Supervisor, Service Desk

Job applications must be submitted through , and not through AMIK for consideration.

About US
RRC Polytech is Manitoba’s largest institute of applied learning and research, with more than 150 full- and part-time degrees, diploma and certificate options. Through hands-on and online learning opportunities and state-of-the-art instruction, we prepare our students to become leaders in their fields – while also ensuring they can meet changing industry demands and contribute to the province’s economic growth.

Accessibility and Accommodations
RRC Polytech is committed to providing an accessible recruitment process. If you experience barriers accessing or using the online application system, or require accommodation at any stage of the hiring process, please contact People Services at [email protected] or View phone number on jobs.amik.ca. We will work with you to identify appropriate supports and discuss available options.

Supervisor, Service Desk
Information Technology Solutions

POSITION TYPE: Full-Time Position Available

POSITION LOCATION: Notre Dame Campus (Winnipeg, MB), Hybrid**

** RRC Polytech reserves the right to modify work arrangements in alignment with operational and organizational needs.

EMPLOYEE GROUP: Union (MGEU)

For the purposes of this job posting, internal applicants and applicants from MITT will be given preference over external applicants. 

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. 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. For more information about our hiring practices, please visit: . 

Employment support is available to candidates who self-identify as Indigenous (First Nations, Métis, or Inuit) seeking employment at Red River College Polytechnic. For guidance on the application process, interview preparation, or to discuss accommodation needs, applicants are invited to contact our Indigenous Recruitment Consultant at [email protected] .

TALENT POOL: This competition may be used to establish a 12-month talent pool of qualified candidates for future vacancies. Even if you do not meet all of the listed qualifications, we encourage you to apply.

ABOUT THE TEAM
The Information Technology Solutions (ITS) team at RRC Polytech is a trusted partner to students, Instructors, and staff across the College. ITS delivers responsive, people-centered technology services that enable teaching, learning, and operational excellence. From rapid, friendly Service Desk support to specialized, hands-on expertise from the Client Services team, ITS ensures everyone has the tools, access, and guidance they need to work efficiently and securely. ITS is committed to providing reliable systems, modern digital solutions, and a seamless user experience. The ITS team works collaboratively to create a technologically empowered environment where every member of the Polytech community can thrive.

WHAT YOU WILL DO
The Supervisor, Service Desk is responsible for the day-to-day leadership and operation of the Service Desk, ensuring the timely intake, triage, assignment, escalation, and resolution of incidents and service requests. The position oversees ticket queues, workload distribution, service standards, and client escalations while supporting the delivery of high-quality, customer-focused Tier 1 technical support across the Polytechnic.

The Supervisor provides leadership, coaching, training, and performance support to Service Desk Technicians, co-op students, and other Service Desk staff. The role is responsible for staff scheduling, operational coordination, onboarding, knowledge management, and the development of processes, procedures, and documentation that promote consistent service delivery and continuous improvement.

The position collaborates closely with ITS teams and College stakeholders to support operational priorities, service improvements, and technology initiatives. The Supervisor also develops and monitors Service Desk metrics, reporting, and key performance indicators, using data and client feedback to identify trends, improve service delivery, and enhance the overall client experience.

WHAT YOU WILL BRING

• Diploma in Information Technology or an equivalent combination of education, training, and directly related experience may be considered
• Experience working in a Service Desk, preferably in the technical support, or enterprise IT customer service environment
• Experience supervising, leading, or coordinating staff in an IT support or customer service environment
• Experience using IT service management (ITSM), help desk, or ticketing systems to manage incidents and service requests
• Experience supporting enterprise technologies, including Microsoft 365, Windows operating systems, user accounts, mobile devices, and common IT peripherals
• Experience assigning work, managing operational priorities, coordinating schedules, and maintaining service coverage
• Experience developing and maintaining operational procedures, knowledge articles, onboarding materials, or technical documentation
• Experience developing or interpreting service metrics, reports, dashboards, KPIs, or operational data to support continuous improvement
• Demonstrated ability to coach, train, and develop employees, students, or new staff members
• Excellent customer service, communication, interpersonal, and relationship-building skills
• Strong analytical, problem-solving, troubleshooting, and decision-making skills
• Experience building a respectful workplace culture that promotes diversity, learning and continuous improvement

NICE TO HAVE

• Familiarity with AI tools and willingness to adopt new technologies
• ITIL Foundation certification or another recognized IT service management certification
• CompTIA A+ certification
• Microsoft certification related to Microsoft 365, Intune, Entra ID, Azure, endpoint management, or modern workplace technologies
• Certification or formal training in leadership, supervision, change management, project management, continuous improvement, or business analysis
• Experience developing dashboards, reports, KPI tracking, or operational metrics using ITSM reporting tools, Power BI, Excel, or similar tools 

WHY WORK WITH US
At RRC Polytech, we believe our people are our greatest assets. We offer supportive, inclusive workplace where you can grow, contribute and thrive.

• Salary Range for this position:  $59,924 - $84,505 per annum
• Generous Paid Vacation: full-time employees accumulate a minimum of 15-days vacation per year, increasing to 30 days with service, while full-time Instructors accumulate 44 days per year. Information on casual and part-time vacation accrual is outlined in the Collective Agreement or the Terms and Conditions for Excluded Employees as applicable
• December Break: employees receive time off with pay during the period between Boxing Day and New Year's Day
• Defined Benefits Pension Plan: Employer and Employee contributions to future retirement benefits
• Comprehensive Benefits: Including Health and Group Life insurance, Long Term Disability, employee & family assistance program, mental health support up to $1,000, and a robust Health Care Spending Account
• Inclusive Leave Programs: Wellness, maternity, adoptive, and parental leave, as well as ceremonial, cultural, religious and spiritual leave
• Growth and Recognition: Professional development, professional licensing and fees coverage, and severance pay on retirement
• Union Representation: For complete details on benefits and employment terms, see the MGEU collective agreement

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
• May be required to work at various RRC Polytech campuses
• Incumbent must provide a current and satisfactory Criminal Records Check

Please note that applicants internal to Red River College Polytechnic must apply through My Portal on HRIS Unlimited.

LAND ACKNOWLEDGEMENTS

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.