Manager, Client Support (Desktop Support Services)

Manager, Client Support (Desktop Support Services)

Manager, Client Support

Date September 30, 2025

Requisition ID 20605

Status Regular

Business Unit Information and Technology Services

The IESO is committed to ensuring Ontario’s electricity system meets the province’s needs today and into the future. We are charged with purpose, delivering reliable, affordable, and sustainable electricity for homes, businesses, and communities across the province. We are energized to grow, embracing opportunities to shape the future of a dynamic and evolving energy sector while advancing our careers. We are powered by teamwork, supported by diverse and passionate colleagues who foster respect, celebrate successes, and thrive on shared achievements. At the IESO, it’s not just what we do—it’s who we are!

Who we are

Our central role includes managing the provincial power grid in real‑time, overseeing and evolving Ontario’s electricity market, engaging with government, municipalities and Indigenous communities, and planning for Ontario’s future electricity needs. Our employees play a key role in driving grid innovation, protecting the system from threats, advancing the province’s energy conservation programs, and forecasting and procuring the electricity resources we’ll need in the decades to come.

• In this role, you will lead the Client Support team at IESO, managing 12 staff and ensuring effective end user technical support across the organization. You will oversee installations, upgrades, and maintenance of user windows computers and software, while focusing on improving processes and overall service delivery. The position involves designing and managing user computing platforms, collaborating across teams in and outside of IT&S, and ensuring compliance with different standards. Success requires strong leadership, technical expertise, and a commitment to delivering an excellent customer experience.
• Information and Technology Services - non‑unionized.

What makes this role exciting

The energy sector is rapidly evolving, offering exciting new opportunities for those who want to make a difference.

• The Manager of Client Support is tasked with overseeing daily operations and user support services.
• The role involves designing and managing the user computing platform, developing and maintaining relevant technology standards based on industry best practices, and managing the user technology roadmap.
• It will propose and develop new solutions aligned with business and technology strategies. This position requires collaboration with the broader IT and business organization to deliver solutions, serve as a subject matter expert in user computing technology, ensure governance and compliance with standards, and focus on delivering excellent customer experience.
• Organizational duties include hiring staff, managing resource demand and capacity, overseeing staff performance, and fostering talent development.

What you’ll do

• Manage the Client Support team, including organizing, scheduling, assigning work, providing instructions, advice and directions. As well as providing performance feedback and skills development opportunities.
• Oversee and develop the Client Support function to ensure effective customer focused support. This includes installations, upgrades, maintenance, access provisioning/supporting of software and hardware for user desktops, laptops, printers, copiers, MFPs, and other peripherals including phones (mobile/desk), audio/video equipment.
• Oversee the development of Client Support processes and procedures consistent with providing effective request fulfillment and incident resolution support to users. Ensure that these procedures are adequately defined and kept up to date.
• Ensure the needs of the user community and I&TS groups are being met through the Client Support team. Report on the results of evaluations and assessments with conclusions and recommended actions to the Senior Manager.
• Design and manage the user computing platform, develop and maintain relevant technology standards based on industry best practices, and manage the user technology roadmap.
• Collaborate with various individuals and teams across the organization to deliver solutions and serve as subject matter expert in user computing technology. Ensure governance and compliance with standards and focus on delivering excellent customer experience.
• Participate in and provide required resources to support change initiatives and other activities with I&TS. Coordinate with business and technical project teams to provide qualified resources to address specific work programs and issues.

Role Requirements

Our team consists of experts from diverse backgrounds, each bringing their unique perspectives and skills.

To succeed in this role, you’ll need:

Education

• Requires knowledge of computer science subjects and disciplines to design, develop and support small to large scale computer systems and networks.
• Specific knowledge would include programming, system design, database modeling, networking and system administration. Requires a knowledge of technical writing to prepare effective reports.
• This knowledge is considered to be normally acquired either through the successful completion of a bachelor's degree (four‑year university) in the appropriate discipline.

Experience

• Requires exercising supervision over others including planning, organizing, and scheduling work; maintaining quality and accuracy of work; dealing with problems and personnel matters; and setting work methods, procedures and standards.
• Requires considerable experience in the design, development and support of computer systems. This experience will be gained through work in the following areas:
  • computer system architecture, design and integration
  • system networking
  • administration and use of standard or proprietary computer operating systems
  • support of small to large scale computer systems
  • database design and administration.
  • leading individuals to provide an IT support function
• A period of over 8 years up to and including 10 years is considered necessary to gain this experience.

How We Support You

From a comprehensive total rewards program to dynamic learning and development opportunities—including job rotations to broaden your expertise—we empower you to define and shape your own success. When you join the IESO, here’s what you can expect:

• Best‑in‑class benefits and long‑term support in the form of a defined benefit pension plan.
• This position will be required to be in office 2‑5 days per week dependent upon business requirement.
• Work in a dynamic and evolving sector that offers exciting opportunities and the chance to explore new career paths.
• Leadership that values meaningful discussions, welcomes feedback, and prioritizes career development.
• A strong, inclusive culture and a collaborative team environment with a shared passion for impactful work.
• Compensation packages that are regularly reviewed to remain competitive and to best accommodate the diverse needs of our employees.

We believe in opportunities for everyone

At the IESO, we know that achieving great results depends on embracing diversity by attracting, developing, and retaining people from a wide variety of backgrounds. We do this by ensuring our recruitment and advancement policies are fair and equitable, and by creating an accessible and inclusive environment—one that values every team member’s unique skills and experiences and ensures they have the support they need to achieve their potential.

If you require accommodation during the recruitment process, please let us know.

We’re proud to say we’ve been recognized as a supportive, inclusive employer.