HELPDESK SUPERVISOR

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The Office of the Chief Electoral Officer, Technology Services Division, seeks a skilled leader to oversee Help Desk support services to office computer systems, field system hardware/software and related equipment.

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About the job

You will:

• Supervise the daily activities of Helpdesk Technicians who conduct hardware/software installation/maintenance work, including installation of standard and non-standard hardware/software;
• Liaise with external support vendors to resolve issues and manage SLAs;
• Oversee the resolution of desktop support problems and ensure internal service level agreements are met;
• Provide management reports on helpdesk operations and issues;
• Plan, research, design and manage upgrades for desktop resources and workstation rollouts;
• Maintain accurate records of equipment and manage add/move/change requests; and
• Create, upgrade, maintain and organize documentation such as: instruction manuals, request forms, service catalogs, process diagrams, etc.

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What you bring to the team

Knowledge and Skills

• Previous supervisory experience in a technical helpdesk environment;
• Sound working knowledge of Microsoft Windows, Windows Server, Microsoft Office, Microsoft SharePoint, knowledge of installation techniques and methods for hardware and software, including operating systems, non-standard hardware and software and emerging technology;
• Demonstrated supervisory and leadership skills;
• Excellent oral and written communication skills;
• Good interpersonal skills;
• Well-developed analytical and organizational skills;
• Knowledge of new trends and technologies in the IT industry;
• Must be available to work various shifts.

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Additional information:

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Language requirements and assessment:
All external Ontario Public Service (OPS) job ads are posted in English and French. Check the "position(s) language" section at the top of each job ad for the language requirements. For all roles, candidates are assessed in English, the business language of the OPS. If the position is bilingual (English/French), you'll also need to pass a French-language proficiency test.

Exigences en matière de langue et évaluation:
Toutes les offres d'emploi externes de la fonction publique de l'Ontario (FPO) sont affichées en français et en anglais. Consultez la section « Langue du ou des postes » en haut de chaque offre d'emploi pour connaître les exigences linguistiques. Pour tous les postes, les candidats sont évalués en anglais, la langue d'affaires de la FPO. Si le poste est bilingue (anglais/français), vous devrez également passer un test de compétences linguistiques en français.

All external applicants (including former employees of the Ontario Public Service) applying to a competition in a ministry or Commission public body must disclose (either in the cover letter or resume) previous employment with the Ontario Public Service. Disclosure must include positions held, dates of employment and any active restrictions as applicable from being rehired by the Ontario Public Service. Active restrictions can include time and/or ministry-specific restrictions currently in force, and may preclude a former employee from being offered a position with the Ontario Public Service for a specific time period (e.g. one year), or from being offered a position with a specific ministry (either for a pre-determined time period or indefinitely). The circumstances around an employee's exit will be considered prior to an offer of employment.

Information collection notice

We are collecting your personal information to assess how well you meet the qualifications for employment with the Ontario Public Service, and for related recruitment purposes. The collection of personal information is necessary to the proper administration of OPS Careers, which is an authorized common service in accordance with s. 6 of the Ministry of Government Services Act, R.S.O. 1990, c. M.25.

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