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Added 16 mins ago
CO
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- Full-time
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Added 3 hours ago
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YI
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Added 1 day ago
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Application & Integration Technical Analyst
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Added 2 days ago
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University of Toronto

HelpDesk Supervisor

Toronto, ON, Canada

USW Pay Band 14 -- $95,344 with an annual step progression to a maximum of $121,932.

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Job details

Pay: USW Pay Band 14 -- $95,344 with an annual step progression to a maximum of $121,932.
Apply by: Oct 20, 2026
Posting language: English
Posted: Jul 17, 2026

Original job description

Date Posted: 10/05/2026
Req ID: 49464
Faculty/Division: School of Management
Department: Joseph L. Rotman School of Management
Campus: St. George (Downtown Toronto)
Position Number: 00059599
Existing Vacancy: Yes

Description:

About us:

The Rotman School of Management is part of the University of Toronto, a global centre of research and academic excellence at the heart of Canada’s commercial and financial capital. Rotman is a catalyst for transformative learning, insights and public engagement, bringing together diverse views and initiatives around a defining purpose: to create value for business and society. We make a fundamental promise – Here’s where it changes – to our students, our partners and the broader community. Everyone at Rotman, faculty and staff, plays a role in bringing that promise to life.

Your opportunity:

Information Technology Services is responsible for all computing hardware, operations, network infrastructure, and systems to support and enhance the School's core mission. Rotman students, faculty, and staff use up-to-date technologies to directly enhance learning, teaching, and research.

IT Services is divided into five functional groups: Helpdesk - IT Technical Support, Network Infrastructure, Systems Development, Salesforce Support and Development, and Multimedia. All groups work together to deliver efficient, adaptable, and reliable IT services.

As the HelpDesk Supervisor, you will be responsible for ensuring that Rotman IT services continue to deliver high-quality, high-touch service to the Rotman community, with a strong focus on customer service. You will strive to continuously improve services and support by analyzing user issues and requests tracked within our ServiceNow ticketing system. Within the IT Technical Support group, you will be responsible for staff scheduling and task delegation. You will provide expert knowledge to the IT Technical Support team and serve as their primary technical resource. You will also coordinate IT service delivery with internal and external partners.

Your responsibilities will include:

Overseeing the day-to-day work of the HelpDesk support team to ensure timely, consistent, and high-quality service delivery for end users
Monitoring support trends and analyzing ServiceNow data to support service analysis, track key metrics, respond to service needs, and identify issues and patterns that support continuous improvement
Reviewing and improving existing support team workflows, standards, SOPs, and ServiceNow knowledge base articles to enhance consistency and efficiency
Supporting the team in troubleshooting and resolving end-user technical issues, including escalations and faculty hardware consultations for teaching, research, and administrative needs
Coordinating vendor engagement and internal collaboration to support service coordination, issue resolution, hardware moves, and support-related follow-up activities
Managing end-user hardware, software, the asset management system, deployment standards, and the desktop and laptop lease renewal program, including ordering IT hardware through leases or outright purchases
Managing our security agent dashboard and security awareness program, including monitoring alerts, tracking follow-up actions, and promoting safe technology practices
Making recommendations to management on support service improvements based on ticket trends, user feedback, operational needs, and support team performance

Essential Qualifications:

Bachelor's Degree or acceptable combination of equivalent education and experience
Minimum five (5) years of experience in a support team lead or supervisor role within a Windows-based environment
Strong knowledge of computer hardware, including Windows-based desktop, laptop, and server configurations
Extensive experience supporting Microsoft 365 and Windows 10/11 endpoints, including configuration, deployment, troubleshooting, and support
Working knowledge of macOS and iOS, including basic configuration, troubleshooting, and support of Apple desktops, laptops, and mobile devices
Strong working knowledge of Microsoft Active Directory and foundational networking concepts, including DNS, DHCP, TCP/IP, VLANs, wireless networking, and subnetting
Excellent written and oral communication skills, with the ability to explain technical concepts clearly to a wide range of non-technical users
Experience delivering presentations to stakeholder groups
Customer-service focused, with a proven ability to interact with users and staff in a respectful, tactful, and effective manner
Experience defusing conflicts involving staff and users
Proven analytical and problem-solving skills
Highly adaptable
Strong team player who supports team members and contributes to a collaborative work environment
Proven ability to plan and execute projects of varying size and complexity

Assets (Nonessential):

PMP or ITIL Foundation certification
Certified Dell technician
Advanced knowledge of ServiceNow custom dashboards, reports, and automations
Advanced SharePoint site administration experience

To be successful in this role you will be:

Approachable
Communicator
Courteous
Diligent
Motivated self-learner
Organized

Notes:

This is a customer-facing role that requires a full-time onsite presence; remote work options are not available.

Closing Date: 10/19/2026, 11:59PM ET
Employee Group: USW
Appointment Type: Budget - Continuing
Schedule: Full-Time
Pay Scale Group & Hiring Zone:
USW Pay Band 14 -- $95,344 with an annual step progression to a maximum of $121,932. Pay scale and job class assignment is subject to determination pursuant to the Job Evaluation/Pay Equity Maintenance Protocol.
Job Category: Information Technology (IT)
Recruiter: Jen Salerno

Lived Experience Statement
Candidates who are members of Indigenous, Black, racialized and 2SLGBTQ+ communities, persons with disabilities, and other equity deserving groups are encouraged to apply, and their lived experience shall be taken into consideration as applicable to the posted position.

Job descriptions are available upon request for internal applicants.

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More about this job

Responsibilities

The HelpDesk Supervisor oversees the daily operations of the IT support team, including staff scheduling, task delegation, and the analysis of support trends via ServiceNow. They are responsible for ensuring high-quality service delivery, managing hardware assets, and coordinating technical support for faculty and staff.

Requirements

Candidates must possess a Bachelor's degree or equivalent experience and at least five years of experience in a support team lead or supervisor role. Strong technical proficiency in Windows environments, Microsoft 365, Active Directory, and foundational networking concepts is required.

Skills

HelpDesk supervision
ServiceNow
Windows 10/11
Microsoft 365
Active Directory
Networking
Hardware troubleshooting
Asset management
Team leadership
Customer service
Technical support
Vendor management
Security awareness
Project management
Communication
Problem solving

Visa sponsorship

Not detected in the job text

Hiring contact

Jen Salerno

Keywords

HelpDesk
IT Technical Support
ServiceNow
Windows 10
Windows 11
Microsoft 365
Active Directory
DNS
DHCP
TCP/IP
VLANs
Wireless networking
Subnetting
macOS
iOS
Asset management
Security agent
PMP
ITIL
Dell technician
SharePoint
Hardware
Software
Desktop support
Laptop support
Team lead
Supervisor
Customer service
Technical support
University of Toronto

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