Supervisor, IT Service Desk

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

Job summary

Kawartha Lakes is seeking a Supervisor, Information Technology Service Desk to lead daily IT service desk operations, manage incidents, requests and access activities, and ensure timely delivery of technology support aligned with corporate objectives.

The role reports to the Chief Information Officer, requires a post-secondary degree in IT, 5+ years in IT service desk, ITIL certification preferred, and strong ITSM knowledge; it also involves budgeting, mentoring staff, and coordinating IT

Qualifications

• Post-secondary degree in Computer Science, Information Technology or a related field
• Minimum five (5) years of related progressive experience in an IT Service Desk or technical support environment
• ITIL Foundation certification (or equivalent) preferred
• Demonstrated leadership and management skills in supervising staff
• Strong knowledge of ITSM principles and Service Desk practices
• Experience with Microsoft desktop OS, productivity suites, and Microsoft 365 environments
• Experience using enterprise ITSM tools for ticket management and reporting
• Knowledge of budgeting and business planning processes

Responsibilities

• Oversee daily IT Service Desk operations, including coordinating incidents, service requests, and access activities across channels
• Monitor queues, workflows, and escalation processes to ensure alignment with SLAs
• Provide operational leadership and guidance to Service Desk staff
• Monitor service quality and user feedback to identify improvement opportunities
• Support development and administration of the IT Service Desk operating budget
• Collaborate with IT leadership to plan and implement IT projects and user adoption
• Support implementation of Service Desk policies, workflows, and knowledge management
• Maintain operational reporting and data within Service Desk systems

Skills

Leadership

Management skills

ITSM knowledge

Budgeting

Communication

Problem solving

Education

Post-secondary degree in Computer Science, Information Technology or a related field

Tools

Microsoft 365

ITSM tools

Job description

Responsible for the implementation and oversight of IT Service Desk programs, processes, and service delivery practices to support the achievement of corporate and departmental strategic objectives

Number of available positions:

1

Date of Posting:

Aug 18/26

September 7, 2026

Duration (if temporary):

N/A

Location:

Lindsay, ON

Union:

NON-UNION

Job Title: Supervisor, Information Technology Service Desk
Salary: $107,698 - $126,009

Reports to: Chief Information Officer

Location: Lindsay, ON

Hours of Work: Normal working hours are 37.5 hours per week with core working hours between 8:00am and 5:00pm

Other: Combination of general office environment and occasional off-site travel; May attend meetings, conferences and departmental emergency situations, which may be outside of normal business hours. Participates in an after-hours on-call as needed providing second-level technical support for IT service interruptions and urgent issues

Job Duties

• Oversee daily IT Service Desk operations, including the coordination and prioritization of incidents, service requests, and access activities across support channels to ensure timely and effective delivery of technology support services
• Monitor Service Desk queues, workflows, and escalation processes to ensure requests are appropriately categorized, prioritized, assigned, and progressed in alignment with established service levels and procedures
• Provide operational leadership, guidance, and support to Service Desk staff to promote consistent service practices, effective workload management, and a positive customer service experience
• Monitor service quality, user feedback, and operational trends to identify improvement opportunities and support enhancements to Service Desk processes, tools, and service delivery practices
• Monitor and support the development and administration of the IT Service Desk operating budget to promote effective resource planning and alignment with departmental and corporate priorities
• In collaboration with IT leadership team, support the planning, coordination, and implementation of Information Technology projects by contributing operational expertise, coordinating Service Desk activities, and facilitating successful project delivery and user adoption
• Support the implementation and maintenance of Service Desk policies, procedures, workflows, and knowledge management practices to promote consistent and efficient service delivery
• Maintain operational reporting and data within Service Desk systems to support performance monitoring, decision-making, compliance requirements, and continuous improvement initiatives

Qualifications

• Post-secondary degree in Computer Science, Information Technology or a related field
• Minimum five (5) years of related progressive experience in an IT Service Desk or technical support environment, including experience in a senior analyst or lead role, preferably in a municipal environment
• Information Technology Infrastructure Library (ITIL) Foundation certification (or equivalent) preferred
• Demonstrated experience providing operational leadership, guidance, or supervision to technical support staff
• Strong working knowledge of IT Service Management (ITSM) principles and Service Desk practices, including incident, request, and knowledge management
• Demonstrated experience supporting Microsoft desktop operating systems, productivity suites, and Microsoft 365 environments, including user onboarding and offboarding activities
• Experience using enterprise ITSM tools for ticket management, reporting, and knowledge management
• Demonstrated leadership and management skills at a level to ensure successful program and employee performance outcomes and management
• Demonstrated knowledge and application of financial budget and business planning processes
• Possess and demonstrate the knowledge, skills, and personal attributes as described in the key performance competencies outlined below
• Proficient in Microsoft Office suite of applications, audio/video conferencing, the internet, and any other related software
• Possess and maintain a valid Ontario Class “G” Driver’s Licence or the ability to frequently attend work related activities at various sites within the municipality or at other sites within Ontario
• Upon a conditional offer of employment, an acceptable Criminal Record Check will be required

This posting is for an existing, currently open position within the Information Technology department. Applications will be reviewed as received.

The City of Kawartha Lakes is an equal opportunity employer committed to building an inclusive and supportive workplace. We welcome applications from qualified candidates of all backgrounds and experiences.

We are dedicated to providing barrier-free and accessible employment practices in compliance with the Ontario Human Rights Code and the Accessibility for Ontarians with Disabilities Act (AODA). If you are contacted regarding a job opportunity, please let us know of any accommodations you may require. We will work with you to ensure your needs are met throughout the recruitment and selection process.