HelpDesk Supervisor

University of Toronto Entrepreneurship

. Oversee the day-to-day work of the HelpDesk support team to ensure timely, consistent, and high-quality service delivery .

Posted 10/5/2026full-timeToronto • CanadaMid-LevelSenior💰 CA$95,344 - CA$121,932 per yearWebsite

Core Competencies

Role fit

Core Competencies

Use this summary to align your resume positioning with the role.

Demonstrates expertise in managing HelpDesk support teams, ensuring high-quality service delivery, and utilizing ServiceNow for data analysis and continuous improvement. Proficient in troubleshooting end-user technical issues across various platforms, including Windows and macOS, while fostering a collaborative and customer-focused environment.

Highest-signal resume keywords

HelpDesk Team ManagementServiceNow Data AnalysisMicrosoft 365 SupportWindows 10/11 TroubleshootingActive Directory Knowledge

ATS Keywords

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Applicant Tracking System Keywords

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Hard Skills

Windows-Based EnvironmentComputer Hardware KnowledgeMicrosoft 365 ConfigurationNetworking ConceptsServiceNow Custom DashboardsSharePoint Site AdministrationProject Planning and ExecutionAsset ManagementTechnical TroubleshootingVendor Coordination

Soft Skills

Excellent Communication SkillsCustomer Service FocusConflict ResolutionTeam CollaborationAdaptability

Tools & Technologies

ServiceNowMicrosoft 365Windows 10/11MacOSIOSActive Directory

Certifications & Qualifications

PMPITIL FoundationCertified Dell Technician

Industry Keywords

HelpDesk SupportTechnical SupportService DeliveryEnd-User SupportIT Asset Management

Tech Stack

Tools & technologies

DNSiOSMacOSPMPServiceNowTCP/IP

About the role

Key responsibilities & impact

Oversee the day-to-day work of the HelpDesk support team to ensure timely, consistent, and high-quality service delivery
Monitor support trends and analyze ServiceNow data to support service analysis, track key metrics, respond to service needs, and identify issues and patterns for continuous improvement
Review and improve support team workflows, standards, SOPs, and ServiceNow knowledge base articles
Support troubleshooting and resolution of end-user technical issues, including escalations and faculty hardware consultations
Coordinate vendor engagement and internal collaboration for service coordination, issue resolution, hardware moves, and support follow-up
Manage end-user hardware, software, the asset management system, deployment standards, and desktop/laptop lease renewals
Order IT hardware through leases or outright purchases
Manage the security agent dashboard and security awareness program, monitor alerts, track follow-up actions, and promote safe technology practices
Recommend support service improvements to management based on ticket trends, user feedback, operational needs, and team performance

Requirements

What you’ll need

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

Benefits

Comp & perks

Annual step progression within the pay band
Continuing budget appointment
Full-time onsite employment
Candidates from equity-deserving groups are encouraged to apply
Accessibility accommodations available during the application and hiring process