HelpDesk Supervisor

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: 08/03/2026, 11:59PM ET
Employee Group: USW 
Appointment Type : Budget - Continuing 
Schedule: Full-Time
Pay Scale Group & Hiring Zone:
USW Pay Band 14 -- $91,677. with an annual step progression to a maximum of $117,242. 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.