Desktop Support Service Supervisor (MR4384)

McGill University - Human Resources
Position Title: 
Desktop Support Ser Supervisor (IST2F)
Position Summary: 

Supervisors are responsible for the accomplishment of work through combined technical and administrative direction of others, assisting the McGill community with a wide range of computing resources. Provides direct supervision to professional and skilled employees. Includes responsibility for planning and scheduling work, appraising performance, and decisions around discipline and hiring.

Primary Responsibilities: 
  • Plan, assign, review, amend, accept, and reject work done by teams or subordinates;
  • Set overall team goals for large teams, smaller teams supporting unique or complex technology, or teams supporting large / multiple customer units;
  • Manage HR related functions:
    • Manage disciplinary procedures for clerical and technical staff, advise manager on issues with Management level staff;
    • Perform annual performance dialogue;
    • Identify training needs and relay to manager
    • Provide guidance, training, mentoring, and coaching to staff;
    • Approve casual hiring decisions;
    • Make recommendations on permanent hiring decisions for technical, clerical, and management level staff;
    • Work assignment planning and verification;
    • Approve, deny, schedule vacation requests;
    • Timesheet approval for casual employees.
  • Solve complex problems for the team to ensure timelines and quality standards are met;
  • Ensure processes and work procedures are well defined, analyzed, and updated regularly to maintain efficiency of the team;
  • Develop and implement procedures and/or controls to enhance the operation of the team and provide administrative direction regarding the unit’s goals and objectives;
  • Provide follow-up with clients to ensure that service level standards are maintained and to ensure customer satisfaction in relation to each unit’s services;
  • Prepare reports and maintain records of work accomplishments, and coordinate the preparation, presentation, and communication of work-related information to the Manager.
  • Produce technical documentation and user documentation in conformance with standards;
  • Foster and maintain effective working relationships with colleagues and customers;
  • Undertake special projects.
Minimum Education & Experience: 

Undergraduate Degree

Three (3) years' related experience

Other Qualifying Skills And/Or Abilities: 
Excellent interpersonal and experience in customer service. Demonstrated organizational skills and ability to meet multiple deadlines. Must have supervisory experience and leadership qualities. Excellent communication skills. Demonstrated ability to participate in projects. Demonstrated ability to troubleshoot, assess and resolve problems. English (spoken and written) French (spoken). Experience with the following technologies (specific, depending of area), such as: Working knowledge of McGill’s IT infrastructure, including policies and procedures, Trend Anti-Virus products and Console, Symantec Ghost image building process and Console for large scale deployments, Microsoft products such as: Windows operating systems, Active Directory, NTFS Permissions, SCCM, WSUS, Office, Lync, Windows imaging required. Technical experience with Apple computers (Mac OS x) required. Basic understanding of Audio Visual technology used in classrooms is an asset.
Reference Number: 
Reporting To: 
Desktop Support Services Manager
Salary Range: 
(Grade 05) $55,400 - $69,300 (midpoint) - $90,100
IT Services
Customer Service
Position Type: 
Hours Per Week: 
How To Apply: 

*Internal candidates: Please provide your McGill ID number when applying.*

Please submit your curriculum vitae and cover letter, clearly indicating the reference number:


McGill University, HR IT Services
688 Sherbrooke Street West, 16th floor
Montreal, Quebec
H3A 3R1

(514) 398-4451

careeropportunity.its [at]