Coordinator of IT Service Desk

Are you passionate about delivering exceptional IT support and leading high-performing teams? As the Coordinator of the IT Service Desk, you’ll play a key role in driving innovation and continuous improvement across city services. You’ll lead a dynamic team that serves as the first point of contact for IT service requests and incidents, ensuring responsive, client-focused support.

This is your opportunity to shape how technology enables public service delivery—through strategic planning, operational excellence, and collaborative leadership.

What You’ll Do

• Lead the IT Service Desk to deliver first-call resolution and manage escalations with internal and external service providers.
• Champion IT Service Management (ITSM) processes including change control, release and deployment, and configuration management.
• Develop and mentor a high-performing team, fostering a culture of service excellence and continuous improvement.
• Collaborate across departments to ensure coordinated, client-centered service delivery.
• Support strategic and financial planning, vendor relationship management, and innovation initiatives within the division.

Why Join Us? You’ll be part of a forward-thinking team that values innovation, collaboration, and impact. This role offers the chance to influence how technology supports essential city services—and to grow your leadership career in a meaningful way.

Your education and qualifications include:

• Bachelor’s Degree in management, business, or technology-focused discipline or equivalent education and experience.

• 6 years of progressive experience in innovation or technology roles.

• Experience managing client relationships.

• Experience leading, coaching, providing feedback, delegating, recruiting, and developing people.

• Experience negotiating and influencing in order to impact decisions, solve problems and advance opportunities.

• Experience with project management and change management methods, practices and procedures.

• Financial management experience including financial planning, budgeting and financial monitoring is desired.

• Comprehensive knowledge of IT Service Management.

• Knowledge of modern information technology industry, trends, and applications.

• Excellent written communication skills including the ability to write politically sensitive and confidential material for senior level staff.

• Excellent verbal communication skills, including the ability to communicate with all levels of the organization and with external stakeholders.

• Strong interpersonal skills with the ability to maintain staff morale, foster, develop and maintain effective and positive working relationships with teams, partnerships and alliances.

• Ability to create and promote a healthy and inclusive workplace culture.

• Excellent organizational skills with the ability to be flexible and responsive to changing priorities and circumstances as well as the ability to work on diverse projects simultaneously.

• IMPORTANT: Applicants who have been educated outside of Canada must have education which is comparable to the minimum qualification in Canada. Applicants submitting foreign credentials require an official academic assessment report issued by a recognized Canadian assessment service https://canalliance.org/en/ at application.

Conditions of employment:

• The successful applicant must maintain legal eligibility to work in Canada. If the successful applicant possesses a work permit, it is their responsibility to ensure the permit remains valid.
• A Police Information Check satisfactory to the employer.