Team: Technology

Rate of Pay: $92,879 - $108,379 per year

Category: Full Time (Permanent)

Hours of Work: 37.5 hours per week

Number of Positions Open: 1

Looking for a career with a dynamic organization that is committed to protecting wildlife? We are interested in dedicated individuals who are positive, enthusiastic, and passionate about connecting people, animals, conservation science and traditional knowledge to fight extinction. Your Toronto Zoo makes animal well-being a priority in all operations and shows respect for all wildlife.

Apply Online by June 9, 2026.

Position Purpose: The Supervisor, Service Desk is responsible for the Zoo’s front line technical support operations. This role is responsible for overseeing all onsite technology support services and customer-facing IT support functions across the organization. This position will assist and provide support in implementing the Strategic Plan.

Core Role Responsibilities:

• Oversee all onsite technical support and customer service functions across the Zoo.
• Ensure service requests and incidents are logged, categorized, prioritized, and resolved in accordance with established service level agreements (SLAs).
• Monitor service desk metrics (response times, resolution times, ticket volume, backlog) and implement improvements where required.
• Act as the primary escalation point for complex or high-impact end-user issues.
• Coordinate major incident response related to end-user systems and onsite technology.
• Ensure effective support and maintenance of desktops, laptops, mobile devices, printers, AV equipment, point-of-sale systems, and other end-user technologies.
• Oversee hardware deployment, lifecycle management, asset tracking, and inventory control.
• Coordinate workstation setups, relocations, upgrades, and technology rollouts.
• Support seasonal and operational technology need unique to Zoo environments, events, and public-facing systems.
• Maintain a strong customer-service culture focused on professionalism, responsiveness, and clear communication.
• Build positive working relationships with departmental leaders and staff across the Zoo.
• Communicate service impacts, planned maintenance, and issue resolutions clearly and effectively.
• Gather feedback from internal clients and recommend service improvements.
• Develop, maintain, and improve Service Desk procedures, knowledge base articles, and technical documentation.
• Identify recurring issues and collaborate with infrastructure teams to implement long-term solutions.
• Ensure accurate documentation of support activities within the service management system.
• Contribute to IT service improvement initiatives aligned with the Zoo’s Strategic Plan.

Technical Knowledge and Skills:

• Post-secondary education in Information Technology, Computer Science, Information Systems, Software Engineering, or related discipline (or equivalent combination of education and demonstrated experience).
• Minimum two years of progressive, hands-on experience in service desk supervisor service desk role.
• Demonstrated experience supporting and administering Microsoft server infrastructure/services and virtualization, Microsoft Azure and Microsoft 365 services.
• Strong understanding of cybersecurity principles including access control, patch management, vulnerability remediation, and secure configuration.
• Working knowledge of project management concepts and methodology.
• Excellent stakeholder management: can translate ambiguous needs into technical plans, manage trade-offs, and communicate risks clearly to stakeholders at all levels.
• Results-oriented self-starter with demonstrated ability to juggle multiple time-sensitive priorities and adapt to and champion change.
• Must have a demonstrated ability to lead and supervise.
• Well-developed interpersonal skills, along with strong communications skills.
• Must have a working knowledge of the Ontario Occupational Health & Safety Act and WHMIS legislation.
• Must be able to work weekends, shifts and holidays as scheduled.
• Must be able to deal with staff and public in a courteous and efficient manner.
• Must have basic knowledge of budget preparation and administration.
• Capable of meeting the physical demands of the position.

While we appreciate the interest of all applicants, only those selected for an interview will be contacted.The successful candidate may be required to provide a police reference check and/or driver’s abstract, at their own expense as a condition of employment.Candidates may be required to take a written and/or practical examination relevant to the position.

Your Toronto Zoo values the importance of inclusive recruitment practices and strives to create a workplace that reflects and celebrates the rich diversity of our city. Please let us know if you require specific accommodations to be in place before you begin the interview process.

Your Toronto Zoo respects the principles of equity, diversity and inclusion and seeks to model these principles in all that we do. We are committed to fostering an inclusive workforce where all employees feel respected, supported and valued. We strive to create an environment that represents the rich diversity of our guests and our community and encourage applications from all qualified individuals who can contribute to enhancing our commitment to equity, diversity and inclusion. Applications are especially encouraged from racialized persons/persons of colour, Indigenous/Aboriginal People of North America, persons with disabilities, LGBTQ2S+ persons, and women.

Your Toronto Zoo makes animal well-being a priority in everything we do, respecting wildlife, caring for our team, guest and community. We are a welcoming place to visit, volunteer, and work, united by a shared commitment to conservation, connection, and reconciliation. We blend science and traditional knowledge to protect species and their habitats, and we invite others to join us as Guardians of Wild, acting together to ensure wildlife and wild spaces thrive.

This job posting is for an existing vacancy within our organization.

Your Toronto Zoo uses artificial intelligence to screen, assess or select applicants.

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