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Added 5 mins ago
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City of Windsor

Manager, Service Desk

Windsor, ON, Canada

Pay: Department: Information Technology Union: Non-Union Position Status: Regular Full-Time Job Code: NU0375 Grade/Class: NU13 Number of Positions: 1 Rate of Pay: $121,335.12 - $147,484.23 annually Hours of Work per Week: 35 hours Shift Work Required: NoDuties and Responsibilities: Reporting to the Senior Manager/Deputy CIO – Technology, Strategy & Operations, this position will be responsible for:
Job type: Full-time
Apply by: Mar 21, 2027
Positions available: 1
Posting language: English
Posted: Sep 22, 2026

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Original job description

Why Windsor?Forward. Together. - Discover a career that connects purpose with possibility. At the City of Windsor, our employees thrive in a collaborative environment that values organizational excellence, community impact, and offers competitive benefits that supports professional growth. Located in Southwestern Ontario on the banks of the Detroit River and Lake St. Clair, Windsor is just minutes from downtown Detroit, Michigan and the north shores of Lake Erie, which is home to over 25 local wineries, craft breweries and distilleries. Windsor boasts world class entertainment, state-of-the-art facilities, iconic food, temperate climate, magnificent waterfront parks & gardens and an innovative workforce with demonstrated capacity in automotive, advanced manufacturing, transportation, life sciences, education and tourism. With affordable living, a diverse community, and a growing economy, Windsor offers a lifestyle as fulfilling as the work we do. Come join a team that reflects the city it serves.

Job Title: Manager, Service Desk
Job Posting Number: 2026-0351
Posting Type: Internal and External
Posting Period: Wednesday, September 23, 2026 at 8:30 a.m. to Tuesday, September 29, 2026 at 4:30 p.m.
Department: Information Technology
Union: Non-Union
Position Status: Regular Full-Time
Job Code: NU0375
Grade/Class: NU13
Number of Positions: 1
Rate of Pay: $121,335.12 - $147,484.23 annually
Hours of Work per Week: 35 hours
Shift Work Required: NoDuties and Responsibilities: Reporting to the Senior Manager/Deputy CIO – Technology, Strategy & Operations, this position will be responsible for:

Strategic leadership, management, and continuous improvement of the Service Desk, ensuring the delivery of high quality technology support services across all City facilities, including administration offices, operation facilities, community centres, libraries and other municipal locations;
Response for overall end user technology support services, including incident management, service request fulfillment, desktop computing, mobile devices, printing services, endpoint technologies, and frontline application support;

Accountability for service desk operations, including intake, prioritization, escalation, resolution, communication, and follow up of technology incidents and service requests;
Establishing, monitoring, and reporting on service delivery goals, key performance indicators, service level targets, customer satisfaction metrics, and operational performance measures;
In conjunction with the rest of the IT management team, development and implementation of service management processes, standards, procedures, and best practices to ensure consistent, effective, and customer focused support services;
Collaborating with IT leadership to establish technology support standards, policies, lifecycle strategies, and service delivery frameworks that align with corporate objectives;
Performing trend analysis, problem identification, and service performance reviews to improve customer experience, reduce recurring issues, and identifying opportunities for proactive service improvements;
The governance and administration of the corporate inventory of end user technology assets, including hardware, software, peripherals, and associated lifecycle management processes;
The planning, administration, and monitoring of budgets and reserve funds related to end user computing, technology support services, and lifecycle replacement programs;
Establishing and maintaining corporate technology standards related to end user devices, peripherals, software, and support services;
Providing leadership and direction to the Service Desk division through the Supervisor of Service Desk, supporting a team consisting of Tier 1 Service Desks and Personal Computer Analysts responsible for delivering technology support services across the corporation;
Fostering positive working relationships with internal clients, external vendors, stakeholders, and fellow staff while promoting a customer service focused culture;
Directing designated staff, including matters related to recruitment, training, attendance and performance; participating in appropriate budget preparation and monitoring; maintaining professional relations with the public and fellow staff; ongoing employee lost time review;
Performing Occupational Health & Safety duties as outlined in the Corporate Health & Safety Program;
Performing other duties as required.

Qualifications:

Must have a Master degree in Computer Science, Business Administration or Ontario Ministry of Education Equivalency and a minimum of four (4) years of experience in a technology services position;
OR Must have a University degree in Computer Science, Business Administration or Ontario Ministry of Education Equivalency and a minimum of six (6) years of experience in a technology services position;
OR Must have a Community College diploma in Computer Science, Business Administration or Ontario Ministry of Education equivalencies and have over ten (10) years of experience in a technology services position;
Must have the ability to travel to offsite locations in a timely and expedient manner as required. If method of travel is by vehicle a current valid and lawful driver’s licence is required in accordance with the Highway Traffic Act;
Must have managerial/supervisory experience demonstrating team leadership;
Must have experience writing business plans;
Must have extensive and demonstrable experience in the application of business and management principles to the use of computer technology;
Must be able to manage multiple projects at one time;
Must be able to manage and motivate a diverse staff of professionals;
Must be able to deal calmly and professionally with irate customers;
Must be able to interpret a complicated problem/solution and explain it in non-technical terms;
Must have good written and oral communication skills;
Should have knowledge of the Occupational Health & Safety Act, its Regulations and knowledge of the hazards associated with the work;
Will be required to complete and remain current as per the requirements of the Corporation’s Management Certificate Program;
Progression through the Art of Supervision Program Certificate or a supervisory program of a similar nature is considered an asset.

Physical Demands:

The physical demands analysis associated with this job indicates a medium level of work.
Must complete a post-offer agility test in an effort to assist the successful candidate in completing the position tasks safely and to aid in minimizing injuries.

The City of Windsor is an equal opportunity employer committed to fostering a workplace that reflects the diverse community we serve.

Note:

Only those applicants selected for an interview will be acknowledged
We offer a smoke-free and scent-safe office environment
Personal information is collected under the authority of the Municipal Act, c. 25 as amended, and will be used to determine eligibility for employment.

In accordance with the Accessibility for Ontarians Act, 2005 and the Ontario Human Rights Code, the City of Windsor will provide accommodations throughout the recruitment, selection and/or assessment process to applicants with disabilities. If selected to participate in the recruitment, selection and/or assessment process, please inform the City of Windsor Human Resources staff of the nature of any accommodation(s) that you may require in respect of any materials or processes used to ensure your equal participation.

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More about this job

Responsibilities

The Manager, Service Desk is responsible for the strategic leadership and operational management of technology support services across all municipal facilities. This includes overseeing incident management, service delivery goals, budget administration, and the professional development of the service desk team.

Requirements

Candidates must possess a degree in Computer Science or Business Administration combined with at least four to ten years of relevant experience depending on the level of education. Strong managerial experience, business planning skills, and the ability to travel to various city locations are required.

Skills

Strategic leadership
Service desk management
Incident management
Service request fulfillment
Budgeting
Project management
Team leadership
Business planning
Customer service
Communication skills
Trend analysis
IT governance
Lifecycle management
Occupational health and safety
Performance management

Benefits

Competitive benefits
Professional growth opportunities

Visa sponsorship

Not detected in the job text

Keywords

Service Desk
Information Technology
Incident Management
Service Level Targets
KPIs
Asset Management
Lifecycle Management
Budgeting
Strategic Leadership
Desktop Computing
Mobile Devices
Application Support
Occupational Health & Safety
Business Planning
Team Management
Infrastructure
Technology Support
Governance
Performance Reviews
Vendor Management

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