RRC Polytech is committed to accessible employment and to ensuring that our hiring processes are barrier free. If you require information in an alternate format, or if you require an accommodation to participate in the hiring process, please contact [email protected].
Job applications must be submitted through https://careers.rrc.ca/, and not through AMIK for consideration.
Job applications must be submitted through https://careers.rrc.ca/, and not through AMIK for consideration.
Supervisor, Service Desk
Client Services, ITS
Client Services, ITS
POSITION TYPE: Full-Time Position Available
SALARY: $58,172 - $82,035 per annum
POSITION LOCATION: Exchange District Campus (Winnipeg, MB)
At RRC Polytech we aspire to have a workforce that is representative of the diversity within our communities. For this hiring process, a preference hiring practice will be applied. First consideration will be given to applicants who self-identify within their application as one or more of the following equity-deserving group(s): Women, Indigenous Peoples, Persons with Disabilities, Racialized Persons, Persons of the 2SLGBTQlA+ Community. First consideration will also be given to internal applicants. For more information about our hiring practices, please visit: www.rrc.ca/hr/work/hiring-process/.
Career support is available to both internal and external candidates who self-identify as Indigenous (First Nations, Métis, or Inuit) interested in joining our team. For application guidance, interview tips, or to stay connected about future opportunities, contact our Indigenous Recruitment Consultant at [email protected].
ELIGIBILITY LIST: This competition may be used to establish a 6 month eligibility list of qualified candidates for future vacancies.
DUTIES
Reporting directly to the Manager, Enterprise Support and Enablement (ESE) and the Director, Information Technology Services, the Supervisor, Service Desk is responsible for overseeing the daily operations of the Service Desk across both NDC and EDC campus locations. This role includes coordinating and assigning incoming support tickets, monitoring resolution progress, and ensuring timely reporting on ticket status. The Supervisor also maintains the Service Catalogue and ensures Service Desk staff are informed of updates to work processes and procedures.
Reporting directly to the Manager, Enterprise Support and Enablement (ESE) and the Director, Information Technology Services, the Supervisor, Service Desk is responsible for overseeing the daily operations of the Service Desk across both NDC and EDC campus locations. This role includes coordinating and assigning incoming support tickets, monitoring resolution progress, and ensuring timely reporting on ticket status. The Supervisor also maintains the Service Catalogue and ensures Service Desk staff are informed of updates to work processes and procedures.
REQUIRED QUALIFICATIONS
- Diploma in an IT related program or an equivalent combination of training and experience in an IT technical support role may be considered
- Experience configuring, installing, and troubleshooting Windows 10/11 and MacOS
- Experience supporting and troubleshooting MS365 applications
- Experience working with a ticketing system or job tracking processes
- Basic understanding of networking and cybersecurity awareness
- Familiar with Intune management and MS Autopilot deployments
- Experience working in a supervisory role with 5 or more staff members where training and coaching processes were involved
- Excellent verbal and written communication skills
- Effective problem-solving skills and the ability to act on sound judgment
- Strong analytical and critical thinking skills required to provide expertise and insight, and to interpret and explain information/data clearly and succinctly
- Ability to deal effectively with sensitive and confidential information
- Excellent interpersonal skills are essential; this must include courtesy and tact, and ability to work cooperatively and collaboratively, with professionalism and discretion, and communicate effectively with other staff members, students, faculty, and with external vendors
- Experience building a respectful workplace culture that promotes diversity, learning and continuous improvement
ASSET QUALIFICATIONS
- CompTIA A+ certificate
- ITIL Foundation certification
- Microsoft Certified credentials
CONDITIONS OF EMPLOYMENT
- Applicants must be legally entitled to work in Canada
- This position may be required to work evenings and/or weekends
- This position may be required to work overtime
- This position may be required to travel
- Incumbent must provide a current and satisfactory Criminal Records Check
"RRC Polytech campuses are located on the lands of the Anishinaabeg, Ininiwak, Anishininwak, Dakota Oyate, and Denésuline, and the National Homeland of the Red River Métis.
We recognize and honour Treaty 3 Territory Shoal Lake 40 First Nation, the source of Winnipeg’s clean drinking water. In addition, we acknowledge Treaty Territories which provide us with access to electricity we use in both our personal and professional lives."
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