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About the Role

Responsible for the daily leadership, performance, and operational effectiveness of the Canadian Service Desk team. This role ensures high-quality customer support, adherence to service levels, and continuous improvement of service desk processes. The supervisor provides people leadership, manages escalations, and acts as a key link between the Service Desk, Application Support, Infrastructure, and IT leadership.

Responsibilities

Provide day-to-day supervision, coaching, and support for Canadian Service Desk Engineers.
Manage workload distribution, shift coverage, vacation planning, and on-call support.
Conduct regular one-on-ones, performance reviews, and skills development plans.
Support onboarding, training, and mentoring of new Service Desk team members.
Foster a customer-focused, collaborative, and accountable team culture.
Oversee daily Canadian Service Desk operations to ensure efficient and consistent incident and request handling.
Ensure adherence to ITIL-based processes for incident, request, problem, and change management.
Monitor queue health and ensure tickets are prioritized, escalated, and resolved within SLA targets.
Serve as the primary escalation point for high-impact or unresolved Service Desk issues.
Coordinate hand-offs and escalations to Application Support, Infrastructure, Security, or vendors.
Ensure an excellent onboarding experience for new employees by coordinating account provisioning, equipment readiness, access setup, and day-one support.
Track and analyze Service Desk metrics (e.g., SLA compliance, response times, ticket volumes, backlog).
Prepare regular operational reports for IT management.
Identify trends, recurring issues, and improvement opportunities based on service data.
Drive corrective actions to address performance gaps.
Act as a key point of contact for Canadian business stakeholders regarding Service Desk performance and concerns.
Communicate effectively during major incidents, service disruptions, or priority escalations.
Ensure consistent, professional communication with end users.
Continuously review and improve Service Desk processes, workflows, and documentation.
Ensure knowledge base articles and standard operating procedures are current and accurate.
Promote automation and self-service where appropriate to improve efficiency.
Support IT initiatives related to service improvement, tool enhancements, and user experience.
Ensure Service Desk tools (ticketing, monitoring, remote support) are used consistently and effectively.
Enforce access management, data protection, and security policies within Service Desk activities.
Support audits and compliance requirements related to IT support services.
Provide Tier 2 support for Canadian internal line of business applications, including incident investigation, root cause analysis, and resolution.
Monitor application performance, availability, and error logs to proactively identify issues.
Perform regular application health checks and maintenance tasks.
Liaise with the Facilities team to coordinate building access, workspace support, and vendor services, ensuring a safe, functional, and productive work environment.

Requirements

Experience leading or supervising an IT Service Desk or support team.
Strong knowledge of ITIL service management practices.
Excellent people management, coaching, and communication skills.
Experience with ticketing systems and service desk performance reporting.
Ability to handle escalations, prioritize under pressure, and make sound decisions.
Strong customer service mindset and stakeholder management skills.
Experience supporting enterprise or line-of-business applications.
Strong troubleshooting and analytical skills.
Ability to communicate effectively with both technical and non-technical stakeholders.
Strong documentation and organizational skills.
An ITIL Foundation certification or equivalent experience is preferred.
Experience supporting enterprise applications and end-user environments is considered an asset.
Experience working with geographically distributed teams is preferred.
Familiarity with Service Desk automation and self-service solutions is preferred.
Experience with SaaS, cloud-based, or enterprise applications (e.g., M365, ERP, CRM systems) is preferred.
Experience working with third-party vendors is considered an asset.

Skills

ITIL service management practices
People management
Coaching
Communication
Ticketing systems
Service desk performance reporting
Escalation handling
Prioritization
Decision-making
Customer service
Stakeholder management
Troubleshooting
Analytical skills
Documentation
Organizational skills
Service Desk automation
Self-service solutions
SaaS applications
Cloud-based applications
Enterprise applications (M365, ERP, CRM systems)

Location

Canada
Ontario
Hybrid

Work Type

Hybrid

Experience Level

Experience leading or supervising an IT Service Desk or support team

Education Level

ITIL Foundation certification

Salary/Compensations

$80,000–$115,000 per year

Benefits

Flexible work hours
Group RRSP with employer matching
Hybrid work environment
Extended health and dental insurance / benefits
Wellness Wallet (HealthCare Spending Account)
Movie ticket reimbursement
Casual dress code
Employee snack program
Employee Assistance Program (EAP)
Work lunches and events
Paid time off
Tuition reimbursement program

About the Company

Entertainment Partners is a global organization and trusted production partner to the entertainment industry for over 45 years.
The company helps clients create and produce shows, choose production locations, forecast, manage and track expenses, and pay crew and talent.
As a global leader in entertainment payroll, production finance, and production management solutions, EP delivers integrated, digital solutions for every phase of production.
EP integrates background casting and digital production technology with the Casting Portal, a leading SaaS-based platform, and Central Casting.
Entertainment Partners Canada is the lead provider of financial services to the entertainment industry in Canada.
EP Canada provides financial services to the Motion Picture, Television, and Commercial industries, along with production management and accounting software services.
Entertainment Partners Canada has been Great Places to Work certified since 2017, providing an encouraging, accepting, and interesting work experience for employees.

Equal Opportunity

EP Canada welcomes and encourages applications from people with disabilities.
Accommodations are available on request for candidates taking part in all aspects of the selection process.