IT Service Desk Supervisor

Lead the Information Technology Service Desk for the City of Kawartha Lakes in Lindsay, ON. This role focuses on operational leadership, incident management, and team development in a hybrid work environment.

As a Supervisor of IT Service Desk, you will ensure the efficient delivery of technical support across all service channels. Your experience in IT Service Management will guide a team dedicated to providing exceptional customer service while adhering to established service levels. You'll play an integral part in decision-making processes, workflow management, and budget monitoring, contributing to the overall success of the IT department.

Key Responsibilities:

• Oversee daily IT Service Desk operations and incident response

• Monitor and manage Service Desk workflows and escalation processes

• Provide guidance and support to Service Desk staff

• Analyze service quality and identify improvement opportunities

• Administer the mobile device program for compliance and security

Requirements:

• Degree in Computer Science or related field

• Minimum five years in IT Service Desk or support

• ITIL Foundation certification preferred

• Strong knowledge of ITSM principles and practices

• Valid Ontario Class “G” Driver’s Licence required

Utilize your leadership, ITSM expertise, and technical skills to enhance the quality of IT services in Kawartha Lakes.
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