At Hydro Ottawa, we empower the lives of the people in the communities we serve.

As the electricity distributor to the Nation’s Capital, our work powers the essential activities that make up our lives - at home, at work and at play. And as Ontario’s largest municipally-owned producer of green power, we are leading the way to a greener tomorrow.

We are seeking a Supervisor, Service Desk, a change champion and innovative leader ready to embrace the opportunity to guide and mentor others, and enable them to do their best work. And in doing so, to leave a legacy.

Are you ready to make a difference in our community?

JOB SUMMARY

The Supervisor, Service Desk is responsible for the day-to-day efficient and effective operation of the Service Desk, ensuring exceptional service delivery that meets business standards and exceeds customer expectations. This role provides direct leadership to Service Desk staff, oversees workload distribution, monitors performance, and ensures timely resolution of customer requests and escalations. The Supervisor, Service Desk ensures operational consistency, regulatory compliance, and safe coordination of field-related work while maintaining strong relationships with internal and external stakeholders.

MAJOR RESPONSIBILITIES

• Lead, coach, and supervise Service Desk staff by setting clear goals, conducting performance reviews, and providing ongoing feedback to drive accountability and ensure high quality service delivery.
• Determine work procedures, schedules, and workflow for the effective daily operation of the Service Desk to optimize efficiency and customer service effectiveness.
• Develop and deliver operational training, resources, and technical assistance for Service Desk staff to ensure goals and objectives are consistently achieved.
• Act as the final point of contact for complex customer escalations, reviewing and approving responses to customers and the public regarding high-priority requests for information or complaints.
• Oversee the coordination and approval processes for third-party permits (e.g., ESA permits) and certify/sign-off on operational removals to ensure public and employee safety and mitigate field-related risks.
• Monitor and manage the Service Desk operating budget and allocate financial and staffing resources effectively.
• Monitor operational performance using established metrics and analytics to measure employee productivity, quality, and overall customer service effectiveness.
• Build and maintain strong operational relationships with internal groups (e.g., Design, Scheduling, Operations, Communications, Digital Transformation) to ensure a consistent application of corporate standards and alignment for service desk requests.
• Stay informed of new programs, service rules, and reporting requirements for regulators and senior management, ensuring staff adhere to all health and safety standards and applicable laws.
• Maintain in-depth knowledge of Conditions of Service, internal policies, and corporate strategic directions to guide staff, drive positive change management, and build a positive work environment.
• As a member of the Crisis Communications Team , react quickly and effectively to crises which present a reputational risk.
• Perform other related duties as required.

EDUCATION AND EXPERIENCE

• Post-secondary education in a related field, such as Business Administration.
• Minimum 3 years’ supervisory experience in a fast-paced office environment, preferably in a customer service or contact center setting.
• Demonstrated people leader experience combined with the ability to manage performance may substitute for academic requirements.
• Experience managing operational crisis situations, both internal and external.
• Experience working with cross-functional groups.
• Strong computer skills; proficient in the use of office productivity and collaboration tools, preferably Google Workspace.
• Proven ability to function effectively under pressure, with demonstrated experience or training in crisis management, preferably supporting a Crisis Communication Team (CCT) during large-scale events or incidents.

ADDITIONAL REQUIREMENTS

• English essential, both oral and written
• Bilingual (English/French) considered an asset

This is a management group opportunity and salary will be commensurate with qualifications.

Hydro Ottawa offers a Hybrid Work Model. Hybrid work is position specific, details of the hybrid model will be discussed with successful candidates.

Hydro Ottawa may use artificial intelligence (“AI”) during the recruitment process to aid in the screening and selection of candidates.