IT Helpdesk Supervisor (Talent Pooling)

About the role

The IT Helpdesk Supervisor provides on‑demand supervision of the helpdesk function, ensuring that tickets are processed efficiently and that users receive timely assistance, especially during peak periods. This role supports the overall IT service delivery and contributes to a safe, compliant workplace.

Key responsibilities

• Manage the IT helpdesk operations and ticket queue during assigned periods.
• Troubleshoot and resolve user‑reported IT issues escalated from the front‑line team.
• Maintain accurate records of IT equipment and assets.
• Deliver user training on IT systems and procedures.
• Escalate complex problems to the IT/Inventory Officer.
• Follow all relevant policies, ISO standards, health & safety, environmental and food‑safety guidelines.
• Support team members during high‑volume times and participate in required training sessions.

Required profile

• High School Diploma with an IT certification.
• Minimum 2 years of relevant experience in IT support or helpdesk environments.
• Basic English proficiency; French is a plus.
• Availability on short notice.

Required skills

• Proficiency with Helpdesk Systems.
• Strong knowledge of MS Office applications.
• Understanding of basic networking concepts.
• Experience in IT support, helpdesk operations and troubleshooting.