HelpDesk Supervisor

University of Toronto Entrepreneurship

HelpDesk Supervisor overseeing IT support and services at Rotman School of Management. Ensuring high-quality service delivery for students, faculty, and staff in a Windows-based environment.

Posted 7/18/2026full-timeToronto • 🇨🇦 CanadaMid-LevelSenior💰 CA$91,677 - CA$117,242 per yearWebsite

Core Competencies

Role fit

Core Competencies

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Demonstrates expertise in managing HelpDesk support teams, ensuring high-quality service delivery, and analyzing support trends using ServiceNow. Proficient in troubleshooting end-user technical issues and managing hardware and software assets in a Windows-based environment.

Highest-signal resume keywords

HelpDesk Team LeadershipServiceNow Data AnalysisMicrosoft 365 SupportWindows 10/11 ConfigurationCustomer Service Excellence

ATS Keywords

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Applicant Tracking System Keywords

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Hard Skills

Windows-Based EnvironmentComputer Hardware KnowledgeMicrosoft Active DirectoryNetworking ConceptsMacOS and iOS SupportTroubleshooting SkillsProject Planning and ExecutionAsset ManagementSecurity Awareness Program ManagementService Delivery Improvement

Soft Skills

Excellent Communication SkillsConflict ResolutionTeam CollaborationAdaptabilityAnalytical Problem-Solving

Tools & Technologies

ServiceNowMicrosoft 365Windows 10/11MacOSIOS

Certifications & Qualifications

Bachelor's Degree

Industry Keywords

HelpDesk SupportEnd-User SupportTechnical Issue ResolutionVendor CoordinationSOP Improvement

Tech Stack

Tools & technologies

DNSiOSMacOSServiceNowTCP/IP

About the role

Key responsibilities & impact

Overseeing the day-to-day work of the HelpDesk support team to ensure timely, consistent, and high-quality service delivery for end users
Monitoring support trends and analyzing ServiceNow data to support service analysis, track key metrics, respond to service needs, and identify issues and patterns that support continuous improvement
Reviewing and improving existing support team workflows, standards, SOPs, and ServiceNow knowledge base articles to enhance consistency and efficiency
Supporting the team in troubleshooting and resolving end-user technical issues, including escalations and faculty hardware consultations for teaching, research, and administrative needs
Coordinating vendor engagement and internal collaboration to support service coordination, issue resolution, hardware moves, and support-related follow-up activities
Managing end-user hardware, software, the asset management system, deployment standards, and the desktop and laptop lease renewal program, including ordering IT hardware through leases or outright purchases
Managing our security agent dashboard and security awareness program, including monitoring alerts, tracking follow-up actions, and promoting safe technology practices
Making recommendations to management on support service improvements based on ticket trends, user feedback, operational needs, and support team performance

Requirements

What you’ll need

Bachelor's Degree or acceptable combination of equivalent education and experience
Minimum five (5) years of experience in a support team lead or supervisor role within a Windows-based environment
Strong knowledge of computer hardware, including Windows-based desktop, laptop, and server configurations
Extensive experience supporting Microsoft 365 and Windows 10/11 endpoints, including configuration, deployment, troubleshooting, and support
Working knowledge of macOS and iOS, including basic configuration, troubleshooting, and support of Apple desktops, laptops, and mobile devices
Strong working knowledge of Microsoft Active Directory and foundational networking concepts, including DNS, DHCP, TCP/IP, VLANs, wireless networking, and subnetting
Excellent written and oral communication skills, with the ability to explain technical concepts clearly to a wide range of non-technical users
Experience delivering presentations to stakeholder groups
Customer-service focused, with a proven ability to interact with users and staff in a respectful, tactful, and effective manner
Experience defusing conflicts involving staff and users
Proven analytical and problem-solving skills
Highly adaptable
Strong team player who supports team members and contributes to a collaborative work environment
Proven ability to plan and execute projects of varying size and complexity.

Benefits

Comp & perks

Employee Group: USW
Budget - Continuing
Full-Time Schedule