HELPDESK SUPERVISOR

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.

What can I expect to do in this role?

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.

How do I qualify?

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.

Collection of Information

Your personal information is being collected and will be used to determine your qualifications for employment with the Ontario Public Service, and for recruitment modernization initiatives. OPS Careers is an authorized common service in accordance with s. 6 of the Ministry of Government Services Act, R.S.O. 1990, c. M.25 and this collection of personal information is necessary to the proper administration of OPS Careers.

Please do not provide more personal information than what is asked of you. For example, do not include your social insurance number, photograph, or banking information, etc. with your application. We strongly encourage you not to provide us with information beyond that which is requested in the job posting.

If you have any questions about the collection, use, disclosure, or retention of your personal information, please contact us.

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.

Remember: The deadline to apply is Friday, May 2, 2014 11:59 pm EDT. Late applications will not be accepted.

We thank you for your interest. Only those selected for further screening or an interview will be contacted.