Supervisor, It Service Desk

Metrolinx is connecting communities across the Greater Golden Horseshoe. Metrolinx operates GO Transit and UP Express, as well as the PRESTO fare payment system. We are also building new and improved rapid transit, including GO Expansion, Light Rail Transit routes, and major expansions to Toronto’s subway system, to get people where they need to go, better, faster and easier. Metrolinx is an agency of the Government of Ontario.
At Metrolinx, equity, diversity and inclusion are essential to living our values of serving with passion, thinking forward and playing as a team.
Metrolinx's Innovation and Information Technology group supports female team members via "Go Tech Women" an affinity group for women in Information Technology, led by our Chief Information Officer.
If you enjoy technology and innovation, value diversity, appreciate work/balance and are looking for an opportunity to make a better world via public service, Metrolinx would like to hear from you!
Our Service Desk & EUC Office is seeking 1 I&IT Supervisor to oversee the IT Service Desk and its team of support specialists to seamlessly deliver support to Metrolinx business users and meet Service Level Agreements (SLAs).
What will I be doing?

• Maintaining Service Level Agreements (SLAs) to establish problem resolution expectations and timeframes; creates reports and proposals for new or modified services that address end user needs
• Develops, maintains, and continually improves standardized work practices and processes that support Service Desk activities
• Supervising the daily management for all procedures related to identification, prioritization, and resolution of tickets, including the monitoring, tracking and coordination of daily Service Desk functions.
• Contributing to escalated problem resolution by giving in-person, hands-on support to end users when necessary.
• Providing input for staffing capacity planning, service process design, performance analysis, and the development of proactive resolution plans.
• Contributing to the planning, designing, and analyzing of the organization's service desk according to best practices, while ensuring high levels of customer service quality and availability.
• Ensuring the team is providing the highest level of customer service, technical support, and issue resolution
• Monitoring incidents to ensure staff appropriately prioritize problems, categorize and escalate incidents to rapidly restore normal service operations after service interruption or reduction, and meet SLAs and service delivery standards
• Supervises in-scope overall activities and specialists to deliver support to Metrolinx business users and meet service level agreements by:
• Monitoring compliance with policies and procedures to ensure consistent service levels and quick resolutions.
• Overseeing Service Desk calls and IT Work Requests for courteous, timely and effective resolution of end user issues for compliance with customer service best practices and SLAs; monitors response times and service restoration for all business users on the corporate network
• Supervises 15 to 20 employees in a single work group performing related tasks
• Providing guidance to the team, supervise daily operations, and ensure that service levels are met.
• Supervising account administration for IT Move, Add and Change (MAC) forms for accuracy and completion of time sensitive work requests; immediately identifies technical issues and reports to Manager for resolution

What Skills and Qualifications Do I Need?

• Certified Help Desk Professional an asset
• Technical knowledge of I&IT systems analysis, design, development, configuration, testing, release, and installation principles, practices, methods, techniques, and tools for ITIL/ITSM
• Completion of a community college diploma in Information Technology or a related field – or a combination of education, training and experience deemed equivalent.
• Minimum six (6) years’ experience with IT infrastructure and desktop support services and supervising a team of professionals.
• Experience with technology outsourcing, contract management, and the development of conceptual and logical data models to assist in developing and maintaining IT support related Service Level Agreements (SLAs)
• Information Technology Information Library (ITIL) foundations Certified
• Experience with IT change management and release management processes and can successfully integrate with incident and problem management processes
• Supervisory experience to lead and manage the Service Desk and EUC team and oversee contractors to ensure adherence to SLAs

Don’t Meet Every Requirement?
If you’re excited about working with Metrolinx but your past experience doesn’t quite align with every qualification of this posting, we encourage you to apply. You just might be the right candidate for this or other roles. We are always looking for great talent to join our team.
We invite all interested individuals to apply and encourage applications from members of equity-deserving communities, including those who identify as Indigenous, Black, racialized, women, people with disabilities, and people with diverse gender identities, expressions and sexual orientations.
Accommodation
We value the unique skills and experiences each person brings to Metrolinx and are committed to creating and maintaining an inclusive and accessible environment. We are committed to the requirements of the Accessibility for Ontarians with Disabilities Act so if you require accommodation during the hiring process, please let our Recruitment team know by contacting us at: 416-202-5601 or email [email protected] .
Application Process
All applicants must be legally entitled to work in Canada. Metrolinx will be using email to communicate with you for all job competitions. It is your responsibility to include an updated email address that is checked daily and accepts emails from unknown users. As we send time sensitive correspondence, we recommend that you check your email regularly. If no response is received, we will assume you are no longer interested in pursuing the opportunity. Please be advised that a Criminal Record Check may be required of the successful candidate. Should it be determined that any background information provided be misleading, inaccurate or incorrect, Metrolinx reserves the right to discontinue with the consideration of your application.
We thank all applicants for their interest, however, only those selected for further consideration will be contacted.
WE ARE AN EQUITABLE AND INCLUSIVE EMPLOYER.