Service Desk Supervisor: Lead, Coach & Elevate Support

Hydro Ottawa; Ottawa; Hybrid; CAD 75,000 - 112,000; Full time

Benefits offered by this job

Hybrid work model

Job summary

Hydro Ottawa in Ottawa, Ontario seeks a Supervisor, Service Desk to lead the day-to-day operations, mentor staff, manage workload, and ensure service delivery meets standards while maintaining safety and regulatory compliance.

You will coordinate with Design, Scheduling, Operations, Communications and Digital Transformation, handle complex escalations, monitor the budget, and contribute to crisis communications. English is essential; bilingual is an asset; Hydro Ottawa offers a hybrid work model.

Qualifications

• Post-secondary education in a related field.
• Minimum 3 years’ supervisory experience in a fast-paced office environment.
• Crisis management experience preferred.
• Experience working with cross-functional groups.
• Proficiency with office productivity tools, preferably Google Workspace.
• Experience with Crisis Communications Team (CCT) is a plus.

Responsibilities

• Lead, coach, and supervise Service Desk staff with clear goals and regular feedback.
• Set procedures, schedules, and workflows for daily operations to boost efficiency.
• Develop and deliver training and resources for Service Desk staff.
• Act as final contact for complex escalations and approve responses.
• Oversee third-party permits coordination to ensure safety.
• Monitor the Service Desk budget and allocate resources.
• Track performance using metrics to improve productivity and service.
• Collaborate with internal groups to ensure standards alignment.
• Stay informed of regulatory changes and health and safety standards.
• Guide staff with change management and crisis readiness.

Skills

People leadership

Crisis management

Customer service

Google Workspace

Cross-functional collaboration

Education

Post-secondary education in related field

Tools

Google Workspace

Job description

Hydro Ottawa in Ottawa, Ontario seeks a Supervisor, Service Desk to lead the day-to-day operations, mentor staff, manage workload, and ensure service delivery meets standards while maintaining safety and regulatory compliance.

You will coordinate with Design, Scheduling, Operations, Communications and Digital Transformation, handle complex escalations, monitor the budget, and contribute to crisis communications. English is essential; bilingual is an asset; Hydro Ottawa offers a hybrid work model.