Job Title

INFORMATION AND COMMUNICATIONS TECHNOLGY (ICT) SERVICE DESK SUPERVISORLocated on the traditional lands of the Saugeen Ojibway Nation, Bluewater District School Board spans 8,673 square kilometres and is one of the largest employers in Bruce and Grey Counties, with approximately 3,700 permanent and casual staff. We are deeply committed to fostering inclusive, respectful, and equitable learning environments for over 18,800 students from diverse backgrounds.Nestled in a region known for its close-knit rural communities and small-town charm, Bluewater offers a peaceful lifestyle with convenient access to urban centres such as Owen Sound, Kitchener-Waterloo, and Londonproviding an ideal balance between tranquility and connectivity.Outdoor enthusiasts will appreciate the area's scenic trails, sandy beaches, winding rivers, and welcoming communities, making Bruce and Grey Counties a truly exceptional place to live, work, and grow.We welcome passionate individuals who value diversity, collaboration, and community to join us in shaping a vibrant and inclusive future for all learners.Position:ICTService Desk SupervisorTemporary:35 hours per week, one year term anticipated (replacing a medical leave)Position Summary:The Supervisor of Information Communications Technology (ICT) Service Desk is responsible for overseeing technology problem resolution through the ICT service desk. The position provides direct supervision and mentorship to Client Service Technicians to provide effective and efficient ICT support service to Bluewater staff.The Supervisor of ICT Service Desk leads the administration and co-ordination of identifying and processing technological issues and their timely resolution. The role also provides support to the ICT Manager/CIO and staff members of the ICT department, and the boards end users. The Supervisor of ICT Service Desk is also responsible for staff planning, service process design, performance analysis, and developing proactive resolution plans.Duties and Responsibilities:Lead the ICT team in achieving our vision of Learning today, Leading tomorrowDevelop Service Level Agreements (SLAs) to establish problem resolution expectationsDevelop policies and procedures that outline how problems are processed and resolvedAnalyze performance of service desk activities and documented resolutions, identify problem areas, and deliver solutions to enhance quality of service and prevent future problemsPrepare budget proposals and operational expenditure statementsCollaborate with other departments to identify and/or procure service desk softwareResearch and procure products and services in support of service desk technologyTrack and analyze trends in service desk requests and generate statistical reportsIdentify, recommend, develop and implement end user training programs to increase computer literacy and self-sufficiencySupervise development and communication of usage guides and FAQs for end usersAttend training seminars and conferences to broaden service desk related knowledgeOversee the development, implementation and administration of service desk staff training procedures and policiesLead, train, coach and mentor Client Service Technicians and other staffPlan and conduct performance appraisalsManage service desk activities and staff including following progressive discipline proceduresAttend Change Advisory Board (CAB) meetingsOther duties as requiredQualifications and Experience:Post-Secondary or diploma in Information Technology or a related fieldITIL and Project Management certificationsMinimum three (3) years supervisory experience, preferably in a unionized environmentMinimum three (3) years of Information Technology related service desk experienceMinimum two (2) years of experience with using service desk systemsAssets:School board experience preferredExceptional interpersonal skills, with a focus on listening and questioning skillsStrong relationship management and performance management skillsAbility to motivate and direct staff membersProven analytical and problem-solving abilitiesAbility to effectively prioritize and execute tasks in a high-pressure environmentGood written, oral, and interpersonal communication skillsAbility to conduct research into issues and products as requiredAbility to present ideas in business-friendly and user-friendly languageHighly self-motivatedKeen attention to detailJob RequirementsClean vulnerable sector police checkAccess to a reliable vehicleEligible to work in CanadaApplication Process:Applicants are asked to provide a resume and cover letter.Qualified applicants are invited to apply for this position online using Apply to Education (ATE) at (all fees for the ATE application process are covered by the Bluewater District School Board).Should applicants require assistance in registering for Apply to Education (ATE), they may contact the ATE Help Desk at 1-416-932-8866 or 1-877-900-5627.Questions regarding this posting should be directed to:Brad RossManager of Information Communications Technology Services / thank everyone for applying; however, only those selected for an interview will be contacted.EquityBluewater District School Board is committed to fostering a safe and supportive learning environment for all students and staff.AccommodationBluewater District school board is committed to providing accommodations in the workplace and for candidates who have temporary or permanent disability, or who otherwise require accommodations based on the protected grounds highlighted in the Ontario Human Rights Code in respect to the recruitment and selection process.Bluewater District School Board is committed to providing a respectful and healthy work environment. #J-18808-Ljbffr