Supervisor, IT Service Desk

Job Brief

Responsible for the implementation and oversight of IT Service Desk programs, processes, and service delivery practices to support the achievement of corporate and departmental strategic objectives

Permanent Full time

NON-UNION

Internal/External Applicant(s)

Aug 18/26

07/09/2026

N/A

The City of Kawartha Lakes invites applications to join our team as a Supervisor, Information Technology Service Desk
. When you come to work for the City of Kawartha Lakes, you are joining a community of municipal workers who take pride in knowing that every day you are having a positive impact in the community. Our mission is to deliver the highest standards of municipal services while creating a healthy and sustainable future for all Kawartha Lakes’ residents and businesses.

We work to our values of Accountability, Respect and Teamwork and we want you to Jump In with us!!

We are an equal opportunity employer which values equity, diversity, and inclusion in the workplace. We foster a safe and creative work environment, where training and skill development are prioritized, with opportunities and support for career advancement. As a team member at the City of Kawartha Lakes, you may be entitled to the following: flexible work hours, remote and hybrid working arrangements, OMERS pension (defined benefit), employer paid benefits package including short and long term disability income replacement, education reimbursement and other programs that foster innovation, leadership, and career advancement.

Supervisor, Information Technology Service Desk

$107,698 - $126,009

Chief Information Officer

Lindsay, ON

Normal working hours are 37.5 hours per week with core working hours between 8:00am and 5:00pm

Combination of general office environment and occasional off-site travel;
May attend meetings, conferences and departmental emergency situations, which may be outside of normal business hours. Participates in an after-hours on-call as needed providing second-level technical support for IT service interruptions and urgent issues

• Oversee daily IT Service Desk operations, including the coordination and prioritization of incidents, service requests, and access activities across support channels to ensure timely and effective delivery of technology support services
• Monitor Service Desk queues, workflows, and escalation processes to ensure requests are appropriately categorized, prioritized, assigned, and progressed in alignment with established service levels and procedures
• Provide operational leadership, guidance, and support to Service Desk staff to promote consistent service practices, effective workload management, and a positive customer service experience
• Monitor service quality, user feedback, and operational trends to identify improvement opportunities and support enhancements to Service Desk processes, tools, and service delivery practices
• Monitor and support the development and administration of the IT Service Desk operating budget to promote effective resource planning and alignment with departmental and corporate priorities
• In collaboration with IT leadership team, support the planning, coordination, and implementation of Information Technology projects by contributing operational expertise, coordinating Service Desk activities, and facilitating successful project delivery and user adoption
• Support the implementation and maintenance of Service Desk policies, procedures, workflows, and knowledge management practices to promote consistent and efficient service delivery
• Maintain operational reporting and data within Service Desk systems to support performance monitoring, decision-making, compliance requirements, and continuous improvement initiatives

• Post-secondary degree in Computer Science, Information Technology or a related field
• Minimum five (5) years of related progressive experience in an IT Service Desk or technical support environment, including experience in a senior analyst or lead role, preferably in a municipal environment
• Information Technology Infrastructure Library (ITIL) Foundation certification (or equivalent) preferred
• Demonstrated experience providing operational leadership, guidance, or supervision to technical support staff
• Strong working knowledge of IT Service Management (ITSM) principles and Service Desk practices, including incident, request, and knowledge management
• Demonstrated experience supporting Microsoft desktop operating systems, productivity suites, and Microsoft 365 environments, including user onboarding and offboarding activities
• Experience using enterprise ITSM tools for ticket management, reporting, and knowledge management
• Demonstrated leadership and management skills at a level to ensure successful program and employee performance outcomes and management
• Demonstrated knowledge and application of financial budget and business planning processes
• Possess and…