Help Desk Supervisor (#HDS-001)

Location: Winnipeg, Manitoba · Posted on April 27, 2016


IT Diploma from a recognized college or Technology Institute.
Relevant IT certifications (e.g., CompTIA A+, Microsoft certifications, ITIL, etc.).
Minimum 5 years of work experience providing IT technical support
(PCs, laptops, mobile devices, peripherals, networking issues, desktop applications, etc.).
Experience working with Help Desk software, databases, and remote control.
Previous experience leading a team of people would be a definite asset.
Working experience delivering customer service in a complex and dynamic environment.
Any equivalent combination of education, experience and training that provides the required knowledge, skills, and abilities.
Expert level knowledge of Microsoft Office products including Word, Excel, PowerPoint, Outlook, Visio and Project.
Working knowledge of ITIL best practices.
Demonstrated superior consultative, analytical, and IT troubleshooting skills.
Exceptional customer service skills.
Strong client-facing and communication skills both written and oral.
Highly self-motivated and directed.
Ability to prioritize and execute tasks in a fast paced environment.
Ability to conduct research into a wide range of computing issues as required.


The Help Desk Supervisor’s role is to oversee all Help Desk personnel and to ensure that end users are receiving the appropriate assistance with timely problem resolution. The MacDon Help Desk provides first line computer support for the MacDon user community as well as MacDon Dealers interfacing with the MacDon Dealer Portal. This position is responsible for effective call tracking, incident management, request fulfillment, and IT asset management (from acquisition to disposal).

Works with Help Desk staff to identify goals and expectations for their jobs through performance management.
Trains, coaches, and mentors Help Desk Analysts in the fulfillment of their duties.
Follows up with end users to ensure customer satisfaction with service delivered.
Implements and adheres to best practices for Service Desk management. Produces statistics and management reports, analyses trends, and conducts root cause analysis of problems. Ensures all calls are logged, responded to in a timely fashion, and escalated appropriately as required.
Assists Help Desk analysts in providing first line support when workloads are high or where additional experience is required, and acts as an escalation point for difficult or controversial calls.
Develops and maintains process documentation for all aspects of the Help Desk.
Ensures that staffing levels are maintained during operational hours by managing shift staffing schedules.
Process owner for processes related to Personal Computers, Printers, Photocopiers, Mobile Devices, Audio Visual equipment, and IT office supplies (e.g., procurement, maintenance, deployment, disposal, etc.). Maintains equipment for IT Classrooms.
Proactively identifies, recommends, develops, and implements end user training programs, help materials, etc. to increase computer literacy and self-sufficiency.
Liaises with senior management.
Attends weekly system change meetings and liaises with the change management committee.
Briefs Help Desk staff on changes or deployments that may affect volumes at the Help Desk.