Department: Information Technology

Reports to: IT Manager

Job Summary

The Helpdesk Supervisor will oversee the customer facing requests for IT services and support. They will mentor, train and support others within the department and provide a superior level of customer service.

Summary of Essential Job Functions

  • Answering support calls and logging support tickets
  • Providing hands on remote service to users
  • Monitoring and responding to automated alert notifications
  • Liaising with external partners for quotes and support
  • Maintaining an internal inventory of scanning equipment and cameras
  • Developing robust and workable change management plans

Position Requirements

  • Excellent verbal and written communication skills, able to interact effectively at all levels within the organization
  • Proven experience in mentoring others, sharing knowledge and cross training
  • Experience with formal ticketing systems, service delivery, inventory management, ITIL or similar will be preferred
  • Must be able to demonstrate good diagnostic skills and a methodical approach to troubleshooting
  • Minimum of 5-7 years experience in a similar position
  • Strong knowledge of Windows 10 and Microsoft office is essential

Working Conditions

Position is based in office in Markdale Ontario, day shift hours with some off shift coverage required (participation in out of office support rotation).

What We Offer:

  • Excellent benefit package
  • Generous performance-based bonuses
  • Excellent pension package
  • Active social committee
  • Employee assistance program
  • Subsidized lunches at our onsite Cafeteria
  • Work in the state-of-the-art manufacturing facility
  • Opportunity to grow with the company
  • On-site parking
  • Paid time off
  • Wellness program


The above statements are intended to describe the general nature and level of work to be performed. They are not to be construed as an exhaustive list of all responsibilities, duties, and skills required. All personnel may be required to perform duties outside of their normal responsibilities from time to time and as needed.

No telephone inquiries, please.

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