Information Technology Service Desk Supervisor
Top Benefits
About the role
IT Service Desk Supervisor
1.0 FTE, Permanent | Start Date: ASAP | Location: Waterloo
About KidsAbility:
We are a not-for-profit, equal opportunity employer supporting over 17,000 children and youth to reach their social, physical, communication and behavioural goals each year. Providing early and exceptional family-centred services in the Waterloo and Guelph-Wellington regions, we believe that by living our values, our impact can be profound, and together, we can build brighter futures.
At KidsAbility, we offer:
- Ongoing training and development opportunities, empowering you to enhance your skills
- A supportive, collaborative, and inclusive work environment dedicated to family-centred care
- Organizational commitment to innovation and research; continually evolving our approaches so we may serve with purpose and value
- Initiatives to support your well-being including social events, opportunities to give back to your community and access to Employee and Family Assistance Program
- Comprehensive benefits and optional group RRSP program, short- and long-term disability income protection benefits, and generous vacation package and paid personal leave days
About the Opportunity:
The IT ServiceDesk Supervisor is a hands-on technical leader who combines advanced technical expertise with people management responsibilities. This role requires a high level of energy, initiative, and a “getting things done” mindset to drive results and ensure service excellence. The successful candidate will not only oversee daily service desk operations and supervise three direct reports (two Service Desk roles and one Infrastructure Administrator) but will also actively contribute to technical problem-solving and system optimization. A commitment to continual professional growth and a passion for coaching and mentoring team members are essential, fostering a culture of learning and high performance. Additionally, this role will require you to:
- Demonstrate a high level of energy and initiative, consistently driving service desk results and improvements.
- Champion a “getting things done” mindset, proactively identifying and resolving issues to ensure service excellence.
- Provide advanced, hands-on support and administration for Microsoft 365 technologies, including Copilot, Power Apps, Power Automate, Intune, SharePoint, Teams, and Azure AD.
- Actively resolve complex technical issues and serve as the escalation point for service desk tickets.
- Lead by example as a working supervisor, directly troubleshooting and implementing solutions.
- Champion the adoption and integration of new Microsoft technologies to drive service desk efficiency and innovation.
- Foster a collaborative, supportive team environment, mentoring and coaching team members to build technical expertise and encourage continual learning.
- Fully manage and support endpoint devices, including provisioning, patching, compliance, and inventory management using Intune and Endpoint Manager.
- Develop and maintain technical documentation, onboarding guides, and knowledge base articles for new technologies.
- Communicate effectively with IT team members, business stakeholders, and external partners.
- Ensure compliance with privacy, security, and organizational standards in all technology implementations.
- Promote service desk best practices, including detailed ticket documentation, first-call resolution, and use of modern ticketing tools.
- Coordinate service desk coverage across all locations, including after-hours response for priority issues and business continuity events.
- Act as backup to the Infrastructure Specialist for tasks including patching, configuration, and incident response.
- Support EMR systems or other clinical/business applications, ensuring availability and staff usability.
- Manage IT onboarding/offboarding procedures, ensuring access, security, and provisioning protocols are followed.
- Monitor service desk metrics, prioritize escalations, and ensure service level targets are met.
- Support device lifecycle management, including setup, imaging, deployment, and asset tracking.
- Liaise with vendors and external partners for technical support and warranty services.
- Support cross-functional collaboration by ensuring smooth service desk coordination with other IT areas.
More About You:
To qualify, applicants should have:
- Diploma or degree in Information Technology, Computer Science, or a related field; equivalent work experience will be considered.
- Minimum 5+ years of progressive IT support experience; at least 1 year in a lead or supervisory capacity.
- Advanced knowledge of Microsoft 365 technologies, including Copilot, Power Apps, Power Pages, Power Automate, Intune, SharePoint, Teams, and Azure AD.
- Demonstrated ability to lead teams with energy, drive, and a results-oriented approach.
- Proven commitment to ongoing professional development and technical skill enhancement.
- Experience coaching and mentoring IT staff to build technical expertise and high performance.
- ITIL certification or demonstrated experience with service management.
- Strong technical troubleshooting and process improvement skills.
- Microsoft 365 Certified: Endpoint Administrator Associate is a strong asset.
- Diploma or degree in Information Technology, Computer Science, or a related field; equivalent work experience will be considered.
