IT Service Desk Supervisor — Remote & Growth Ready

Kawartha Lakes; Lindsay; On-site; CAD 108,000 - 126,000; Full time

Job summary

The City of Kawartha Lakes seeks a Supervisor, Information Technology Service Desk to lead daily IT service desk operations from Lindsay, Ontario. You will coordinate incidents, requests, and access across channels, ensuring timely support and adherence to service levels.

The role reports to the Chief Information Officer and involves occasional travel and after-hours on-call. Applicants should have a post-secondary degree in IT, 5+ years in IT service desk leadership, and ITIL certification.

Qualifications

• Post-secondary degree in Computer Science, Information Technology or a related field.
• Minimum five (5) years of related progressive IT Service Desk leadership experience.
• ITIL Foundation certification (or equivalent) preferred.
• Demonstrated leadership and supervision of technical staff.
• Strong ITSM knowledge including incident, request, and knowledge management.
• Experience with Microsoft desktops and Microsoft 365 environments.
• Experience using ITSM tools for ticket management and reporting.

Responsibilities

• Oversee daily IT Service Desk operations and prioritize incidents, requests, and access activities.
• Monitor queues, workflows, escalation processes, and service levels.
• Provide operational leadership and support to Service Desk staff.
• Identify improvement opportunities in Service Desk processes and tools.
• Support budgeting for the Service Desk and align with priorities.
• Coordinate Service Desk activities with IT projects and user adoption.
• Help implement and maintain Service Desk policies and knowledge management.
• Maintain operational reporting in Service Desk systems.

Skills

Leadership

ITSM knowledge

Budget management

Customer service

Education

Post-secondary degree in Computer Science / Information Technology

ITIL Foundation certification

Tools

Enterprise ITSM tools

Microsoft 365 administration

Job description

The City of Kawartha Lakes seeks a Supervisor, Information Technology Service Desk to lead daily IT service desk operations from Lindsay, Ontario. You will coordinate incidents, requests, and access across channels, ensuring timely support and adherence to service levels.

The role reports to the Chief Information Officer and involves occasional travel and after-hours on-call. Applicants should have a post-secondary degree in IT, 5+ years in IT service desk leadership, and ITIL certification.