Our client is a well-known NGO located in the heart of downtown Ottawa. With a nationwide reputation, our client is embarking on a large-scale initiative over the short and long term and has been adding to their front and back-office teams. With growing popularity, our client is looking for highly engaged professionals who can subscribe to their strong corporate brand. With exciting projects in the future, our client is looking to add to their digital operations team. With strong leadership, our client is looking to add some bench strength to their IT team in anticipation of new projects for 2025.

The IT / Help Desk Supervisor is responsible for overseeing the daily operations of the IT Support team, ensuring exceptional service delivery and alignment with the organization’s goals. This role emphasizes performance management, efficient problem resolution, and fostering a culture of accountability and continuous improvement within the IT Support team. The Help Desk Supervisor will manage escalated issues, provide hands-on technical support, and drive initiatives that enhance the effectiveness of the IT support function.

Key Responsibilities:

Team Leadership and Supervision:

• Lead, coach, and supervise IT Support team members to maintain high performance and service standards.
• Foster a collaborative team environment and encourage skill development and knowledge sharing.
• Track and report on team performance metrics, service levels, and support outcomes to ensure alignment with organizational standards.
• Identify opportunities for enhancing support workflows, systems, and resource utilization.
• Implement changes to improve efficiency and effectiveness.

Technical Support and Escalation Management:

• Provide Tier 2 support for complex technical issues requiring advanced troubleshooting.
• Manage and resolve escalated IT support issues efficiently.
• Deliver on-site and remote IT support for staff and external users across various business applications and IT services through multiple communication channels.

Documentation and Training Resources:

• Oversee the development and maintenance of user-friendly online and print documentation.
• Ensure training materials are accurate, accessible, and aligned with user needs.
• Organize and conduct training sessions for the IT Support team to foster skill enhancement and alignment with best practices.

Resource Coordination:

• Collaborate with other departments to optimize IT support resources, ensuring adequate staffing and coverage.

Additional Duties:

• Perform other tasks as assigned by the Manager, IM/IT Services, to support departmental and organizational objectives.

The ideal candidate for the IT / Help Desk Supervisor role will possess a university degree or college diploma in Information Technology or a related field, along with over four years of experience in both onsite and remote IT support. Prior supervisory experience is highly desirable, demonstrating the ability to lead a small team effectively. The candidate should have technical proficiency in troubleshooting complex hardware, software, and network issues, as well as familiarity with common ticketing systems like Zendesk.

A strong commitment to customer service and excellent communication skills in English—both verbal and written—are essential, with French language skills considered an asset. The successful candidate will exhibit strong leadership abilities, fostering a high-performance and goal-oriented team environment. They will also possess problem-solving expertise, identifying workflow improvements and monitoring performance metrics to ensure alignment with organizational objectives. Empathy, adaptability, and organizational skills are critical, as the role requires balancing competing priorities in a fast-paced, dynamic work environment. Alternative combinations of education and experience may also be considered for this position.

What Will Make You Stand Out:

• 4+ years in an IT Support role, showing progression to a team lead or supervisory function
• Proven ability to build accountability and improve workflow amidst a small support team
• Stellar communication skills and problem-solving skills
• Previous experience working with ticketing systems and processes
• Desire to work on-site to support staff and organization