Service Desk Supervisor Jobs

What we offer

In addition to a competitive salary and a rewarding career where you can truly make a difference, we offer a comprehensive package that meets the various needs of our diverse employees, including:

• Ability to participate in inclusive employee-led networks to educate, inspire, amplify voices, build relationships and provide development opportunities;
• Employee and family assistance program;
• Health and dental benefits, including a health spending account available upon your start date;
• Maternity and parental leave top up (93% of base salary);
• Fitness membership discount;
• Training and development programs including tuition reimbursement of $1500 per calendar year.
• Defined benefit pension plan with OMERS, includes 100-per-cent employer matching;
• Minimum three (3) weeks of paid annual vacation days, increasing with years of service;
• Four (4) paid personal days;

This job offers the opportunity to work from home as part of a hybrid work arrangement. This arrangement will allow you to work some days at a TCHC work location and the rest of the time from home. The amount of time required to work at a TCHC work location is flexible, while considering operational and service delivery requirements.

Make a difference

At Toronto Community Housing we pride ourselves on fostering an environment of collaboration and respect. Furthermore, as part of the Information & Technology Services department, the Service Desk’s mission is to provide accurate and timely information to TCHC users of all IT systems, resolving Incidents and Service Requests at the first tier level whenever possible, and escalating appropriately when necessary.

In support of our mission, the Service Desk Supervisor will monitor and manage the performance of Level 1 ITS Client Service Agents, ensuring exceptional levels of support are provided and service levels are achieved. The Service Desk Supervisor will provide supervision, direction and guidance on a daily basis for the processing of technical support and customer services on the ITS Service Desk. This will include staff guidance, in customer service and technical configuration, the documentation of required support knowledge documents for the service desk as well as review of trends and key performance indicators on the service desk.

What you'll do

Procedures

• Training of staff on procedures
• Documentation and maintenance of Service Desk procedure manual
• Analyze service incidents reports, trending and frequent calls or other available data to determine any gaps in service delivery from the Service Desk and to make recommendations for improvements for automation and overall improvements.
• Develop and maintain a Service Desk procedures run book
• Ensure day-to-day interaction with clients is consistent and professional from the Service Desk
• Drafting procedures on the Service Desk
• Research best practices for service desk management and make recommendations for its adoption within IT’s business processes
• Use industry’s best practices for the delivery of IT service management to TCHC
• Documenting and maintaining knowledge articles for the service desk staff to enable support
• Review of support documentation before new systems come online

KPI

• Review of trending data to optimize support process
• Review of ticket details such as time to address, first call resolution, open tickets
• Deal directly with tickets that have fallen outside of Service Level Targets.
• Deal with issues that are escalated within the Service desk from VIP or difficult clients and must understand the needs of senior IT management and IT governance group
• Reporting from Service Management System for Industry KPI
• Adjustments of processes to help ensure KPIs are met
• Publish performance and KPI data, as well as make recommendations based on service trend identification to IT management and other staff with the ITS department
• Review of KPIs and document how KPIs are calculated and reported on from the Service Desk

Staff

• Make recommendations to Staff and ITS Management regarding new and improved procedures and processes consistent with best practices. Direct staff and external vendors accordingly
• Reviewing calls such as support calls, in line reviews of calls, and closed call reviews
• Coaching and mentoring staff as well as manage a team of 7+ direct reports
• Scheduling coverage of Service desk staff during vacations and during times of anticipated higher volumes of calls
• General Management including attendance and sick time management, conflict resolution, and team building

System

• Creation of dashboards and adhoc reports
• Administration of Ticketing systems
• Power user of ticketing system and lead development and implementation of new system

What you'll need

• Proven track record of transforming and building high performance service management operations & support teams
• Strong experience with developing and documenting procedures
• Advanced knowledge of how to calculate KPIs in Excel, Service Management system or SQL Reporting
• Minimum 5 years’ experience of working in a customer service IT support environment
• Proven track record in customer relationship management
• Strong reporting and data analytical skills
• Bachelor’s degree in Computer Science or a related field; or an equivalent combination of education and experience resulting in a solid understanding of job responsibilities is required
• Experience in managing Information Technology Infrastructure Library (ITIL) processes
• Advanced knowledge of user applications such as Microsoft Office (Word, Excel, Outlook, PowerPoint)
• Advanced understanding of the Windows operating system in a networked environment
• Certification in ITIL v3.0 foundation level. Advanced ITIL qualifications and ITSM knowledge are preferred (beyond ITIL foundation)
• Superior knowledge of extracting data from a Service Management system and service desk queue phone system
• Strong experience supervising staff, preferably in a unionized environment
• Experience with the ServiceNow platform is an asset
• Telecom knowledge is a strong asset
• Strong experience in developing and maintaining accurate Management Information and metrics

What’s next

Once you apply, we’ll review your resume and contact you if we believe your skills and experience will make you successful in the role. If you are selected to move forward, the process will include one or more interviews and/or assessments and reference checks.