ROLE: IT Supervisor
REPORTS TO: Director of IT
LOCATION: Burnaby Head Office
We are seeking a hands‑on End User Support Supervisor to lead a desktop support team while owning service performance, operational KPIs, cybersecurity incident response coordination, and selected IT projects. This role is a critical front‑line leadership position responsible for end‑user experience, operational discipline, and rapid response during security events.
The successful candidate will be customerāfocused, metricsādriven, calm under pressure, and capable of contributing as a technical resource on IT initiatives.
Opportunities
This is an exciting opportunity to strengthen the end-user support experience as our technology environment continues to evolve. The primary challenge will be balancing daily operational demands, ticket performance, cybersecurity readiness, and project support. This role provides the opportunity to build scalable support processes, improve service visibility through KPIs, and contribute to IT initiatives that directly impact employees across the organization.
Here is who you are…
Drive & motivation
You enjoy leading teams and improving the end-user experience.
You take ownership of service levels and follow-through.
You are motivated by practical problem solving and continuous improvement.
You stay calm and organized during urgent or high-impact issues.
Character & ABILITIES
You are approachable, professional, and customer-focused.
You coach others with clarity, patience, and accountability.
You communicate well with technical and non-technical audiences.
You can prioritize quickly when demands shift.
Knowledge & skills
You understand desktop support, endpoints, M365, and service desk practices.
You can manage ticket queues, SLAs, reporting, and documentation standards.
You understand incident coordination during cybersecurity events.
You use metrics to identify trends and service improvements.
Experience
5+ years of experience in end‑user or desktop support
2+ years in a lead or supervisory role
Experience managing ticket queues, SLAs, and service metrics
Strong knowledge of:
Experience participating in security incident response at the desktop/end‑user level
Strong communication skills, including during high‑pressure situations
You have experience supervising or leading IT support resources.
You have hands-on desktop support or service desk experience.
You have supported onboarding, offboarding, and endpoint lifecycle activities.
You have contributed to IT projects or technical deployments.
Nice-to-Have
Experience with ITSM tools, knowledge bases, and self-service practices.
Exposure to SOC, phishing, malware, or endpoint security response processes.
Experience preparing operational reports for IT leadership.
things you will do…
Lead desktop support analysts and create a consistent end-user support experience.
Own daily ticket operations, queue health, SLA recovery, and escalation practices.
Track KPIs and turn operational trends into actionable improvements.
Coordinate end-user support during cybersecurity events and security-driven initiatives.
Contribute technical support to endpoint, M365, process, and tool-related projects.
Improve workflows, knowledge resources, documentation, and self-service adoption.
OTHER ā¦
May support time-sensitive cybersecurity incidents affecting end users.
May balance operational duties with project work based on available capacity.
May support audits, reporting, and compliance needs as required.
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Detailed Description of Duties:
Team Leadership & End-User Experience
Supervise, coach, and mentor three desktop support analysts.
Provide daily task direction, performance feedback, and skill development.
Act as the primary escalation point for complex or high-impact end-user issues.
Ensure consistent, professional, customer-focused support delivery.
Support onboarding, offboarding, and endpoint lifecycle management.
Ticket Operations & Queue Management
Own all day-to-day ticket operations, including intake and volume trends.
Monitor and manage backlog, ticket aging, SLA performance, and breach recovery.
Reprioritize, reassign, and escalate tickets to maintain service levels.
Analyze recurring incidents and drive root-cause resolution.
Enforce ticket quality, categorization, and documentation standards.
KPIs, Metrics & Reporting
Define, track, and continuously improve KPIs, including FRT, MTTR, SLA compliance, ticket backlog and aging, reopen and escalation rates, and CSAT.
Produce weekly and monthly operational reports.
Present actionable insights and trends to IT leadership.
Use metrics to drive accountability, staffing decisions, and service improvements.
Cybersecurity Incident Coordination (Point Person)
Serve as the primary end-user support point of contact during cybersecurity events.
Coordinate desktop support response during phishing incidents, malware infections, account compromise events, and endpoint security alerts.
Act as liaison between end users, IT Security/SOC, Infrastructure, and Management teams.
Ensure timely containment actions, accurate user communication, and proper incident documentation and ticketing.
Support post-incident review and improvement actions.
This role does not replace Security or SOC; it ensures fast, organized, and effective end-user response during security emergencies.
IT Projects & Technical Contribution
Act as a technical resource on endpoint rollouts or refreshes, M365 feature implementations, tool or process upgrades, and security-driven initiatives affecting end users.
Assist with planning, task execution, user communications, change management, testing, and deployment support.
Balance project work with operational responsibilities as a capacity-based resource.
Process & Continuous Improvement
Identify opportunities to reduce ticket volume through knowledge base improvements, self-service and automation, training, and documentation enhancements.
Improve incident, request, and escalation workflows.
Collaborate with Infrastructure, Security, and Applications teams.
Support audits, reporting, and compliance needs as required.
