**JOB POSTING #:**2025-0362
**POSTING PERIOD:**Wednesday, October 1, 2025 at 8:30 AM to Tuesday, October 7, 2025 at 4:30 PM
**DEPARTMENT:**Information Technology
**UNION:**Non-Union
**JOB CODE:**NU0699
POSITION STATUS:Regular Full-Time
# OF POSITIONS: 1
GRADE/CLASS: NU10
RATE OF PAY: $86,310.24 - $104,911.13 annually
SHIFT WORK REQ'D: Yes
DUTIES:
Reporting to the Manager of Service Desk this position will be responsible for providing leadership and oversight of IT Service desk operations. The Supervisor will act in a senior capacity, directly supervising, training, coaching, and mentoring the Tier 1- Service Desk and Personal Computer Analysts. The primary responsibility of this position is to lead and manage the timely resolution of technical queries and service requests from end users, ensuring consistent service quality and adherence to established procedures.

This position will ensure staff effectively utilize ITSM tools, follow established procedures, manage end-user assets, and deliver consistent, high-quality technical support to end users across the Corporation.

Proactively monitoring service request queues, the Supervisor oversees the technical administration and configuration of the ITSM system and serves as a subject matter expert for day-to-day operational tasks.

In collaboration with the Manager of Service Desk, they maintain, refine, and enhance processes, best practices, and knowledgebase content to support first- and second-line technical support teams in resolving queries efficiently. The Supervisor also ensures ITSM data is complete, accurate, and consistently maintained, while developing, monitoring, and analyzing performance metrics to support operational goals, identify trends, and drive continuous process improvements. The Supervisor serves as the escalation point for complex technical issues that cannot be resolved by Tier 1 or Tier 2 staff, ensuring timely, accurate, and effective resolution. They coordinate the efforts of internal technical support staff and third-party contractors, acting as a liaison between technical teams and end users to ensure timely communication and resolution of outstanding Service Desk requests. This role manages resource allocation and scheduling to ensure prompt response to service requests in accordance with procedures and priorities while monitoring, tracking, and enforcing compliance with Service Level Agreements to maintain consistent service delivery across the Corporation. The Supervisor ensures staff possess the necessary training, skills, and competencies to fully utilize ITSM tools, enabling them to resolve technical issues effectively and independently. They also contribute to the ongoing development and enhancement of Service Desk operations by recommending, implementing, and evaluating new procedures and practices that improve service delivery, operational efficiency, and end-user satisfaction.

As part of quality assurance, the Supervisor conducts regular reviews of incident and service request fulfillment activities, preparing detailed performance reports and operational insights for Management to support continuous improvement and informed decision-making. Will perform Occupational Heath & Safety duties as outlined in the Corporation’s Health and Safety Program.

Will perform other related duties as required.

QUALIFICATIONS:

• Must have a University degree in Computer Science or Ontario Ministry of Education Equivalency and a minimum of two (2) years of experience delivering Tier1/Tier2 technical support to users in the areas of business applications, enterprise systems, mail systems, basic network troubleshooting and desktop and hardware maintenance;

• OR Must have an Ontario Secondary School Graduation diploma combined with a Community College diploma in Computer Sciences and over four (4) years of experience in delivering Tier1/Tier2 technical support to users in the areas of business applications, enterprise systems, mail systems, basic network troubleshooting and desktop and hardware maintenance;

• Must have the ability to travel to off-site locations in a timely and expedient manner as required. If method of travel is by vehicle, a current valid and lawful Driver's License is required in accordance with the Highway Traffic Act and must provide a driver’s abstract as a condition of employment;

• Must have experience with establishing performance metrics and reporting on program success measures;

• Must possess strong technical knowledge with current PC hardware, Microsoft operating systems and M365 environments;

• ITIL Foundation Certificate is an asset

• Must have experience with training and good customer service;

• Must have the ability to work in a deadline-oriented and high pressure environment and prioritize effectively;

• Must possess political acumen, with the ability to work closely with all stakeholders;

• Must have proficiency in Windows based software including Word, Excel and graphic software;

• Should have knowledge of the Occupational Health and Safety Act, its regulations and knowledge of the hazards associated with the work.

• Given that this is a new position a Physical Demands analysis will be completed with the incumbent after approximately six months of occupying the position.

NOTE:

• Only those applicants selected for an interview will be acknowledged
• We offer a smoke-free office environment
• Personal information is collected under the authority of the Municipal Act, c. 25 as amended, and will be used to determine eligibility for employment.
• The Corporation of the City of Windsor is an Equal Opportunity Employer

In accordance with the Accessibility for Ontarians Act, 2005 and the Ontario Human Rights Code, the City of Windsor will provide accommodations throughout the recruitment, selection and/or assessment process to applicants with disabilities. If selected to participate in the recruitment, selection and/or assessment process, please inform the City of Windsor Human Resources staff of the nature of any accommodation(s) that you may require in respect of any materials or processes used to ensure your equal participation.

1PfQlJwjIU