About the role
Duties and Responsibilities:
Reporting to the Assistant Manager, IT Service Desk, the incumbent is required to initiate, plan, implement and supervise all operational activities for the ITS Service Desk, Voice Services, and Hardware Service team, and to proactively meet the computing support needs of students, faculty and staff. Student support includes computing support for students in Residence.
Qualifications:
The incumbent must possess the following qualifications:
-
Demonstrated technical experience with computing software.
-
Demonstrated excellence in delivery of customer service.
-
Demonstrated experience supervising in a unionized environment.
-
Demonstrated experience and success with operational planning techniques.
-
Demonstrated excellence in project management.
-
Demonstrated ability to communicate clearly and effectively, both orally and in writing.
-
Demonstrated ability to understand and evaluate technical issues and be able to explain technical decisions and features to both management and clients.
-
Demonstrated ability to maintain professional behavior in front-line difficult, stressful, and sensitive situations.
The Supervisor may be required to work day and/or evening shifts as well as irregular hours during weekends upon request.
Education and Experience:
The above is normally acquired through the completion of:
- A four-year University degree in a relevant discipline (e.g., Engineering or Computer Science).
- Formal Help Desk and Management Training.
- Microsoft Certification (e.g., MCSE).
- IT Service Management courses (e.g., ITIL).
- Six or more years of relevant IT support experience, including both technical and supervisory experience.
- Active membership in Professional Associations (e.g., HDI, ACM, itSMF).
HR Note:
Equivalencies will be considered. Applicants are encouraged to provide information which may demonstrate equivalent qualifications. Please note that applicants may be required to complete an employment test as part of the selection process for this position. Those applicants that are selected for an interview will be requested to contact the Human Resource Advisor assigned to this competition as soon as possible to discuss any accommodation requirements. Arrangements will be made to accommodate your request in a timely manner. Carleton University is strongly committed to fostering diversity within its community as a source of excellence, cultural enrichment, and social strength. We welcome those who would contribute to the further diversification of our University including, but not limited to: women; visible minorities; First Nations, Inuit and Métis peoples; persons with disabilities; and persons of any sexual orientation or gender identity and expressions.
Not the right fit? Search for Service Desk Supervisor jobs in Ottawa, ON
About Carleton University
Carleton University, Canada’s capital university is situated on a beautiful campus bordered by the sparkling Rideau River and Canal, Carleton is just minutes from the heart of our nation’s government and enjoys easy access to the many organizations, associations and businesses which thrive in Ottawa. Many of Ontario’s leading high tech companies surround our campus where cutting-edge research joins with highly innovative teaching to solve real-life problems. Members of a dynamic, research-intensive university, Carleton’s faculty and staff provide a superior learning experience for our fine students who hail from every province and from over 100 countries around the world.
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About the role
Duties and Responsibilities:
Reporting to the Assistant Manager, IT Service Desk, the incumbent is required to initiate, plan, implement and supervise all operational activities for the ITS Service Desk, Voice Services, and Hardware Service team, and to proactively meet the computing support needs of students, faculty and staff. Student support includes computing support for students in Residence.
Qualifications:
The incumbent must possess the following qualifications:
-
Demonstrated technical experience with computing software.
-
Demonstrated excellence in delivery of customer service.
-
Demonstrated experience supervising in a unionized environment.
-
Demonstrated experience and success with operational planning techniques.
-
Demonstrated excellence in project management.
-
Demonstrated ability to communicate clearly and effectively, both orally and in writing.
-
Demonstrated ability to understand and evaluate technical issues and be able to explain technical decisions and features to both management and clients.
-
Demonstrated ability to maintain professional behavior in front-line difficult, stressful, and sensitive situations.
The Supervisor may be required to work day and/or evening shifts as well as irregular hours during weekends upon request.
Education and Experience:
The above is normally acquired through the completion of:
- A four-year University degree in a relevant discipline (e.g., Engineering or Computer Science).
- Formal Help Desk and Management Training.
- Microsoft Certification (e.g., MCSE).
- IT Service Management courses (e.g., ITIL).
- Six or more years of relevant IT support experience, including both technical and supervisory experience.
- Active membership in Professional Associations (e.g., HDI, ACM, itSMF).
HR Note:
Equivalencies will be considered. Applicants are encouraged to provide information which may demonstrate equivalent qualifications. Please note that applicants may be required to complete an employment test as part of the selection process for this position. Those applicants that are selected for an interview will be requested to contact the Human Resource Advisor assigned to this competition as soon as possible to discuss any accommodation requirements. Arrangements will be made to accommodate your request in a timely manner. Carleton University is strongly committed to fostering diversity within its community as a source of excellence, cultural enrichment, and social strength. We welcome those who would contribute to the further diversification of our University including, but not limited to: women; visible minorities; First Nations, Inuit and Métis peoples; persons with disabilities; and persons of any sexual orientation or gender identity and expressions.
Not the right fit? Search for Service Desk Supervisor jobs in Ottawa, ON
About Carleton University
Carleton University, Canada’s capital university is situated on a beautiful campus bordered by the sparkling Rideau River and Canal, Carleton is just minutes from the heart of our nation’s government and enjoys easy access to the many organizations, associations and businesses which thrive in Ottawa. Many of Ontario’s leading high tech companies surround our campus where cutting-edge research joins with highly innovative teaching to solve real-life problems. Members of a dynamic, research-intensive university, Carleton’s faculty and staff provide a superior learning experience for our fine students who hail from every province and from over 100 countries around the world.