IT Support & Operations Supervisor (Permanent Full-Time) Full Time TradPO

VHA Home HealthCare (VHA) is one of the largest not-for-profit home care providers in Ontario. Our team is made up of close to 3,000 caring and committed professionals who love what they do. Our providers tell us: “Home care is where I can truly make a difference. There is such a sense of accomplishment from helping people live independently at home.” Our teams work together to provide high quality, client-centred care to those who need it most in their homes, schools, retirement homes and other community settings. Many of our team members manage their own schedules in the community and they say, “The freedom and flexibility can’t be beat.” Providers form meaningful bonds with the clients and families they serve over time and are supported by a diverse regional team and beneficial home office programs. Team members tell us “I love the inclusive culture. I feel welcome and at home.” 

View more comments from our clients and their family members.

Pay Range

$70,000.00 – $87,000.00 (commensurate with experience)

The IT Support & Operations Supervisor is responsible for overseeing day-to-day Service Desk operations, managing Service Desk Coordinators, and contributing to system administration tasks across key enterprise platforms including ServiceNow, Workday, Office 365 and VHA’s Healthcare CRM system. This role ensures operational excellence, timely issue resolution, and continuous improvement in IT services.
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Key Areas of Accountability:

• Supervise and mentor Service Desk Coordinators to ensure high-quality, timely support for end-users.

• Regularly review ticket queues, response times, and resolution quality to ensure compliance with SLAs and organizational standards. Demonstrate application of knowledge and skills in providing technological support.

• Act as the primary escalation point for complex or high-priority incidents, coordinating with technical teams and vendors when necessary, create and maintain user profiles, accounts, and security.

• Review feedback from end-users and stakeholders to identify recurring issues and implement improvement plans. Maintain an inventory of computer, software, and equipment hardware assets (software)

• Perform administrative tasks in VHA’s ITSM (ServiceNow), including change management workflows, approvals, and configuration updates. Support integrations Workday for HR and payroll processes, ensuring processes efficiency. Provide support to all VHA users (1st and 2nd level support)

• Configure and maintain change request workflows in VHA’s ITSM to ensure compliance with ITIL standards.

• Validate and approve change requests, ensuring proper documentation and risk assessment before implementation.

• Ensure that processes and procedures are accurately documented, updated and stored accordingly into the IT SharePoint Document repository.

Required Qualifications:

• Computer Science Diploma or Degree combined with Technical Certification – Client/Server Computing & Networking, Microsoft/Azure Cloud, ServiceNow Certifications

• 5+ years of progressive experience in IT operations, including incident, problem, and change management.

• Experience in managing/overseeing system integrations between HR, Finance, and enterprise applications, ensuring smooth data flow, timely issue escalation, and reliable service delivery.

• Hands-on experience with ServiceNow administration configuring workflows, managing CMDB, and implementing ITIL-aligned processes.

• Proven track record of leading Service Desk teams or similar support functions, ensuring SLA compliance and high customer satisfaction.

• Strong understanding and practical application of ITIL/ITSM frameworks. Knowledge and experience with communications and VoIP mobility.

• Proficiency in reporting and analytics using ServiceNow dashboards and Workday reports. Solid technical understanding of computer systems, multimedia, and office related applications

• Ability to identify trends, root causes, and implement corrective actions.

• Ability to work flexible hours and be available for emergencies and facility or equipment maintenance.

• Web monitoring and development experience an asset.

• Excellent trouble-shooting practices (PC Applications, printers, LAN, facsimile).

• Excellent problem solving skills and organizational abilities.

• Demonstrated commitment to client and family centered care.

• Demonstrated ability to supervise, coach, and develop team members, fostering a culture of accountability and growth.

• Proficiency in ITIL frameworks and service management principles.

What makes VHA’s compensation unique?

• Benefits and pension plan for permanent eligible employees

• Compensation for education and professional development

• VHA is a leading learning organization so we can provide you with comprehensive orientation and training at the start and throughout your career

• Mentorship and peer support

• Career development opportunities

• Employee and family assistance program

• Wellness resources

• Perks & discounts

• Staff & service provider events

Accommodation and VHA’s commitment to DEI

At VHA Home HealthCare (VHA), we passionately strive to uphold our commitments to being an Equal Opportunity Employer. We champion inclusion and diversity in all parts of our organization and are strong believers that a diverse workforce is key to the ongoing and future success of VHA. We aim to review all applicants with fair and unbiased recruitment practices where opportunities are presented based on merits, skills, and experience. VHA is committed to providing reasonable accommodation and our services are accessible and sensitive to the needs of diverse groups. If you require any accommodation, please let us know in advance as we are happy to comply.

How to Apply?

Our online application should take about 5 to 10 minutes to complete.

VHA is accredited with Exemplary Standing by Accreditation Canada; an RNAO Best Practice Spotlight Organization designate; and a founding member agency of United Way Greater Toronto.

Thank you to everyone who applies. We will review applications as they are received. We’ll only be contacting those selected for further discussion.

In every role and at every level, we lead with purpose, build bonds that matter, and we’re passionate about providing spectacular care.

Alternatively, you can view other indigenous opportunities at https://aboriginaljobboard.ca/browse-jobs/