Information Technology Support Service Supervisor

POSITION DESCRIPTION

Department: Corporate Services
Reports to: Manager of Information Technology
Effective Date: July 2025
Positions Supervised: 4
Revised Date: N/A

POSITION SUMMARY:

As a member of the Information Technology (IT) Team, the IT Support Service Supervisor oversees the day-to-day operations of the IT Support Services Team within Oxford County. This position is responsible for maintaining IT Support Service operations, ensuring timely resolutions for support requests, and providing next level support for all required sites.

PRINCIPAL RESPONSIBILITIES:

Collaborate and support the IT Support Services Team.
Provide leadership, coaching, mentorship, and performance management for the IT Support Services Team. Foster a culture of innovation, professional development, and continuous learning within the team.
Provides input with IT budget preparation process, including identifying new initiatives and related budget requirements.
Define priority objectives and schedules for the IT Support Services Team to deliver requested services within required timeframes.
Configure and administer the internal ITSM (Information Technology Service Management) solution within the Business Systems division.
Monitor IT Support Services metrics to ensure service level targets are being met.
Collaborate with Business Systems employees to procure required hardware, software, and associated licenses.
Identify and design upgrade/replacement plan for computer technologies and related solutions nearing end of life.
Collaborate with internal teams and supported area municipalities to identify new technologies, optimize infrastructure, and improve overall system reliability.
Create and maintain technical documentation related to applications, sites, and supported services.
Conduct research, provide recommendations, and implement best-in-class technology and security practices.
Respond to cybersecurity incidents identified by the Oxford County IT team.
Receives and attempts to resolve service-related complaints, concerns and questions in a timely and responsive manner. Refers and escalates to the appropriate individual as necessary.
Understanding of role specific health and safety responsibilities, and ensured compliance with internal and external safety policies, procedures, and legislation, including the Occupational Health and Safety Act.
Performs other duties as assigned.

MINIMUM QUALIFICATIONS:

Post-secondary education in Computer Science and Information Technology or related discipline.
Demonstrated experience leading a team and providing front line customer service.
Demonstrated senior level experience supporting Microsoft desktop operating systems and productivity suites.
Experience supporting Microsoft 365 environments, including user onboarding/offboarding activities.
Demonstrated working knowledge of networking technologies.
Strong troubleshooting and analytical skills.
Excellent written and verbal communication skills.
Able to take initiative and work independently.
Time management skills, including prioritization of tasks, scheduling, and goal setting.
Experience supporting Macintosh computers (laptops/workstations) (asset).
Recent experience administering Microsoft-based servers in a corporate environment (asset).
Experience with budget development is preferred.
Information Technology Infrastructure Library (ITIL) certification (asset).
Knowledge of relevant trends, best practices and legislation and regulations.
Valid Ontario drivers’ license required.
An acceptable Criminal Record Check will be required.

COMPETENCIES FOR SUCCESS:

Ability to demonstrate the required core and leadership competencies for this position in alignment with Oxford County’s competency framework.
Core competencies include teamwork, communication, innovation, service excellence, accountability and integrity, and inclusivity.
Leadership competencies include strategic thinking, leading people, achieving results, project/process management, and fostering change.

WORKING CONDITIONS:

Primarily works in an office environment.
Travel throughout the County will be required on an as needed basis.
Participate in the after-hours on-call rotation, providing second-level emergency support for Oxford County IT on-call team.