IT Supervisor

Job Description

ROLE: IT Supervisor

REPORTS TO:

Director of IT

LOCATION:

Burnaby Head Office

We are seeking a hands‑on End User Support Supervisor to lead a desktop support team while owning service performance, operational KPIs, cybersecurity incident response coordination, and selected IT projects. This role is a critical front‑line leadership position responsible for end‑user experience, operational discipline, and rapid response during security events.

The successful candidate will be customer‑focused, metrics‑driven, calm under pressure, and capable of contributing as a technical resource on IT initiatives.

This is an exciting opportunity to strengthen the end‑user support experience as our technology environment continues to evolve. The primary challenge will be balancing daily operational demands, ticket performance, cybersecurity readiness, and project support. This role provides the opportunity to build scalable support processes, improve service visibility through KPIs, and contribute to IT initiatives that directly impact employees across the organization.

• You enjoy leading teams and improving the end‑user experience.
• You take ownership of service levels and follow‑through.
• You are motivated by practical problem solving and continuous improvement.
• You stay calm and organized during urgent or high‑impact issues.

• You are approachable, professional, and customer‑focused.
• You coach others with clarity, patience, and accountability.
• You communicate well with technical and non‑technical audiences.
• You can prioritize quickly when demands shift.

• You understand desktop support, endpoints, M365, and service desk practices.
• You can manage ticket queues, SLAs, reporting, and documentation standards.
• You understand incident coordination during cybersecurity events.
• You use metrics to identify trends and service improvements.

• 5+ years of experience in end‑user or desktop support
• 2+ years in a lead or supervisory role
• Experience managing ticket queues, SLAs, and service metrics
• Strong knowledge of:
  • Windows OS
  • Microsoft 365
  • Endpoint hardware and peripherals
• Experience participating in security incident response at the desktop/end‑user level
• Strong communication skills, including during high‑pressure situations
• You have experience supervising or leading IT support resources.
• You have hands‑on desktop support or service desk experience.
• You have supported onboarding, offboarding, and endpoint lifecycle activities.
• You have contributed to IT projects or technical deployments.

• Experience with ITSM tools, knowledge bases, and self‑service practices.
• Exposure to SOC, phishing, malware, or endpoint security response processes.
• Experience preparing operational reports for IT leadership.

• Lead desktop support analysts and create a consistent end‑user support experience.
• Own daily ticket operations, queue health, SLA recovery, and escalation practices.
• Track KPIs and turn operational trends into actionable improvements.
• Coordinate end‑user support during cybersecurity events and security‑driven initiatives.
• Contribute technical support to endpoint, M365, process, and tool‑related projects.
• Improve workflows, knowledge resources, documentation, and self‑service adoption.

• May support time‑sensitive cybersecurity incidents affecting end users.
• May balance operational duties with project work based on available capacity.
• May support audits, reporting, and compliance needs as required.

• Supervise, coach, and mentor three desktop support analysts.
• Provide daily task direction, performance feedback, and skill development.
• Act as the primary escalation point for complex or high‑impact end‑user issues.
• Ensure consistent, professional, customer‑focused support delivery.
• Support onboarding, offboarding, and endpoint lifecycle management.

• Own all day‑to‑day ticket operations, including intake and volume trends.
• Monitor and manage backlog, ticket aging, SLA performance, and breach recovery.
• Reprioritize, reassign, and elevate tickets…