Information & Communications Technology Service Desk Supervisor

BLUEWATER DISTRICT SCHOOL BOARD INVITES APPLICATIONS FOR PERMANENT FULL-TIME INFORMATION AND COMMUNICATIONS TECHNOLOGY (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.

Position: ICT Service Desk Supervisor

Location: Bluewater District School Board (BWDSB), Education Centre, Chesley, Ontario

Permanent: 35 hours per week

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 services to Bluewater staff. The Supervisor of ICT Service Desk leads the administration and coordination 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 “Always Learning, Learning All Ways”
• 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
• Strong customer service orientation
• 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

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.