Supervisor, IT Service Desk and Asset Management

Hydro Ottawa; Ottawa; Hybrid; CAD 89,000 - 135,000; Full time

Job summary

Hydro Ottawa is seeking a Supervisor for the IT Service Desk and Asset Management. This role emphasizes leadership and improvement of IT services, ensuring high-quality support while managing a range of operational duties. Candidates should have significant experience in IT operations and leadership with a focus on user satisfaction and team development. A hybrid work model is offered, and candidates are encouraged to apply.

Qualifications

• 3+ years of progressive IT leadership experience.
• Experience with asset lifecycle management and end-user services.
• Bilingual (English/French) considered an asset.

Responsibilities

• Oversee IT service desk operations and asset management.
• Guarantee service level adherence and operational excellence.
• Lead and mentor the IT support team.

Skills

Leadership

ITIL Principles

Client-focused culture

Strong computer skills

Education

Post-secondary education in Computer Science

Tools

G Suite

Job description

Please Note: If you are a current Hydro Ottawa employee with access to Workday, apply to this job via the Workday application.

At Hydro Ottawa, we empower the lives of the people in the communities we serve.

As the electricity distributor to the Nation’s Capital, our work powers the essential activities that make up our lives - at home, at work and at play. And as Ontario’s largest municipally-owned producer of green power, we are leading the way to a greener tomorrow.

We are seeking a Supervisor, IT Service Desk and Asset Management, a change champion and innovative leader ready to embrace the opportunity to guide and mentor others, and enable them to do their best work. And in doing so, to leave a legacy.

Are you ready to make a difference in our community?

JOB SUMMARY

The Supervisor, IT Service Desk and Asset Management performs and oversees the delivery and continuous improvement of IT operational services, including the IT Service Desk, data centre operations, IT asset lifecycle management, and IT systems support. This position ensures high-quality end-user experiences and operational excellence across Hydro Ottawa’s IT infrastructure by providing leadership, guidance, and oversight to front-line technical teams. The Supervisor, IT Service Desk and Asset Management aligns services with organizational priorities and ITIL best practices; managing team performance, stakeholder engagement, incident escalation, asset optimization and utilization including management of risk, cost, controls and compliance, and infrastructure resilience. This role also ensures effective integration of IT Systems Support into overall service delivery, providing mentorship and direction to ensure consistent, secure, and reliable technology operations across all locations.

MAJOR RESPONSIBILITIES

• Oversee end-user support services such as desktop support, hardware/software troubleshooting, user account administration, and mobile device management.

• Ensure timely and effective response to service requests and incidents; escalate complex technical issues as needed.

• Support and guide end-users in a clear, service-oriented manner and encourage adoption of self-service tools where appropriate.

• Lead the operational support of enterprise IT systems, including system configuration, monitoring, tuning, patching, and backup/disaster recovery operations.

• Coordinate with senior technical staff on system upgrades, application support, and security compliance.

• Supervise the documentation of technical procedures, network/system configurations, and operational workflows.

• Oversee physical and virtual server environments including provisioning, maintenance, monitoring, decommissioning, and imaging.

• Ensure reliable operation of data centre infrastructure including UPS systems and other supporting technologies.

• Manage the lifecycle of IT assets including procurement, deployment, inventory tracking, maintenance, and disposal.

• Maintain accurate IT asset records and ensure compliance with organizational standards and policies.

• Oversee the implementation and maintenance of configuration management databases (e.g., ServiceNow CMDB).

• Support IT budget development and monitor capital and operational expenditures related to infrastructure and support services.

• Track service metrics and KPIs to identify trends, drive service improvements, and support reporting.

• Lead the IT Service Desk and Systems Support staff, including performance management, training, onboarding, and professional development.

• Collaborate with project management and participate as a stakeholder on new programs.

• Collaborate with internal stakeholders and external vendors to ensure effective service delivery, project execution, and procurement processes.

• Promote a client-focused, high-performance culture emphasizing responsiveness, quality, and continuous improvement.

• Facilitate regular team meetings to review operational performance, resolve issues, and reinforce accountability.

• Maintain documentation for technical standards, support procedures, asset management practices, and service level expectations.

• Contribute to IT operational security by implementing and supporting controls for access, permissions, patching, and data protection.

• Performs other duties as required.

EDUCATION AND EXPERIENCE

• Post-secondary education in Computer Science, Information Systems or a related field

• Minimum of three (3) years of progressive IT leadership experience in operations, infrastructure, or service delivery

• Minimum of three (3) years’ experience in IT systems support, asset lifecycle management, and end-user services.

• Minimum of three (3) years’ experience leading an IT help/support/service desk.

• Experience and formal training combined with demonstrated performance and ability may substitute for stipulated academic requirements

• Experience in writing policies, procedures and technical documentation

• Experience implementing and managing infrastructure in the cloud

• Experience working with the principles of ITIL or other process driven IT management methodology

• Strong computer skills; proficient in the use of office productivity and collaboration tools, preferably G Suite

• English essential, both oral and written; Bilingual (English/French) considered an asset

This is a management group opportunity and salary will be commensurate with qualifications.

Hydro Ottawa offers a Hybrid Work Model. Hybrid work is position specific, the details of which the hybrid model will be discussed with successful candidates.

Hydro Ottawa may use artificial intelligence (“AI”) during the recruitment process to aid in the screening and selection of candidates.

Location:Ottawa, ONPay Range Minimum:$89,420.99Pay Range Maximum:$134,130.81 Posting End Date (if applicable):June 30, 2025

Hydro Ottawa is committed to establishing a qualified workforce that reflects the diverse population it serves and we encourage applications from all qualified individuals. We are also committed to preventing and removing barriers to employment for people with disabilities, and we invite you to inform us should you have any accessibility or accommodation needs.

Applicants must be legally entitled to work in Canada.