Job Title: Supervisor, Help Desk
Location: Ottawa (Hybrid – 2 days/week on-site)
Employment Type: Permanent
Salary: $competitive salary + OMERS pension + comprehensive benefits

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Overview

Our public sector client is hiring a Supervisor of Help Desk to lead a dynamic support team in Ottawa. This permanent position is ideal for someone who is customer-focused, ITIL-certified, and passionate about continuous improvement in service delivery. You’ll lead a team of 4 and collaborate closely with the Manager of IT and Cloud Infrastructure Services to drive operational excellence and align support with organizational goals.

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Key Responsibilities

• Lead and mentor the help desk team to deliver high-quality technical support.

• Drive continuous improvement initiatives to enhance service efficiency, user satisfaction, and team performance.

• Ensure adherence to ITIL best practices and internal service standards.

• Act as the escalation point for complex technical issues, ensuring timely resolution.

• Collaborate across IT and business units to align support strategies with organizational objectives.

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Qualifications

• Proven experience leading IT support teams in a supervisory or managerial role.

• ITIL certification (required).

• Strong communication and customer service skills, with the ability to engage stakeholders at all levels.

• Demonstrated focus on continuous improvement and team development.

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Why Join?

• Impactful Leadership: Shape the success of a dedicated IT support team.

• Growth Opportunities: Drive initiatives that enhance service delivery and operational efficiency.

• Collaborative Culture: Work alongside cross-functional teams to achieve shared goals.

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Apply Today
If you’re a proactive leader passionate about IT service excellence, submit your resume 

We’re an equal opportunity employer committed to increasing diversity and inclusion in today’s workforce. All qualified applicants will receive consideration for employment without regard to race, color, religion, gender, gender identity or expression, sexual orientation, national origin, genetics, disability, age, or veteran status. Minorities, women, LGBTQ candidates, and individuals with disabilities are encouraged to apply. If you require an accommodation, please review our accessibility policy and reach out to our accessibility officer with any questions.