{"id":2138410,"url":"https://alion.io/job/fortisalberta-supervisor-it-client-services-e26-185","title":"Supervisor IT Client Services (E26-185)","company":{"id":1938663,"name":"FortisAlberta","domain":"fortisalberta.com","url":"https://alion.io/company/fortisalberta","size_band":"1001-5000","is_staffing_agency":false,"employer_type":"direct","is_intermediary":false,"listed_via":null,"ats_vendor":"SuccessFactors","truth_index":null},"role":"Industrial Engineering","role_family":"Industrial Engineering","seniority":"senior","employment_type":null,"work_mode":"on_site","remote_scope":null,"remote_scope_basis":null,"remote_working_hours":null,"hiring_geo_confidence":"structured","locations":["Airdrie, Canada"],"countries":["CA"],"hiring_countries":[],"hiring_countries_total":0,"salary":null,"salary_estimate":{"min_usd":56000,"max_usd":95000,"period":"year","method":"role_seniority_country_remote_cell","sample_n":396},"experience_years_min":7,"visa_sponsorship":false,"relocation_package":false,"has_equity":false,"technologies":[{"name":"Active Directory","optional":false},{"name":"ITIL","optional":false},{"name":"ITSM","optional":false},{"name":"Microsoft Office","optional":false},{"name":"Service Desk","optional":false},{"name":"Tanium","optional":false},{"name":"Windows","optional":false}],"status":"live","first_seen_at":"2026-10-09T02:28:11Z","employer_posted_date":"2026-10-08","last_verified_at":"2026-10-12T16:47:00Z","board_verified":true,"closed_at":null,"days_open":4,"trust":{"level":"ok","repost_count":null,"flags":[],"days_open":4},"description":"ABOUT US\nAt FortisAlberta we invest in our greatest resource - our people. As Alberta’s largest electricity distribution provider, we are positioned for growth. Each day, FortisAlberta employees strive to exceed customer expectations while maintaining a focus on our commitment to safety.\nAPPLICATION DEADLINE: October 23, 2026\nTITLE: Supervisor IT Client Services (E26-185)\nDEPARTMENT: Information Technology\nWORK LOCATION/OFFICE: Airdrie Kingsview\nSTATUS: 01 Full Time - Salaried\nNUMBER OF HIRES: 1\nDESCRIPTION:\nUnder the general direction of the Manager IT Client Services, the Supervisor IT Client Services is responsible for managing the day-to-day operations of the IT Service Desk and Deskside Services teams as well as overseeing the delivery of IT services. This includes managing actions and coordinating staff, contractors, and vendors to ensure the efficient delivery of exceptional customer service to FortisAlberta clients.\nWhere applicable, the Supervisor IT Client Services will assist in overseeing the security, integrity, and safety and support of FortisAlberta computer equipment and mobility devices and will assist IT management in strategic planning related to these programs. This will include the on-going development and implementation of processes relating to the management, and support of end-user computing hardware and software.\nDUTIES & RESPONSIBILITIES INCLUDE (but not limited to):\nLeadership:\nSupervise, coach, and mentor a team of employees; this includes providing direction, expertise, and advice to employees, identifying employee training requirements, and formally participating in managing the performance of employees.\nDirect and ensure the quality of work of the IT Client Services team.\nMotivate and inspire team members through recognition and celebration of accomplishments and contributions.\nWork closely with Human Resources to manage all elements of employee relations, including hiring, terminations, training, performance appraisals for the employee file, administering progressive discipline, and resolving labour relations issues and/or grievances.\nIT Client Services:\nManage the day-to-day operations, workload distribution, prioritization, and resource planning for the Service Desk and Deskside support teams to ensure effective service delivery and achievement of service level objectives.\nLead and promote a customer-focused service culture across the Service Desk and Deskside support teams, ensuring consistent delivery of high-quality support and positive client experiences.\nReview and analyze the effectiveness and efficiency of existing practices and processes to develop innovative strategies to improve performance, employee morale and customer ownership\nImplement process and application changes to enhance customer service.\nAccurately scope length and difficulty of tasks and projects; set objectives; break down work into the process steps; develop schedules and task/people assignments; anticipate and adjust for problems and roadblocks; measure performance against goals; evaluate results.\nAct as the point of contact for all IT Client Services escalations and communications to ensure timely resolution and effective stakeholder communication.\nEnsure continual improvements in IT Client Services processes and workflows, including Service Desk and Deskside support functions; develop and maintain practices and procedures within a common documentation repository.\nPromote knowledge management practices and ensure knowledge articles are maintained and kept current.\nDevelop and maintain operational metrics and reporting to ensure service level objectives and customer experience targets are met or exceeded.\nGenerate operational reports and dashboards as required; monitor and manage incidents, service requests, problems, and changes that affect service delivery.\nIdentify and implement service/quality improvements pertaining to resource utilization, workflow processes, and customer service. \nRepresent IT Client Services by providing operational leadership, technical guidance, and support to internal clients and organizational projects.\nProvide oversight of service requests, incidents, and operational work queues, ensuring appropriate approvals, prioritization, and task assignments.\nOversee end-user technology lifecycle activities including hardware and software evaluation and recommendations, procurement receiving and deployment processes, asset inventory and lifecycle management.\nFunction as an escalation point for on-call technical support with an understanding that this may require work after hours and weekends.