboration to support service coordination, issue resolution, hardware moves, and support‑related follow‑up activities
• Managing end-user hardware, software, the asset management system, deployment standards, and the desktop and laptop lease renewal program, including ordering IT hardware through leases or outright purchases
• Managing our security agent dashboard and security awareness program, including monitoring alerts, tracking follow‑up actions, and promoting safe technology practices
• Making recommendations to management on support service improvements based on ticket trends, user feedback, operational needs, and support team performance

Skills

Windows-based environment

Microsoft 365

Active Directory

Networking concepts (DNS/DHCP/TCP/IP)

Customer service

Project planning

Team leadership

ServiceNow

Education

Bachelor's Degree or equivalent

Tools

ServiceNow

SharePoint

Windows Server

Job description

The University of Toronto's Rotman School of Management IT Services is seeking an experienced HelpDesk Supervisor to lead the day-to-day operations of the HelpDesk team at the St. George campus.

You will analyze ServiceNow data, improve workflows, and coordinate with internal and external partners to ensure high-quality, timely support for students, faculty, and staff. Responsibilities include staff scheduling, issue resolution, and guiding the team on security and deployment standards while