Information & Communications Technology Service Desk Supervisor

Position: Information & Communications Technology Service Desk Supervisor - Full-time Permanent
Location: Chesley

Bluewater district school board
Invites applications
For
Permanent   full-time
Information and communications technolgy (ict) service desk supervisor
Grow your career in bluewater
Located on the traditional lands of the saugeen ojibway nation, bluewater district school board spans 8,673 square kilometres and is one of the largest employers in bruce and grey counties, with approximately 3,700 permanent and casual staff. We are deeply committed to fostering inclusive, respectful, and equitable learning environments for over 18,800 students from diverse backgrounds.

Nestled in a region known for its close-knit rural communities and small-town charm, bluewater offers a peaceful lifestyle with convenient access to urban centres such as owen sound, kitchener-waterloo, and london—providing an ideal balance between tranquility and connectivity.

Outdoor enthusiasts will appreciate the area's scenic trails, sandy beaches, winding rivers, and welcoming communities, making bruce and grey counties a truly exceptional place to live, work, and grow.

We welcome passionate individuals who value diversity, collaboration, and community to join us in shaping a vibrant and inclusive future for all learners.

Position: ictservice desk supervisor

Location:

bluewater district school board (bwdsb), education centre, chesley, ontario
Permanent   :  35 hours per week

Position summary:

The supervisor of information communications technology (ict) service deskis responsible for overseeing technology problem resolution through the ict service desk. The positionprovidesdirect supervision and mentorship to client service technicians toprovideeffective and efficient ict supportservicetobluewater staff.

The supervisor of ict service desk leads the administration and co-ordination ofidentifyingand processing of technological issues and theirtimelyresolution.the role also provides support to the ict manager/cio and staff members of the ict department, and the board's end users. The supervisor of ict service desk is also responsible for staff planning, service process design, performance analysis, and developing proactive resolution plans.

Duties and responsibilities:

Lead the ict team in achieving our vision of “always learning, learning all ways”

Develop service level agreements (slas) toestablishproblem resolution expectations

Develop policies and procedures that outline how problems are processed and resolved

Analyze performance of service desk activities and documented resolutions,identify problem areas, and deliver solutions to enhance quality of service and prevent future problems

Prepare budget proposals and operational expenditure statements

Collaborate with other departments toidentifyand/orprocureservice desk software

Research andprocureproducts and services in support of service desk technology

Track and analyze trends in service desk requests and generate statistical reports

Identify, recommend,develop and implement end user training programs to increase computer literacy and self-sufficiency

Supervise development and communication of usage guides and faqs for end users

Attend training seminars and conferences to broaden service desk related knowledge

Oversee the development, implementation and administration of service desk staff training procedures and policies

Lead, train, coach and mentor client service technicians and other staff

Plan and conduct performance appraisals

Manage service desk activities and staff including following progressive discipline procedures

Attend change advisory board (cab) meetings

Other duties as required

Qualifications and experience:

Post-secondary or diploma in information technology or a related field

Itil and project management certifications

Minimum three (3) years supervisory experience, preferably in a…