Job Description:

Job posting closes: September 19th, 2025, at 05:00 p.m. (Yukon Standard Time)

At our core, the City of Whitehorse is committed to cultivating an inclusive employee community and workspace, confronting racism and biases for fairness and equity, while advancing reconciliation and accessibility.

The City promotes work-life balance for its employees and offers flexible work arrangements, such as work from home and compressed work weeks, subject to applicable administrative directives.

An Eligibility List may be established from this competition – the duration of the eligibility list may be up to 12 months. The eligibility list may be used to fill future permanent full-time, permanent part-time, temporary full-time, temporary part-time, term or casual vacancies within the same department and classification based on the organizational needs by going to the next highest-ranked candidate until the eligibility list expires.

This position is covered by a collective agreement between the City of Whitehorse and the Public Service Alliance of Canada/Yukon Employees Union.

The City wishes to thank all applicants for their interest, but only those candidates selected to advance in the recruitment will be contacted. Note that only those candidates eligible to legally work in Canada will be considered.

Supervisor, Digital Workplace Support

Job Code: 341 Department: Business and Technology Systems

Job Summary:

The incumbent supervises the day-to-day activities of the City's technical support operations, ensuring prompt and effective resolution of service requests and incidents. The Digital Workplace Support Supervisor is responsible for leading the Digital Workplace Support team (Help Desk), coordinating escalations, managing the technical support lifecycle, and ensuring that service delivery aligns with established service level agreements (SLAs), strategic business goals, and best practices in IT service management (ITSM). This position also plays a key role in driving continual service improvement (CSI), collaborating with stakeholders, and mentoring staff to deliver excellent end-user support.

Duties and Responsibilities:

1. Recruits, directs, trains, schedules and appraises the performance of reporting staff. Is authorized to issue verbal reprimands and contributes to higher levels of discipline in accordance with the progressive discipline directive.

2. Provides coaching and guidance to ensure a high level of customer service and technical competency.

3. Coordinates and monitors the intake, triage, escalation, and resolution of service tickets, ensuring efficient allocation of resources and adherence to SLA targets.

4. Develops and maintains standard operating procedures (SOPs), workflows, and knowledge base documentation to ensure consistency and continuous improvement.

5. Collaborates with other BTS team leads, vendors, and service owners to resolve complex technical issues and implement solutions.

6. Provides metrics, reporting, and analysis on support activities, incident trends, SLA compliance, and staff performance. Use this information to make recommendations for improvement.

7. Participates in ITIL-aligned service management processes, such as incident, problem, change, and knowledge management.

8. Acts as the primary escalation point for end-user support issues and coordinates response for major incidents impacting service delivery.

9. Leads the onboarding and offboarding process for users, ensuring proper provisioning and deprovisioning of access, equipment, and services.

10. Ensures effective inventory and asset management for end-user computing devices, peripherals, and support tools.

11. Participates in planning and executing upgrades, rollouts, and special projects affecting end-user services.

12. Serves as a member of the Change Management Committee, contributing input on proposed changes, assessing impacts on end-user services, and helping to ensure smooth implementation.

13. Maintains positive relationships with clients, ensuring that end-user needs and concerns are understood and addressed.

14. Ensures, so far as is reasonably practicable, that reporting staff follow established safety procedures and standards.

15. Acts as the Manager of Business and Technology Systems as assigned.

16. Performs other related duties as assigned.

This description contains elements necessary for the identification and evaluation of the job. The incumbent may be required to perform other related duties.

Number of Hires Needed:

Position Requirements

Working Conditions:

Work is performed in a standard office environment with occasional requirements to travel to field locations. Subject to frequent interruptions and occasional after-hours work for system issues or project implementation. May occasionally require lifting or moving computer equipment.

Knowledge and Skills:

• A degree in Information Technology, Computer Science, or a related field, or equivalent training and experience.
• Minimum of five (5) years' progressive experience in IT service or technical support, including at least two (2) years in a supervisory or team lead role.
• On-the-job experience – 6 months
• Strong understanding of ITIL framework and service management best practices.
• Familiarity with client support desk ticketing systems (e.g., Zendesk, Freshdesk ServiceNow, etc.).
• Knowledge of Windows operating systems, desktop/laptop hardware, Microsoft 365 suite, Active Directory, and remote support tools.
• Excellent leadership, organizational, and conflict resolution skills.
• Strong analytical and problem-solving skills.
• Ability to effectively prioritize and manage competing tasks in a high-pressure environment.
• Excellent verbal and written communication skills.
• Customer-focused approach and commitment to service excellence.

An equivalent combination of education, training and experience may be considered.

Examples of Required Equipment To Operate:

• Computers and mobile devices
• Printers, scanners, and multi-function office equipment
• Remote desktop support tools and help desk platforms
• Telephone, mobile radio, and video conferencing tools
• Motor Vehicles (EV, other)

Accommodation Requests:

Shortlisted candidates who require accommodation or have accessibility needs during the selection process are encouraged to contact the Recruiter and make requests to ensure their full participation. The City of Whitehorse is committed to reviewing requests and making arrangements for reasonable accommodation and accessibility requests. You may email Ewa.Benson@whitehorse.ca and careers@whitehorse.ca.

Other Details:

Job seekers are required to create an online profile and submit their application electronically through the City's online Applicant system via www.whitehorse.ca/careers. Instructions on applications are provided at https://www.whitehorse.ca/our-government/employment/how-to-apply/. If you have any further questions regarding this posting, please get in touch with the recruiter at HR@whitehorse.ca.

To apply for this position, you are required to submit your resume.

Various tests and/or exams may be administered as part of the recruiting process.

At the time this posting closes, candidates must have valid and current licenses/certifications/education that match the position requirements. Candidates who are selected to continue with the recruiting process will be required to provide proof of qualifications during their interview.

Employment Contract: YEU Local Y046