Job Description

Job Title: Supervisor, Help Desk
Location: Ottawa (Hybrid – 2 days/week on-site)
Employment Type: Permanent
Salary: $competitive salary + Ontario Municipal Employees Retirement System (OMERS) pension + comprehensive benefits

Overview

Our public sector client is hiring a Supervisor of Help Desk to lead a dynamic support team in Ottawa. This permanent position is ideal for someone who is customer-focused, ITIL-certified, and passionate about continuous improvement in service delivery. You’ll lead a team of 4 and collaborate closely with the Manager of IT and Cloud Infrastructure Services to drive operational excellence and align support with organizational goals.

Key Responsibilities

• Lead and mentor the help desk team to deliver high-quality technical support.

• Drive continuous improvement initiatives to enhance service efficiency, user satisfaction, and team performance.

• Ensure adherence to ITIL best practices and internal service standards.

• Act as the escalation point for complex technical issues, ensuring timely resolution.

• Collaborate across IT and business units to align support strategies with organizational objectives.

Qualifications

• Proven experience leading IT support teams in a supervisory or managerial role.

• ITIL certification (required).

• Strong communication and customer service skills, with the ability to engage stakeholders at all levels.

• Demonstrated focus on continuous improvement and team development.

Why Join?

• Impactful Leadership: Shape the success of a dedicated IT support team.

• Growth Opportunities: Drive initiatives that enhance service delivery and operational efficiency.

• Collaborative Culture: Work alongside cross-functional teams to achieve shared goals.

Apply Today
If you’re a proactive leader passionate about IT service excellence, submit your resume