- Minimum 5+ years of progressive IT support experience; at least 1 year in a lead or supervisory capacity.
- Advanced knowledge of Microsoft 365 technologies, including Copilot, Power Apps, Power Pages, Power Automate, Intune, SharePoint, Teams, and Azure AD.
- Demonstrated ability to lead teams with energy, drive, and a results-oriented approach.
- Proven commitment to ongoing professional development and technical skill enhancement.
- Experience coaching and mentoring IT staff to build technical expertise and high performance.
- ITIL certification or demonstrated experience with service management.
- Strong technical troubleshooting and process improvement skills.
- Microsoft 365 Certified: Endpoint Administrator Associate is a strong asset.
We invite applications from those interested in this position apply through the KidsAbility Career Centre.
KidsAbility strives to create an accessible and inclusive application and selection process and is committed to working with and providing reasonable accommodations to job applicants who may require provisions to participate in the selection process. Should any applicant require accommodation please contact Human Resources in advance for assistance.
Equity, Diversity, and Inclusion are the core values of KidsAbility. We are a diverse workforce with wide perspectives and creative ideas that benefit our clients and the community. It is the policy of KidsAbility to ensure equal employment opportunity without discrimination or harassment. We welcome applications from visible minority groups, women, Aboriginal people, persons with disabilities, religion, age, sex, sexual orientation, gender identity or expression, marital or domestic/civil partnership status, genetic information or any other ground protected by applicable law.
Please note that all prospective KidsAbility employees are subject to mandatory immunization requirements, including the full and ongoing COVID-19 vaccination, as a condition of obtaining and maintaining employment. We will make accommodations as directed by the Ministry of Children, Community and Social Services and the Chief Medical Officer of Health.
About KidsAbility Centre for Child Development
At KidsAbility, we support 17,000+ children and youth in achieving communication, social, physical, and behavioral milestones.
From birth to age 21, we guide their journey from childhood to adulthood, irrespective of diagnosis. Our focus on early, family-centric services shapes brighter futures.
Established in 1957, KidsAbility is an accredited, charitable organization governed by an elected board of directors, operated by a professional staff of over 300, and supported by the generosity of committed individuals, small business and local corporations, and our wider community.
Information Technology Service Desk Supervisor
Top Benefits
About the role
IT Service Desk Supervisor
1.0 FTE, Permanent | Start Date: ASAP | Location: Waterloo
About KidsAbility:
We are a not-for-profit, equal opportunity employer supporting over 17,000 children and youth to reach their social, physical, communication and behavioural goals each year. Providing early and exceptional family-centred services in the Waterloo and Guelph-Wellington regions, we believe that by living our values, our impact can be profound, and together, we can build brighter futures.
At KidsAbility, we offer:
- Ongoing training and development opportunities, empowering you to enhance your skills
- A supportive, collaborative, and inclusive work environment dedicated to family-centred care
- Organizational commitment to innovation and research; continually evolving our approaches so we may serve with purpose and value
- Initiatives to support your well-being including social events, opportunities to give back to your community and access to Employee and Family Assistance Program
- Comprehensive benefits and optional group RRSP program, short- and long-term disability income protection benefits, and generous vacation package and paid personal leave days
About the Opportunity:
The IT ServiceDesk Supervisor is a hands-on technical leader who combines advanced technical expertise with people management responsibilities. This role requires a high level of energy, initiative, and a “getting things done” mindset to drive results and ensure service excellence. The successful candidate will not only oversee daily service desk operations and supervise three direct reports (two Service Desk roles and one Infrastructure Administrator) but will also actively contribute to technical problem-solving and system optimization. A commitment to continual professional growth and a passion for coaching and mentoring team members are essential, fostering a culture of learning and high performance. Additionally, this role will require you to:
- Demonstrate a high level of energy and initiative, consistently driving service desk results and improvements.
- Champion a “getting things done” mindset, proactively identifying and resolving issues to ensure service excellence.
- Provide advanced, hands-on support and administration for Microsoft 365 technologies, including Copilot, Power Apps, Power Automate, Intune, SharePoint, Teams, and Azure AD.
- Actively resolve complex technical issues and serve as the escalation point for service desk tickets.
- Lead by example as a working supervisor, directly troubleshooting and implementing solutions.
- Champion the adoption and integration of new Microsoft technologies to drive service desk efficiency and innovation.
