Supervisor, Service Desk

Toronto Zoo•Toronto, ON

4d•CA$92,879 - CA$108,379•Onsite

About The Position

The Supervisor, Service Desk is responsible for the Zoo’s front line technical support operations. This role is responsible for overseeing all onsite technology support services and customer-facing IT support functions across the organization. This position will assist and provide support in implementing the Strategic Plan.

Requirements

Post-secondary education in Information Technology, Computer Science, Information Systems, Software Engineering, or related discipline (or equivalent combination of education and demonstrated experience).
Minimum two years of progressive, hands-on experience in service desk supervisor service desk role.
Demonstrated experience supporting and administering Microsoft server infrastructure/services and virtualization, Microsoft Azure and Microsoft 365 services.
Strong understanding of cybersecurity principles including access control, patch management, vulnerability remediation, and secure configuration.
Working knowledge of project management concepts and methodology.
Excellent stakeholder management: can translate ambiguous needs into technical plans, manage trade-offs, and communicate risks clearly to stakeholders at all levels.
Results-oriented self-starter with demonstrated ability to juggle multiple time-sensitive priorities and adapt to and champion change.
Must have a demonstrated ability to lead and supervise.
Well-developed interpersonal skills, along with strong communications skills.
Must have a working knowledge of the Ontario Occupational Health & Safety Act and WHMIS legislation.
Must be able to work weekends, shifts and holidays as scheduled.
Must be able to deal with staff and public in a courteous and efficient manner.
Must have basic knowledge of budget preparation and administration.
Capable of meeting the physical demands of the position.

Responsibilities

Oversee all onsite technical support and customer service functions across the Zoo.
Ensure service requests and incidents are logged, categorized, prioritized, and resolved in accordance with established service level agreements (SLAs).
Monitor service desk metrics (response times, resolution times, ticket volume, backlog) and implement improvements where required.
Act as the primary escalation point for complex or high-impact end-user issues.
Coordinate major incident response related to end-user systems and onsite technology.
Ensure effective support and maintenance of desktops, laptops, mobile devices, printers, AV equipment, point-of-sale systems, and other end-user technologies.
Oversee hardware deployment, lifecycle management, asset tracking, and inventory control.
Coordinate workstation setups, relocations, upgrades, and technology rollouts.
Support seasonal and operational technology need unique to Zoo environments, events, and public-facing systems.
Maintain a strong customer-service culture focused on professionalism, responsiveness, and clear communication.
Build positive working relationships with departmental leaders and staff across the Zoo.
Communicate service impacts, planned maintenance, and issue resolutions clearly and effectively.
Gather feedback from internal clients and recommend service improvements.
Develop, maintain, and improve Service Desk procedures, knowledge base articles, and technical documentation.
Identify recurring issues and collaborate with infrastructure teams to implement long-term solutions.
Ensure accurate documentation of support activities within the service management system.
Contribute to IT service improvement initiatives aligned with the Zoo’s Strategic Plan.