{"id":1658803,"url":"https://alion.io/job/hydro-ottawa-supervisor-service-desk-temporary","title":"Supervisor, Service Desk (Temporary)","company":{"id":2112040,"name":"Hydro Ottawa","domain":"hydroottawa.com","url":"https://alion.io/company/hydroottawa-com","size_band":null,"is_staffing_agency":false,"employer_type":"direct","is_intermediary":false,"listed_via":null,"ats_vendor":"Workday","truth_index":null},"role":"Support","role_family":"Support","seniority":"middle","employment_type":"contractor","work_mode":"hybrid","remote_scope":null,"remote_scope_basis":null,"remote_working_hours":null,"hiring_geo_confidence":"explicit","locations":["Ottawa, Canada"],"countries":["CA"],"hiring_countries":[],"hiring_countries_total":0,"salary":null,"salary_estimate":{"min_usd":38000,"max_usd":80000,"period":"year","method":"role_seniority_country_remote_cell","sample_n":18},"experience_years_min":3,"visa_sponsorship":false,"relocation_package":false,"has_equity":false,"technologies":[{"name":"Google Workspace","optional":false},{"name":"Service Desk","optional":false}],"status":"live","first_seen_at":"2026-09-11T00:00:00Z","employer_posted_date":"2026-09-11","last_verified_at":"2026-10-19T03:59:13Z","board_verified":true,"closed_at":null,"days_open":38,"trust":{"level":"ok","repost_count":null,"flags":[],"days_open":38},"description":"Please Note: If you are a current Hydro Ottawa employee with access to Workday, apply to this job via the Workday application.\nAt Hydro Ottawa, we empower the lives of the people in the communities we serve.\nAs the electricity distributor to the Nation’s Capital, our work powers the essential activities that make up our lives - at home, at work and at play. And as Ontario’s largest municipally-owned producer of green power, we are leading the way to a greener tomorrow.\nWe are seeking a Supervisor, Service Desk, a change champion and innovative leader ready to embrace the opportunity to guide and mentor others, and enable them to do their best work. And in doing so, to leave a legacy.\nAre you ready to make a difference in our community?\nJOB SUMMARY\nThe Supervisor, Service Desk is responsible for the day-to-day efficient and effective operation of the Service Desk, ensuring exceptional service delivery that meets business standards and exceeds customer expectations. This role provides direct leadership to Service Desk staff, oversees workload distribution, monitors performance, and ensures timely resolution of customer requests and escalations. The Supervisor, Service Desk ensures operational consistency, regulatory compliance, and safe coordination of field-related work while maintaining strong relationships with internal and external stakeholders.\nMAJOR RESPONSIBILITIES\nLead, coach, and supervise Service Desk staff by setting clear goals, conducting performance reviews, and providing ongoing feedback to drive accountability and ensure high quality service delivery.\n\nDetermine work procedures, schedules, and workflow for the effective daily operation of the Service Desk to optimize efficiency and customer service effectiveness.\n\nDevelop and deliver operational training, resources, and technical assistance for Service Desk staff to ensure goals and objectives are consistently achieved.\n\nAct as the final point of contact for complex customer escalations, reviewing and approving responses to customers and the public regarding high-priority requests for information or complaints.\n\nOversee the coordination and approval processes for third-party permits (e.g., ESA permits) and certify/sign-off on operational removals to ensure public and employee safety and mitigate field-related risks.\n\nMonitor and manage the Service Desk operating budget and allocate financial and staffing resources effectively.\n\nMonitor operational performance using established metrics and analytics to measure employee productivity, quality, and overall customer service effectiveness.\n\nBuild and maintain strong operational relationships with internal groups (e.g., Design, Scheduling, Operations, Communications, Digital Transformation) to ensure a consistent application of corporate standards and alignment for service desk requests.\n\nStay informed of new programs, service rules, and reporting requirements for regulators and senior management, ensuring staff adhere to all health and safety standards and applicable laws.