ICT Service Desk Supervisor

INFORMATION AND COMMUNICATIONS TECHNOLGY (ICT) SERVICE DESK SUPERVISOR

Located on the traditional lands of the Saugeen Ojibway Nation, Bluewater District School Board spans 8,673 square kilometres and is one of the largest employers in Bruce and Grey Counties, with approximately 3,700 permanent and casual staff. We are deeply committed to fostering inclusive, respectful, and equitable learning environments for over 18,800 students from diverse backgrounds.

Nestled in a region known for its close-knit rural communities and small-town charm, Bluewater offers a peaceful lifestyle with convenient access to urban centres such as Owen Sound, Kitchener-Waterloo, and London—providing an ideal balance between tranquility and connectivity.

Outdoor enthusiasts will appreciate the area's scenic trails, sandy beaches, winding rivers, and welcoming communities, making Bruce and Grey Counties a truly exceptional place to live, work, and grow.

We welcome passionate individuals who value diversity, collaboration, and community to join us in shaping a vibrant and inclusive future for all learners.

Position:

ICTService Desk Supervisor

Temporary:

35 hours per week, one year term anticipated (replacing a medical leave)

Position Summary:

The Supervisor of Information Communications Technology (ICT) Service Desk is responsible for overseeing technology problem resolution through the ICT service desk. The position provides direct supervision and mentorship to Client Service Technicians to provide effective and efficient ICT support service to Bluewater staff.

The Supervisor of ICT Service Desk leads the administration and co-ordination of identifying and processing technological issues and their timely resolution. The role also provides support to the ICT Manager/CIO and staff members of the ICT department, and the board’s end users. The Supervisor of ICT Service Desk is also responsible for staff planning, service process design, performance analysis, and developing proactive resolution plans.

Duties and Responsibilities:

• Lead the ICT team in achieving our vision of “Learning today, Leading tomorrow”
• Develop Service Level Agreements (SLAs) to establish problem resolution expectations
• Develop policies and procedures that outline how problems are processed and resolved
• Analyze performance of service desk activities and documented resolutions, identify problem areas, and deliver solutions to enhance quality of service and prevent future problems
• Prepare budget proposals and operational expenditure statements
• Collaborate with other departments to identify and/or procure service desk software
• Research and procure products and services in support of service desk technology
• Track and analyze trends in service desk requests and generate statistical reports
• Identify, recommend, develop and implement end user training programs to increase computer literacy and self-sufficiency
• Supervise development and communication of usage guides and FAQs for end users
• Attend training seminars and conferences to broaden service desk related knowledge
• Oversee the development, implementation and administration of service desk staff training procedures and policies
• Lead, train, coach and mentor Client Service Technicians and other staff
• Plan and conduct performance appraisals
• Manage service desk activities and staff including following progressive discipline procedures
• Attend Change Advisory Board (CAB) meetings
• Other duties as required

Qualifications and Experience:

• Post-Secondary or diploma in Information Technology or a related field
• ITIL and Project Management certifications
• Minimum three (3) years supervisory experience, preferably in a unionized environment
• Minimum three (3) years of Information Technology related service desk experience
• Minimum two (2) years of experience with using service desk systems

Assets:

• School board experience preferred
• Exceptional interpersonal skills, with a focus on listening and questioning skills
• Strong relationship management and performance management skills
• Ability to motivate and direct staff members
• Proven analytical and problem-solving abilities
• Ability to effectively prioritize and execute tasks in a high-pressure environment
• Good written, oral, and interpersonal communication skills
• Ability to conduct research into issues and products as required
• Ability to present ideas in business-friendly and user-friendly language
• Highly self-motivated
• Keen attention to detail

Job Requirements

• Clean vulnerable sector police check
• Access to a reliable vehicle
• Eligible to work in Canada

Application Process:

Applicants are asked to provide a resume and cover letter.

Qualified applicants are invited to apply for this position online using Apply to Education (ATE) at https://bwdsb.simplication.com/ (all fees for the ATE application process are covered by the Bluewater District School Board).

Should applicants require assistance in registering for Apply to Education (ATE), they may contact the ATE Help Desk at 1-416-932-8866 or 1-877-900-5627.

Questions regarding this posting should be directed to:

Brad Ross

Manager of Information Communications Technology Services / CIO

Brad_Ross@bwdsb.on.ca

We thank everyone for applying; however, only those selected for an interview will be contacted.

Equity

Bluewater District School Board is committed to fostering a safe and supportive learning environment for all students and staff.

Accommodation

Bluewater District school board is committed to providing accommodations in the workplace and for candidates who have temporary or permanent disability, or who otherwise require accommodations based on the protected grounds highlighted in the Ontario Human Rights Code in respect to the recruitment and selection process.

Bluewater District School Board is committed to providing a respectful and healthy work environment.

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