\nSpecial Projects and other duties, as assigned. \nKNOWLEDGE, SKILLS & ABILITIES:\nExcellent verbal and written communication skills include the ability to clearly present information to various audiences in both formal and informal settings.\nCustomer service focus with proven ability to build and sustain partnerships with all levels of employees through intuitive business insight and personal credibility; this includes the ability to make recommendations and influence outcomes.\nDemonstrated ability to resolve issues by analyzing and evaluating possible solutions. \nExcellent organizational and time management skills to manage multiple priorities and competing demands with tight timelines.\nProven ability to both lead and work in a team environment by providing guidance and coaching in areas of expertise; this includes effective leadership, coaching and strong team building.\nDemonstrated knowledge of inventory/asset management and procurement processes, IT service management platforms, ITIL Best Practices and Break / fix processes\nExtensive experience supporting enterprise technology environments including Microsoft platforms and services, endpoint management, identity and access management, business applications, cybersecurity tools, networking, and unified communications.\nEDUCATION & EXPERIENCE:\nPost-secondary degree or diploma in Computer Science or a related discipline plus a minimum of 7 years’ experience in enterprise IT support and service delivery and service desk technical support; an equivalent combination of education and experience may be considered.\nExtensive work experience with the following:Microsoft 365\nWindows 11\nSAP\nMicrosoft Intune (Endpoint Management) Microsoft Active Directory & Microsoft Entra IDMicrosoft Exchange Exhange Online\nEndpoint Security and Antivirus SolutionsNetwork technologies\nVoice, UC, and IP Telephony Technologies\nTanium\nExperience leading/supervising technical teams is required. \nITIL V3 Foundations Certification is an asset\nCertification in one or more of the following would be an asset:\nMicrosoft Office Specialist (MOS) CompTIA A+ITIL Foundations CertificationMicrosoft Certified: Modern Desktop Administrator Associate\nMicrosoft Certified: Endpoint Administrator Associate\nIndustry specific customer service training / courses\nEnterprise IT Service Management (ITSM) training or certification\n\nExperience working in a regulated environment, preferably within the electrical utility industry, would be an asset. \nSPECIAL CONDITIONS:\nThis position will be required to provide oversight of on-call technical support resources and respond to after-hour escalations when needed.\nTO APPLY TO THIS POSITION: Please submit your resume via the button below: \"Apply\"\nWe thank all applicants for their interest, however, only those candidates to be considered for an interview will be contacted.\nIf you receive an error message when applying, please contact the system administrator at: ","description_format":"text","description_chars":7586,"description_truncated":false,"requirements":{"experience_years_min":7,"management_years_min":null,"team_size_min":null,"manages_managers":false,"education":null,"security_clearance":false,"languages":[]},"benefits":[],"hiring_locations":[],"hiring_excludes":[],"relocation_offered":false,"industries":["Energy & Utilities","Oil & Gas"],"lifecycle":[{"event":"open","at":"2026-10-09T02:28:11Z"}],"visa":[],"liveness":{"score":86,"band":"hot","label":"Hiring now","p_open":1,"p_active":0.86,"p_room":1,"age_days":4,"expected_fill_days":28,"reasons":["conf:12","win:early"],"computed_at":"2026-10-13T05:45:00Z"},"pay":null,"html_url":"https://alion.io/job/fortisalberta-supervisor-it-client-services-e26-185","json_url":"https://alion.io/job/fortisalberta-supervisor-it-client-services-e26-185.json","meta":{"generated_at":"2026-10-13T17:44:03Z","cache_seconds":300,"methodology":"https://alion.io/methodology","terms":"https://alion.io/terms","contact":"https://alion.io/contact","api":"https://alion.io/developers","about":"Alion is a live layer of people, companies and AI agents: who they are, whether they are real and active right now, what they do and how to work with them, readable by people and by agents and paid per call.","catalog":"https://alion.io/catalog.json","usage":{"tier":"crawler_verified","counted_by":"address","units_charged":1,"used_today":27055,"day_limit":null,"remaining_today":null,"minute_limit":300,"resets_at":"2026-10-14T00:00:00Z"}},"offers":[{"id":"company.slices","title":"One company in depth, by slice","status":"live","price":{"credits":0.02,"usd":0.002,"plus_per_slice":{"credits":0.05,"usd":0.005}},"unit":"per company, plus each slice with data","note":"the employer in depth","call":{"mcp_tool":"get_company","arguments":{"id":1938663},"rest":"https://alion.io/mcp/rest/get_company?id=1938663"},"human":"https://alion.io/catalog?offer=company.slices&for=job%2Ffortisalberta-supervisor-it-client-services-e26-185"},{"id":"market.stats","title":"A market slice: pay, demand and time to fill","status":"live","price":{"credits":1,"usd":0.1},"unit":"per slice","note":"pay, demand and time to fill for this role and place","call":{"mcp_tool":"market_stats"},"human":"https://alion.io/catalog?offer=market.stats&for=job%2Ffortisalberta-supervisor-it-client-services-e26-185"},{"id":"job.search","title":"Open jobs by role, technology, place, pay and visa","status":"live","price":{"credits":0.02,"usd":0.002},"unit":"per posting in a list","note":"similar open postings","call":{"mcp_tool":"search_jobs"},"human":"https://alion.io/catalog?offer=job.search&for=job%2Ffortisalberta-supervisor-it-client-services-e26-185"},{"id":"company.verify","title":"Is this company real and active right now","status":"pilot","price":null,"unit":"per company","request":{"url":"https://alion.io/catalog/request","method":"POST","body":"{\"offer\": \"company.verify\", \"for\": \"job/fortisalberta-supervisor-it-client-services-e26-185\", \"note\": \"what you need it for\"}"},"human":"https://alion.io/catalog?offer=company.verify&for=job%2Ffortisalberta-supervisor-it-client-services-e26-185"}]}