Service Desk Supervisor

Carleton University View all jobs

Ottawa, ON
Permanent
Full-time

50 mins ago

About Carleton UniversityCarleton University is situated on unceded Algonquin territory and bordered by the Rideau River and the Rideau Canal, a UNESCO World Heritage site, in Ottawa, Ontario. The university is just minutes from the heart of our nation's government and G-7 organizations and this capital advantage provides opportunities for staff and faculty and students to make a positive impact in our community and around the world.Named a Top 100 Employer in 2023, 2024 and 2025, and a National Capital Region Top Employer for 10 consecutive years, Carleton University is one of Canada's most resourceful and productive hubs of learning and research, fuelling a rich talent pipeline that is supporting social and economic renewal. The university's smart, caring and connected community inspires and empowers individuals to become change leaders who drive impact in the world while challenging conventional modes of thinking and doing. At Carleton, we are committed to fostering an innovative, equitable and welcoming work environment. Carleton is also a nationally certified Healthy Workplace and is a recipient of the Canada Awards for Excellence, Healthy Workplace Order of Excellence and Platinum Level Certification for Mental Health at Work.The university's is an ambitious vision for the future, anchored in Carleton's strengths and student-centric, community-engaged values.Duties and Responsibilities:Reporting to the Assistant Manager, IT Service Desk, the incumbent is required to initiate, plan, implement and supervise all operational activities for the ITS Service Desk, Voice Services, and Hardware Service team, and to proactively meet the computing support needs of students, faculty and staff. Student support includes computing support for students in Residence.Qualifications:The incumbent must possess the following qualifications:

Demonstrated technical experience with computing software.
Demonstrated excellence in delivery of customer service.
Demonstrated experience supervising in a unionized environment.
Demonstrated experience and success with operational planning techniques.
Demonstrated excellence in project management.
Demonstrated ability to communicate clearly and effectively, both orally and in writing.
Demonstrated ability to understand and evaluate technical issues and be able to explain technical decisions and features to both management and clients.
Demonstrated ability to maintain professional behavior in front-line difficult, stressful, and sensitive situations.

The Supervisor may be required to work day and/or evening shifts as well as irregular hours during weekends upon request.Education and Experience:The above is normally acquired through the completion of:

A four-year University degree in a relevant discipline (e.g., Engineering or Computer Science).
Formal Help Desk and Management Training.
Microsoft Certification (e.g., MCSE).
IT Service Management courses (e.g., ITIL).
Six or more years of relevant IT support experience, including both technical and supervisory experience.
Active membership in Professional Associations (e.g., HDI, ACM, itSMF).

HR Note:Equivalencies will be considered. Applicants are encouraged to provide information which may demonstrate equivalent qualifications. Please note that applicants may be required to complete an employment test as part of the selection process for this position. Those applicants that are selected for an interview will be requested to contact the Human Resource Advisor assigned to this competition as soon as possible to discuss any accommodation requirements. Arrangements will be made to accommodate your request in a timely manner. Carleton University is strongly committed to fostering diversity within its community as a source of excellence, cultural enrichment, and social strength. We welcome those who would contribute to the further diversification of our University including, but not limited to: women; visible minorities; First Nations, Inuit and Métis peoples; persons with disabilities; and persons of any sexual orientation or gender identity and expressions.Health and Safety RequirementsThis position is regularly required to work on campus in person. In the event of a public health emergency or a health and safety issue, it is possible that you may be required to work temporarily remotely due to public health orders, directives and/or health and safety requirements. If this happens, you will work with your direct manager to set up a remote work environment including discussing appropriate technology and requirements. You are required to follow all University policies and directives, including to set up a safe and confidential workspace in a remote location and ensure all Carleton property (intellectual and other) is safeguarded. If required to work remotely, you will be notified by your manager when working full time physically onsite will resume.You must before attempting to apply for any postion.Please confirm that you have updated your candidate profile, if you are a returning applicant. Please note your profile includes important screening information.

Carleton University

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