- Foster a collaborative, supportive team environment, mentoring and coaching team members to build technical expertise and encourage continual learning.
- Fully manage and support endpoint devices, including provisioning, patching, compliance, and inventory management using Intune and Endpoint Manager.
- Develop and maintain technical documentation, onboarding guides, and knowledge base articles for new technologies.
- Communicate effectively with IT team members, business stakeholders, and external partners.
- Ensure compliance with privacy, security, and organizational standards in all technology implementations.
- Promote service desk best practices, including detailed ticket documentation, first-call resolution, and use of modern ticketing tools.
- Coordinate service desk coverage across all locations, including after-hours response for priority issues and business continuity events.
- Act as backup to the Infrastructure Specialist for tasks including patching, configuration, and incident response.
- Support EMR systems or other clinical/business applications, ensuring availability and staff usability.
- Manage IT onboarding/offboarding procedures, ensuring access, security, and provisioning protocols are followed.
- Monitor service desk metrics, prioritize escalations, and ensure service level targets are met.
- Support device lifecycle management, including setup, imaging, deployment, and asset tracking.
- Liaise with vendors and external partners for technical support and warranty services.
- Support cross-functional collaboration by ensuring smooth service desk coordination with other IT areas.
More About You:
To qualify, applicants should have:
- Diploma or degree in Information Technology, Computer Science, or a related field; equivalent work experience will be considered.
- Minimum 5+ years of progressive IT support experience; at least 1 year in a lead or supervisory capacity.
- Advanced knowledge of Microsoft 365 technologies, including Copilot, Power Apps, Power Pages, Power Automate, Intune, SharePoint, Teams, and Azure AD.
- Demonstrated ability to lead teams with energy, drive, and a results-oriented approach.
- Proven commitment to ongoing professional development and technical skill enhancement.
- Experience coaching and mentoring IT staff to build technical expertise and high performance.
- ITIL certification or demonstrated experience with service management.
- Strong technical troubleshooting and process improvement skills.
- Microsoft 365 Certified: Endpoint Administrator Associate is a strong asset.
- Diploma or degree in Information Technology, Computer Science, or a related field; equivalent work experience will be considered.
- Minimum 5+ years of progressive IT support experience; at least 1 year in a lead or supervisory capacity.
- Advanced knowledge of Microsoft 365 technologies, including Copilot, Power Apps, Power Pages, Power Automate, Intune, SharePoint, Teams, and Azure AD.
- Demonstrated ability to lead teams with energy, drive, and a results-oriented approach.
- Proven commitment to ongoing professional development and technical skill enhancement.
- Experience coaching and mentoring IT staff to build technical expertise and high performance.
- ITIL certification or demonstrated experience with service management.
- Strong technical troubleshooting and process improvement skills.
- Microsoft 365 Certified: Endpoint Administrator Associate is a strong asset.
We invite applications from those interested in this position apply through the KidsAbility Career Centre.
KidsAbility strives to create an accessible and inclusive application and selection process and is committed to working with and providing reasonable accommodations to job applicants who may require provisions to participate in the selection process. Should any applicant require accommodation please contact Human Resources in advance for assistance.
Equity, Diversity, and Inclusion are the core values of KidsAbility. We are a diverse workforce with wide perspectives and creative ideas that benefit our clients and the community. It is the policy of KidsAbility to ensure equal employment opportunity without discrimination or harassment. We welcome applications from visible minority groups, women, Aboriginal people, persons with disabilities, religion, age, sex, sexual orientation, gender identity or expression, marital or domestic/civil partnership status, genetic information or any other ground protected by applicable law.
Please note that all prospective KidsAbility employees are subject to mandatory immunization requirements, including the full and ongoing COVID-19 vaccination, as a condition of obtaining and maintaining employment. We will make accommodations as directed by the Ministry of Children, Community and Social Services and the Chief Medical Officer of Health.
About KidsAbility Centre for Child Development
At KidsAbility, we support 17,000+ children and youth in achieving communication, social, physical, and behavioral milestones.
From birth to age 21, we guide their journey from childhood to adulthood, irrespective of diagnosis. Our focus on early, family-centric services shapes brighter futures.
Established in 1957, KidsAbility is an accredited, charitable organization governed by an elected board of directors, operated by a professional staff of over 300, and supported by the generosity of committed individuals, small business and local corporations, and our wider community.