ICT Service Desk Supervisor

Location: Chesley

Lead ICT service desk operations for Bluewater District School Board in Chesley, Ontario, using supervision and technology problem resolution expertise. This permanent full-time position offers 35 hours weekly.
The ICT Service Desk Supervisor oversees problem resolution and supports effective ICT services for Bluewater staff and end users. Responsibilities include service process design, performance analysis, proactive resolution planning, staff supervision, and support for the ICT Manager or CIO. The supervisor leads Client Service Technicians through training, coaching, mentorship, and performance management.

Key Responsibilities:

Develop service level agreements and problem resolution procedures
Analyze service desk performance, trends, resolutions, and problem areas
Prepare budget proposals and operational expenditure statements
Lead training, coaching, mentoring, and performance appraisals
Develop user guides, FAQs, and end user training programs
Requirements:
Post-secondary education or diploma in Information Technology
ITIL and Project Management certifications
Three years of supervisory experience preferred in unionized environments
Three years of Information Technology service desk experience
Two years using service desk systems
Bring ICT supervision, service desk analysis, and staff development expertise to Bluewater District School Board in Chesley.