IT Support Supervisor

The IT Support Supervisor is responsible for overseeing the day-to-day operations of the IT Service Centre, ensuring the delivery of high-quality technical support across all business locations. This role involves supervising a team of Level 1–2 technicians, coordinating workload distribution, and maintaining service standards that align with organizational objectives. 

The ideal candidate demonstrates strong leadership, technical proficiency, and a proactive approach to problem-solving. They will guide the team in troubleshooting, user support, and system management while fostering collaboration, continuous improvement, and exceptional customer service. This position also involves mentoring team members, managing escalations, monitoring KPIs, and driving process efficiency to enhance IT service delivery. 

Your contributions to the team:

• Supervise and guide IT Support staff to ensure timely, high-quality end-user support.
• Manage daily ticket queues, prioritize workloads, and maintain service level standards.
• Handle escalated technical issues and coordinate quick, effective resolutions.
• Monitor team performance, provide coaching, and promote professional development.
• Improve support processes and documentation to enhance efficiency and consistency.
• Oversee hardware and software deployments, system access, and asset lifecycle management.
• Ensure smooth operation of Microsoft 365 and related IT systems.
• Collaborate with other IT teams and departments on projects and technology rollouts.
• Track KPIs, analyze incident trends, and report on team performance.
• Manage vendor relationships, software licensing, and compliance requirements.
• Uphold data security, system integrity, and workplace safety standards.
• Support after-hours or critical incident escalations as needed.

What you need to be successful:

• Post secondary education in Information technology, Computer Science, related field or equivalent experience.
• 3 plus years of progressive experience in IT support or service desk operations, including at least.
• 1 plus years of experience in a supervisory or team lead capacity.
• Proven ability to lead and mentor technical teams, manage workloads, and ensure adherence to service level agreements.
• Strong background in troubleshooting and supporting Windows environments, Microsoft 365, hardware, and networking systems.
• Demonstrated experience implementing process improvements and managing incident or problem resolution at scale.
• Experience using remote support tools, ticketing systems, and performance reporting platforms to track and optimize service delivery.
• Experience developing and maintaining documentation, procedures, and knowledge base articles.
• Proficient in Microsoft 365, Windows OS, Active Directory, and networking (LAN/WAN/VPN).
• Strong troubleshooting, leadership, and communication skills with a customer-focused mindset.
• Experienced in IT service management tools; ITIL knowledge or certification an asset.

The perks:

• Employer paid extended health, vision, and dental coverage (including family)
• Employee and Family Assistance Program
• Yearly health and wellness benefit
• RPP eligibility after one year
• Employee recognition program
• In-house professional development opportunities

Why Broadstreet?

Broadstreet Properties Ltd. is a family owned and operated property management company, partnered with Seymour Pacific Developments, that manage multi-family residential communities. We are a growing organization made up of diverse team members who are motivated to continuously innovate our approach to asset management. We consider employee wellbeing a priority and are dedicated to protecting the health and safety of our teams while ensuring a workplace that is respectful of everyone.

Broadstreet Properties Ltd. practices equal opportunity hiring and onboarding processes to ensure equal access and participation for everyone. We understand that we have a responsibility for ensuring a safe, dignified, and welcoming environment and we are committed to creating an inclusive environment for all employees irrespective of race, colour, religion, sexual orientation, gender identity, or any other status protected by law. We believe in integrating people with disabilities into our workforce by removing barriers and meeting accessibility needs.