\n\nMaintain in-depth knowledge of Conditions of Service, internal policies, and corporate strategic directions to guide staff, drive positive change management, and build a positive work environment.\n\nAs a member of the Crisis Communications Team, react quickly and effectively to crises which present a reputational risk.\n\nPerform other related duties as required.\n\nEDUCATION AND EXPERIENCE\nPost-secondary education in a related field, such as Business Administration.\n\nMinimum 3 years’ supervisory experience in a fast-paced office environment, preferably in a customer service or contact center setting.\n\nDemonstrated people leader experience combined with the ability to manage performance may substitute for academic requirements.\n\nExperience managing operational crisis situations, both internal and external.\n\nExperience working with cross-functional groups.\n\nStrong computer skills; proficient in the use of office productivity and collaboration tools, preferably Google Workspace.\n\nProven ability to function effectively under pressure, with demonstrated experience or training in crisis management, preferably supporting a Crisis Communication Team (CCT) during large-scale events or incidents.\n\nADDITIONAL REQUIREMENTS\nEnglish essential, both oral and written\n\nBilingual (English/French) considered an asset\n\nThis is a management group opportunity and salary will be commensurate with qualifications.\nHydro Ottawa offers a Hybrid Work Model. Hybrid work is position specific, details of the hybrid model will be discussed with successful candidates.\nHydro Ottawa may use artificial intelligence (“AI”) during the recruitment process to aid in the screening and selection of candidates.\nLocation:\nOttawa, ONThis is a management group opportunity. The annual salary range for this position identified below depends on experience, education, and professional designation. The successful candidate will be offered a salary within this range based on their qualifications.\nPay Range Minimum:\n$74,517.10Pay Range Maximum:\n$111,775.67Posting End Date (if applicable):\nOctober 11, 2026Hydro Ottawa is committed to establishing a qualified workforce that reflects the diverse population it serves and we encourage applications from all qualified individuals. We are also committed to preventing and removing barriers to employment for people with disabilities, and we invite you to inform us should you have any accessibility or accommodation needs.\nApplicants must be legally entitled to work in Canada.","description_format":"text","description_chars":5540,"description_truncated":false,"requirements":{"experience_years_min":3,"management_years_min":null,"team_size_min":null,"manages_managers":false,"education":null,"security_clearance":false,"languages":[{"language":"English","level":"All levels","optional":false}]},"benefits":["Hybrid work"],"hiring_locations":[{"name":"Canada","iso":"CA","kind":"country"}],"hiring_excludes":[],"relocation_offered":false,"industries":["Education","Energy & Utilities","Energy Efficiency"],"lifecycle":[{"event":"open","at":"2026-10-02T02:47:31Z"}],"visa":[],"liveness":{"score":25,"band":"fade","label":"Fading","p_open":1,"p_active":0.562,"p_room":0.45,"age_days":38,"expected_fill_days":22,"reasons":["conf:1","win:tail"],"computed_at":"2026-10-19T05:45:15Z"},"pay":null,"html_url":"https://alion.io/job/hydro-ottawa-supervisor-service-desk-temporary","json_url":"https://alion.io/job/hydro-ottawa-supervisor-service-desk-temporary.json","meta":{"generated_at":"2026-10-19T15:32:53Z","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":11568,"day_limit":null,"remaining_today":null,"minute_limit":300,"resets_at":"2026-10-20T00:00:00Z"}},"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":2112040},"rest":"https://alion.io/mcp/rest/get_company?id=2112040"},"human":"https://alion.io/catalog?offer=company.slices&for=job%2Fhydro-ottawa-supervisor-service-desk-temporary"},{"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%2Fhydro-ottawa-supervisor-service-desk-temporary"},{"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%2Fhydro-ottawa-supervisor-service-desk-temporary"},{"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/hydro-ottawa-supervisor-service-desk-temporary\", \"note\": \"what you need it for\"}"},"human":"https://alion.io/catalog?offer=company.verify&for=job%2Fhydro-ottawa-supervisor-service-desk-temporary"}]}