Supervisor, IT Service Desk

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

Job Brief

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

Employment Status

Permanent Full time

Union

NON-UNION

Open To

Internal/External Applicant(s)

Date Of Posting

Aug 18/26

Closing Date

07/09/2026

Duration (if Temporary)

N/A

The City of Kawartha Lakes invites applications to join our team as a Supervisor, Information Technology Service Desk. When you come to work for the City of Kawartha Lakes, you are joining a community of municipal workers who take pride in knowing that every day you are having a positive impact in the community. Our mission is to deliver the highest standards of municipal services while creating a healthy and sustainable future for all Kawartha Lakes’ residents and businesses. We work to our values of Accountability, Respect and Teamwork and we want you to Jump In with us!!

We are an equal opportunity employer which values equity, diversity, and inclusion in the workplace. We foster a safe and creative work environment, where training and skill development are prioritized, with opportunities and support for career advancement. As a team member at the City of Kawartha Lakes, you may be entitled to the following: flexible work hours, remote and hybrid working arrangements, OMERS pension (defined benefit), employer paid benefits package including short and long term disability income replacement, education reimbursement and other programs that foster innovation, leadership, and career advancement.

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.