Manager, Service Desk

City of Windsor; Windsor; On-site; CAD 121,000 - 147,000; Full time

Benefits offered by this job

Equal opportunity employer

Accommodations in recruitment process

Smoke-free environment

Job summary

The City of Windsor seeks a Manager, Service Desk to lead and optimize end-user technology support across municipal facilities. This role emphasizes strategic leadership, incident management, and service delivery excellence in a dynamic public sector environment.

You will partner with IT leadership to set standards, monitor KPIs, and drive continuous improvement while managing budgets, staff, and customer satisfaction.

Qualifications

• Master's degree or equivalent with at least 4 years in a technology services role.
• Alternative: University degree with at least 6 years of experience.
• Community College diploma with 10+ years in technology services.
• Willingness to travel to offsite locations as required.
• Strong leadership and supervisory experience.
• Experience writing business plans and applying management principles to IT.

Responsibilities

• Lead and improve Service Desk across City facilities.
• Oversee incident management, service requests, and endpoint support.
• Set KPIs and SLAs, monitor performance and customer satisfaction.
• Develop and implement service management standards and policies.
• Collaborate with IT leadership on standards and lifecycle strategies.
• Manage budgets and procurement related to end-user computing.
• Supervise staff recruitment, training, and performance.
• Promote a customer-service culture and liaise with stakeholders.
• Ensure OH&S duties are performed.

Skills

Travel ability

Management experience

Business planning

IT governance

Project management

Leadership

Communication skills

OH&S knowledge

Education

Master degree in Computer Science or Business Administration

University degree in Computer Science or Business Administration

Community College diploma in Computer Science or related field

Job description

Why Windsor? Forward. Together. - Discover a career that connects purpose with possibility. At the City of Windsor, our employees thrive in a collaborative environment that values organizational excellence, community impact, and offers competitive benefitsthat supports professional growth.Located in Southwestern Ontario on the banks of the Detroit River and Lake St. Clair, Windsor is just minutes from downtown Detroit, Michigan and the north shores of Lake Erie, which is home to over 25 local wineries, craft breweries and distilleries. Windsor boasts world class entertainment,state-of-the-art facilities,iconic food, temperate climate, magnificent waterfront parks &gardens and an innovative workforce with demonstrated capacity in automotive, advanced manufacturing, transportation, life sciences, education and tourism. With affordable living, a diverse community, and a growing economy, Windsor offers a lifestyle as fulfilling as the work we do. Come join a team that reflects the city it serves.

Job Title: Manager, Service Desk

Job Posting Number: 2026-0351

Posting Type: Internal and External

Posting Period: Wednesday, September 23, 2026 at 8:30 a.m. to Tuesday, September 29, 2026 at 4:30 p.m.

Department: Information Technology

Union: Non-Union

Position Status: Regular Full-Time

Job Code: NU0375

Grade/Class: NU13

Number of Positions: 1

Rate of Pay: $121,335.12 - $147,484.23 annually

Hours of Work per Week: 35 hours

Shift Work Required: No

Duties and Responsibilities:

• Strategic leadership, management, and continuous improvement of the Service Desk, ensuring the delivery of high quality technology support services across all City facilities, including administration offices, operation facilities, community centres, libraries and other municipal locations;
• Response for overall end user technology support services, including incident management, service request fulfillment, desktop computing, mobile devices, printing services, endpoint technologies, and frontline application support;

• Accountability for service desk operations, including intake, prioritization, escalation, resolution, communication, and follow up of technology incidents and service requests;
• Establishing, monitoring, and reporting on service delivery goals, key performance indicators, service level targets, customer satisfaction metrics, and operational performance measures;
• In conjunction with the rest of the IT management team, development and implementation of service management processes, standards, procedures, and best practices to ensure consistent, effective, and customer focused support services;
• Collaborating with IT leadership to establish technology support standards, policies, lifecycle strategies, and service delivery frameworks that align with corporate objectives;
• Performing trend analysis, problem identification, and service performance reviews to improve customer experience, reduce recurring issues, and identifying opportunities for proactive service improvements;
• The governance and administration of the corporate inventory of end user technology assets, including hardware, software, peripherals, and associated lifecycle management processes;
• The planning, administration, and monitoring of budgets and reserve funds related to end user computing, technology support services, and lifecycle replacement programs;
• Establishing and maintaining corporate technology standards related to end user devices, peripherals, software, and support services;
• Providing leadership and direction to the Service Desk division through the Supervisor of Service Desk, supporting a team consisting of Tier 1 Service Desks and Personal Computer Analysts responsible for delivering technology support services across the corporation;
• Fostering positive working relationships with internal clients, external vendors, stakeholders, and fellow staff while promoting a customer service focused culture;
• Directing designated staff, including matters related to recruitment, training, attendance and performance; participating in appropriate budget preparation and monitoring; maintaining professional relations with the public and fellow staff; ongoing employee lost time review;
• Performing Occupational Health & Safety duties as outlined in the Corporate Health & Safety Program;
• Performing other duties as required.

Qualifications:

• Must have a Master degree in Computer Science, Business Administration or Ontario Ministry of Education Equivalency and a minimum of four (4) years of experience in a technology services position;
• OR Must have a University degree in Computer Science, Business Administration or Ontario Ministry of Education Equivalency and a minimum of six (6) years of experience in a technology services position;
• OR Must have a Community College diploma in Computer Science, Business Administration or Ontario Ministry of Education equivalencies and have over ten (10) years of experience in a technology services position;
• Must have the ability to travel to offsite locations in a timely and expedient manner as required. If method of travel is by vehicle a current valid and lawful driver’s licence is required in accordance with the Highway Traffic Act;
• Must have managerial/supervisory experience demonstrating team leadership;
• Must have experience writing business plans;
• Must have extensive and demonstrable experience in the application of business and management principles to the use of computer technology;
• Must be able to manage multiple projects at one time;
• Must be able to manage and motivate a diverse staff of professionals;
• Must be able to deal calmly and professionally with irate customers;
• Must be able to interpret a complicated problem/solution and explain it in non-technical terms;
• Must have good written and oral communication skills;
• Should have knowledge of the Occupational Health & Safety Act, its Regulations and knowledge of the hazards associated with the work;
• Will be required to complete and remain current as per the requirements of the Corporation’s Management Certificate Program;
• Progression through the Art of Supervision Program Certificate or a supervisory program of a similar nature is considered an asset.

Physical Demands:

• The physical demands analysis associated with this job indicates a medium level of work.
• Must complete a post-offer agility test in an effort to assist the successful candidate in completing the position tasks safely and to aid in minimizing injuries.

The City of Windsor is an equal opportunity employer committed to fostering a workplace that reflects the diverse community we serve.

Note:

• Only those applicants selected for an interview will be acknowledged
• We offer a smoke-free and scent-safe office environment
• Personal information is collected under the authority of the Municipal Act, c. 25 as amended, and will be used to determine eligibility for employment.

In accordance with the Accessibility for Ontarians Act, 2005 and the Ontario Human Rights Code, the City of Windsor will provide accommodations throughout the recruitment, selection and/or assessment process to applicants with disabilities. If selected to participate in the recruitment, selection and/or assessment process, please inform the City of Windsor Human Resources staff of the nature of any accommodation(s) that you may require in respect of any materials or processes used to ensure your equal participation.