Date Posted: 10/05/2026Req ID: 49464Faculty/Division: School of ManagementDepartment: Joseph L. Rotman School of ManagementCampus: St. George Downtown TorontoPosition Number: 00059599Existing Vacancy: Yes Description: About us:The Rotman School of Management is part of the University of Toronto, a global centre of research and academic excellence at the heart of Canada’s commercial and financial capital. Rotman is a catalyst for transformative learning, insights and public engagement, bringing together diverse views and initiatives around a defining purpose: to create value for business and society. We make a fundamental promise – Here’s where it changes – to our students, our partners and the broader community. Everyone at Rotman, faculty and staff, plays a role in bringing that promise to life.Your opportunity:Information Technology Services is responsible for all computing hardware, operations, network infrastructure, and systems to support and enhance the School's core mission. Rotman students, faculty, and staff use up-to-date technologies to directly enhance learning, teaching, and research.IT Services is divided into five functional groups: Helpdesk - IT Technical Support, Network Infrastructure, Systems Development, Salesforce Support and Development, and Multimedia. All groups work together to deliver efficient, adaptable, and reliable IT services.As the HelpDesk Supervisor, you will be responsible for ensuring that Rotman IT services continue to deliver high-quality, high-touch service to the Rotman community, with a strong focus on customer service. You will strive to continuously improve services and support by analyzing user issues and requests tracked within our ServiceNow ticketing system. Within the IT Technical Support group, you will be responsible for staff scheduling and task delegation. You will provide expert knowledge to the IT Technical Support team and serve as their primary technical resource. You will also coordinate IT service delivery with internal and external partners.Your responsibilities will include: Overseeing the day-to-day work of the HelpDesk support team to ensure timely, consistent, and high-quality service delivery for end users Monitoring support trends and analyzing ServiceNow data to support service analysis, track key metrics, respond to service needs, and identify issues and patterns that support continuous improvement Reviewing and improving existing support team workflows, standards, SOPs, and ServiceNow knowledge base articles to enhance consistency and efficiency Supporting the team in troubleshooting and resolving end-user technical issues, including escalations and faculty hardware consultations for teaching, research, and administrative needs Coordinating vendor engagement and internal collaboration to support service coordination, issue resolution, hardware moves, and support-related follow-up activities Managing end-user hardware, software, the asset management system, deployment standards,
