Supervisor IT Group

Main Purpose and Function

The Desktop Supervisor performs supervisory, technical and administrative work entailing responsibility for planning, organizing, and monitoring the delivery of desktop and technical services delivered Citywide.   The Supervisor is responsible for meeting key departmental metrics, including service response time, SLA breach procedures, remote service handling, works schedules, and staff dispatch for field work.  The position  investigates, assesses and resolves technical problems in the desktop environment and laisses with vendor representatives referring complex problems or decisions based on department work in-take and escalation procedures. The Supervisor sets team operations and provides staff management for team of up to 10 technical resources including work plan, staff development and coaching, standard procedures and documentation; includes implementation of corporate policies and initiatives within desktop service area.   The Supervisor acts as a project leader or technical resource on assigned projects setting work priorities, objectives and scope, and delivering desktop services to support project. The role provides advice and assistance to clients and seniors staff regarding enhancement and functionality of desktop technologies

Specific Duties and Responsibilities

• Plans, assigns, supervises and reviews the work of a small to moderate sized group of technical staff engaged in providing various support services; establishes service levels and sets priorities; trains staff and ensures knowledge of corporate policies and procedures, software applications and technological developments remains current.
• Establishes and monitors performance standards and best practices, prepares work schedules, aligns priorities, and oversees the work of subordinates.
• Ensures standard processes and procedures are being followed by the team when performing duties; including work safe and corporate policies.
• Coordinates the work of desktop support technicians and specialists including subject matter experts, external consultants and other IT resources as well as software/hardware vendor staff.
• Provides direction and support for daily operations and works closely with the Desktop Services Manager to identify, implement and support desktop technology solutions for the City.
• Monitors escalations and assigns support staff as required; escalate and notify senior resources as required
• Reports on queue metrics for weekly, monthly, quarterly and annual reporting
• Schedules resources as required for planned work (office moves, hardware installations, procurement, planned events, etc.)
• Manages the work schedule including support coverage hours, staff time off (vacation, other leaves) and overtime / stand-by
• Ensures training of new and existing team members; included detailed training program and on-going coaching and skill development
• Participating in performance evaluations
• Responsible for responding to escalations and urgent requests; setting communication standards and following escalation procedures.
• Identify trends for tickets and service requests and recommend actions to proactively reduce or eliminate the occurrence of these instances.
• Consult with key stakeholders to derive and translate high level corporate business needs for desktop hardware and software
• Ensure non-standard service requests include review to ensure client needs are fully captured and assignment fits with established work in-take and approval procedures
• Participates in resolving complex tasks; investigates and assist in resolving the more difficult technical problems, provides technical advice to staff and maintain relationships with a wide variety of internal and external contacts.
• Ensures knowledge articles are current and updates/changes are communicated to the team; takes ownership of content managed by desktop services
• Provides significant input into standard software and/or configuration changes.
• Provide hardware technology support; examples devices: printers, laptops, desktops, monitors, peripherals.
• Provide software technology support; examples include re-imaging of computers, installation, configuration, support and removal of software. Core applications are available and used on the majority of computers (ITSM tools, Microsoft Office, ERDMS, SAP, etc), departmental software is limited to groups of computers , and individual software titles
• Installs, configures and tests new software and hardware installations
• Creates documentation for users and other analysts on how to use technology, configuration settings, installation processes and resolution steps
• Captures and documents client needs; assists clients in determining hardware and software requirements
• Performs activities as a technical resource to projects; perform assigned tasks, provide updates to the project manager
• Maintains all equipment and software while adhering to security standards and procedures
• Maintains thorough understanding of city security policies and reports instances where polices are violated, breeched or are not correctly implemented
• Reviews documentation for accuracy and applicability while ensuring procedures are applicable to technicians’ Citywide.
• Establishes and documents technical policies and procedures in conjunction with departmental network administrators.
• Provides substantial input to the development or modification of security standards and procedures.
• Assists business units in determining department wide software requirements.
• Often assists users and departments in determining hardware and software requirements when standards cannot be applied or do not exist.
• Other duties/responsibilities as assigned.

