HelpDesk Supervisor
Job in
Toronto, Ontario, M5A, Canada
Listing for:
University of Toronto
Full Time
position
Listed on 2026-08-03
Job specializations:
-
IT/Tech
IT Support, HelpDesk/Support, Technical Support, Systems Administrator
Job Description & How to Apply Below
Date Posted: 07/17/2026
Req : 49464
Faculty/Division: School of Management
Department: Joseph L. Rotman School of Management
Campus: St. George (Downtown Toronto)
Position Number:
Existing Vacancy: Yes
Description:
About us:
The Rotman School of Management is part of the University of Toronto, a global centre of research and academic excellence at the heart of Canada’s commercial and financial capital. Rotman is a catalyst for transformative learning, insights and public engagement, bringing together diverse views and initiatives around a defining purpose: to create value for business and society. We make a fundamental promise – Here’s where it changes – to our students, our partners and the broader community.
Everyone at Rotman, faculty and staff, plays a role in bringing that promise to life.
Your opportunity:
Information Technology Services is responsible for all computing hardware, operations, network infrastructure, and systems to support and enhance the School's core mission. Rotman students, faculty, and staff use up-to-date technologies to directly enhance learning, teaching, and research.
IT Services is divided into five functional groups:
Helpdesk - IT Technical Support, Network Infrastructure, Systems Development, Salesforce Support and Development, and Multimedia. All groups work together to deliver efficient, adaptable, and reliable IT services.
As the Help Desk Supervisor, you will be responsible for ensuring that Rotman IT services continue to deliver high-quality, high-touch service to the Rotman community, with a strong focus on customer service. You will strive to continuously improve services and support by analyzing user issues and requests tracked within our Service Now ticketing system. Within the IT Technical Support group, you will be responsible for staff scheduling and task delegation.
You will provide expert knowledge to the IT Technical Support team and serve as their primary technical resource. You will also coordinate IT service delivery with internal and external partners.
Your responsibilities will include:
Overseeing the day-to-day work of the Help Desk support team to ensure timely, consistent, and high-quality service delivery for end usersMonitoring support trends and analyzing Service Now data to support service analysis, track key metrics, respond to service needs, and identify issues and patterns that support continuous improvementReviewing and improving existing support team workflows, standards, SOPs, and Service Now knowledge base articles to enhance consistency and efficiencySupporting the team in troubleshooting and resolving end-user technical issues, including escalations and faculty hardware consultations for teaching, research, and administrative needsCoordinating vendor engagement and internal collaboration to support service coordination, issue resolution, hardware moves, and support-related follow-up activitiesManaging end-user hardware, software, the asset management system, deployment standards, and the desktop and laptop lease renewal program, including ordering IT hardware through leases or outright purchasesManaging our security agent dashboard and security awareness program, including monitoring alerts, tracking follow-up actions, and promoting safe technology practicesMaking recommendations to management on support service improvements based on ticket trends, user feedback, operational needs, and support team performanceEssential
Qualifications:
Bachelor's Degree or acceptable combination of equivalent education and experienceMinimum five (5) years of experience in a support team lead or supervisor role within a Windows-based environmentStrong knowledge of computer hardware, including Windows-based desktop, laptop, and server configurationsExtensive experience supporting Microsoft 365 and Windows 10/11 endpoints, including configuration, deployment, troubleshooting, and supportWorking knowledge of macOS and iOS, including basic configuration, troubleshooting, and support of Apple desktops, laptops, and mobile devicesStrong working knowledge of Microsoft Active Directory and foundational networking concepts, including DNS, DHCP, TCP/IP, VLANs,…
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