IT Service Desk Supervisor

Service New Brunswick

Pay Band 5

IT Service Desk Supervisor

Open Competition

Flexible Location

R85-2025/26-626

Service New Brunswick is seeking an individual to join the Engagement and Planning Team as a Service Desk Supervisor.

As a member of the Engagement and Planning Team, you will be responsible for overseeing the day-to-day operations of the IT Service Desk including supervision and coordination of daily operations, monitoring staffing levels, handling escalations, facilitating notifications to clients for planned and unplanned outages, and monitoring queues for both the telephony system and the IT Service Management Ticketing system. This position will also contribute to operational efficiency, planning, initiatives and project consolidation, and offsetting the load on senior resources as teams and associated processes continue to merge and align.

Your responsibilities will include but are not limited to:

• Direct monitoring of the Service Desk phone queues via the Computer Talk (ICE) system.
• Monitoring the BMC (Helix) IT Service Management system to ensure incident resolution and request fulfillment meet defined service levels.
• Overseeing the day-to-day work of the Service Desk Analysts and the Technical Support Analyst on the Remote Support team, ensuring high-quality work and adherence to standard operating procedures.
• Handling client escalations, investigating client complaints, and taking ownership of problems to ensure timely and effective resolution.
• Exploring opportunities for and implementing continual service improvement strategies.
• Ensuring ongoing development of employee knowledge and skills, including coaching, performance management, and recommending training.

ESSENTIAL QUALIFICATIONS:A university degree in Computer Science or a related discipline and a minimum of four (4) years of related experience (minimum two (2) of those four (4) years in a supervisory or management role) OR a two (2) year community college program in computer technology or a relevant discipline and a minimum of six (6) years of related experience (minimum two (2) of those six (6) years in a supervisory or management role).

Subject to the response to this competition, an equivalent combination of education, training and experience may be considered, or the required years of experience may be increased.

Written and spoken competence in English and French is required.

Applicants must clearly demonstrate the essential qualifications to be given further consideration. Please state your language capability on your application and ensure that preferred language for assessment is clearly identified.

ASSET QUALIFICATIONS: Preference may be given to candidates who demonstrate they have training or experience in one or more of the following areas:

• Working in a health care environment
• IT Service Desk telephony systems (Computer Talk - ICE)
• Workforce Management systems (Calabrio - Teleopti)
• IT Service Management systems (BMC – Helix)
• Microsoft operating systems and software applications
• Microsoft Active Directory and account management
• End-user computer hardware and peripherals
• Building and maintaining service level reports
• ITIL Foundations
• Microsoft licensing and license agreements

Subject to the response to this competition, candidates may be required to demonstrate on their application one or more of the asset qualifications in addition to the essential qualifications to be given further consideration.

OPERATIONAL REQUIREMENTS:

On occasion, some travel throughout the province may be required.

This position may require limited flexibility in working hours, with occasional weekday evening or weekend work.

Candidates will be required to undergo Criminal History Clearance prior to appointment.

BEHAVIOURAL COMPETENCIES: The successful candidate will possess the following behavioral competencies:

• Effective Interactive Communication
• Client Service Focused
• Personal Leadership and Organizational Commitment
• Integrity and Self-Awareness
• Teamwork and Collaboration
• Developing Others
• Strategy and Innovation
• Initiative and Results Oriented
• Analytical Thinking/ Judgement

TECHNICAL COMPETENCIES: The successful candidate will possess the following technical competencies:

• Planning and Organizing Skills
• Presentation Skills
• Written Communication Skills
• Specialized Subject Matter Expertise and Knowledge

Resumes should be in chronological order specifying education and employment in months and years including part-time and full-time employment.

Salary : $66, 924 - $93,470 annually – Pay Band 5 - Management and Non-Union Pay Plan

We encourage applicants to apply online by using the "Apply Online" button to increase the efficiency and maintain a consistent candidate experience. Please ensure your application is complete by January 4^th, 2026 and indicate competition number R85-2025/26-626. In the unlikely event that you experience technical difficulties or are unable to complete your application online, contact [email protected].

This competition may be used to fill future vacancies at the same level. We thank all those who apply, however, only those selected for further consideration will be contacted.

Candidates registered with the Equal Employment Opportunity Program and veterans, who demonstrate they are among the most qualified, shall be given preference at the time of appointment.

We promote a scent-reduced environment.

We are an Equal Opportunity Employer.

The New Brunswick Public Service: Improving the lives of New Brunswickers every day