IT Support Supervisor

Elevate the end-user experience as an IT Supervisor at our Burnaby Head Office, overseeing a dedicated desktop support team and managing service delivery alongside cybersecurity initiatives.

This role, reporting to the Director of IT, demands leadership in guiding ticket operations and monitoring service metrics. A focus on customer satisfaction and operational excellence is paramount as you tackle the challenges of ensuring prompt response during cybersecurity events. You'll also lead IT projects that enhance service visibility and employee engagement.

Key Responsibilities:

• Supervise and optimize desktop support operations

• Manage SLA compliance and ticket resolution priorities

• Analyze KPIs for ongoing service improvement

• Lead end-user support in cybersecurity incidents

• Assist with technical contributions to IT initiatives

Requirements:

• Minimum 5 years of end-user or desktop support experience

• At least 2 years in supervisory responsibilities

• Expertise in Windows OS and M365 environments

• Background in cybersecurity incident response

• Strong ability to communicate with diverse audiences

Drive impact in the IT service landscape while leading your team towards success and continuous improvement.
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