Minimum Qualification Requirements

Education and Experience:

• Completion of the certificate program in computer sciences or related discipline at a technical institute or community college plus considerable related experience working in an IT desktop support role including in a supervisory or leadership capacity; OR and equivalent combination of training and experience
• Experience working in a public sector or service oriented environment is an asset
• Experience in supervisory or leadership capacity, including ability to plan, assign, supervise work of technical staff.
• Related industry certifications (MC-ITP, ITIL, or related designations) is an asset.
• Experience working a public sector or service oriented environment is an asset.
• Ability to lift 20kg in order to be able to perform hardware installation activities is an asset.

Knowledge, Skills and Abilities:

• Considerable knowledge with computer hardware and Microsoft Windows based environments including; Microsoft Office Suites, Windows Operating Systems (desktop and server), and Internet Explorer
• Extensive working knowledge of wide and local area networks, network and computer peripherals, telecommunications equipment and other related systems
• Considerable knowledge of the practises and procedures used in the installation and operation of computer equipment and software applications as related to the work performed.
• Considerable knowledge with the use of knowledge bases and search engines
• Sound knowledge of City operations and functions
• Good knowledge of specialized software and business applications used by City staff
• Experience in technology research and making recommendations for products
• Ability to enforce rules and policies with calmness, firmness and fairness
• Ability to provide feedback, coach, and mentor others.
• Ability to plan, assign, supervise work of technical staff
• Ability to learn and retain a working knowledge of roles and responsibilities of other technology groups in Technology Services
• Excellent interpersonal, oral, written and presentation/facilitation skills with ability to communicate at all levels within the organization
• Ability to work on multiple projects with changing priorities, strong analytical and problem solving ability knowledge of current trends in enterprise desktop support and familiarity with the project management process.
• Strong ability to condense large amounts of information into readable, understandable written and/or typed details
• Ability to troubleshoot, document, analyze and resolve a variety of technical software and network related problems
• Ability to provide assistance to clients regarding applications and use of equipment and to provide instruction and informal training as required
• Ability to make decisions within established guidelines or precedents
• Ability to identify trends and notify superiors, and act quickly in an emergency situation if required
• Ability to work independently while interacting in a team environment
• Ability to establish and maintain effective working relationships with internal and external contacts and effectively meet client requirements
• Excellent customer service skills
• Able to adhere to predetermined service level agreements
• Ability to test and evaluate application software and hardware and make recommendations regarding acquisition, use of products and standard configurations.
• Driver's License for the Province of British Columbia.

Where operationally appropriate and subject to change, the City of Vancouver has a Flexible Work Program. This program allows staff to work a hybrid work week from locations that are a daily commutable distance from their work at a City worksite.  At this time this position is eligible to be part of the Flexible Work Program.

Business Unit/Department : IT, Digital Strategy & 311 

Affiliation: CUPE 15 Non Pks 

Employment Type: Regular Full Time 

Position Start Date: October, 2026 

Number of Positions: 2 

Salary Information: Pay Grade GR-028: $52.93 to $62.53 per hour

Application Close: September 4, 2026

At the City of Vancouver, we are committed to recruiting a diverse workforce that represents the community we so proudly serve. Indigenous peoples, people of colour, 2SLGBTQ+ persons including all genders and persons with disabilities are encouraged to apply.  Accommodations will be provided upon request during the selection process. Learn more about our commitment to diversity and inclusion . 

The City of Vancouver acknowledges that it is situated on the unceded traditional territories of the xʷməθkʷəy̓əm (Musqueam Indian Band), Sḵwx̱wú7mesh Úxwumixw (Squamish Nation), and səlilwətaɬ (Tsleil-Waututh Nation). More about unceded traditional territories

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In addition to uploading your cover letter and resume, part of the application process may include answering application questions related to the preferred requirements of the role which may take approx. 5-10 minutes. Cover letters should express interest and highlight additional information relevant to the position and resumes should include a summary of skills and experience related to the position.