SUPERVISOR FACILITIES SERVICE DESK OPERATIONS

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SUPERVISOR FACILITIES SERVICE DESK OPERATIONS

• Job ID: 58669
• Job Category: Operations & Maintenance
• Work Location: Scarborough Civic Centre, 150 Borough Dr, Scarborough, ON M1P 4N6
• Job Type & Duration: Permanent Vacancy
• Shift Information: Monday to Friday, 35 hours per week
• Affiliation: Non-Union
• Number of Positions Open: 1
• Posting Period: 30-July-2025 to 14-August-2025

Major Responsibilities:

• Implements detailed plans and recommends policies/procedures regarding program specific requirements.
• Supervises, motivates and trains assigned staff, ensuring effective teamwork, high standards of work quality and organizational performance, continuous learning and encourages innovation in others.
• Supervises the day-to-day operation of all assigned staff including the scheduling, assigning and reviewing of work.Authorizes and coordinates vacation and overtime requests. Monitors and evaluates staff performance, approves salary increments, hears grievances and recommends disciplinary action when necessary.
• Provides input into and administers assigned budget, ensuring that expenditures are controlled and maintained within approved budget limitations.
• Provides day-to-day leadership, supervision and operational oversight of CREMs service desk, which includes various work orders, ensuring timely coordination of preventive maintenance and on-demand work orders across trades providing service to City-wide buildings.
• Supervises the intake, prioritization and assignment of planned and unplanned work orders to appropriate trades staff, ensuring adherence to operational standards and client expectations. Assesses emergency and non-emergency work requests to determine priority, understand client needs and forecast timelines and costs for completion.
• Ensures compliance with regulatory requirements and internal policies by prioritizing and assigning work orders to appropriately certified trades such as HVAC, plumbing, electrical, and general construction services.
• Develops guidelines and policies to ensure every caller receives the highest level of customer service, in line with City service excellence standards.
• Leverages various enterprise dispatch and asset management systems to manage work order lifecycle, optimize service delivery and monitor real-time performance.
• Acts as a primary City-wide central point of contact for internal and external partners for emergency calls and auto-generated work requests related to facility issues across all properties managed by CREM. Provides solutions to resolves service escalations, urgent requests and workflow challenges.
• Adjusts dispatch routines and shift models in real-time based on live call data, emergency service demands and seasonal maintenance cycles to maintain service levels and operational responsiveness.
• Utilizes data analytics and system reporting to drive continuous improvement in dispatch performance in order to reduce response times, enhance bundling of work orders and improve overall client satisfaction.
• Ensures work is undertaken in a manner that complies with and supports City compliance with the Ontario Occupational Health & Safety Act and other relevant codes, regulations and City policies.
• Develops, implements and maintains dispatch centre policies, workflows, procedures and staffing models to achieve service level targets and meet client needs.
• Monitors key performance indicators, call volume, dispatch accuracy and service outcomes while preparing reports and providing advice and recommending improvements to Senior Management to enhance efficiency and quality with the Technical Center of Excellence Section.
• Oversees budget planning and resource allocation for CREMs service desk, identifying opportunities for cost savings, process enhancements and technological upgrades.
• Coordinates training and development programs for dispatch staff to ensure familiarity with systems, protocols and customer service best practices.
• Leads the dispatch response time during emergency situations, special events and/or business continuity activations, ensuring uninterrupted service and effective resource deployment.
• Fosters a culture of accountability, continuous improvement and client service excellence within CREMs service desk, contributing to the Divisions strategic objectives.

Key Qualifications:

• Diploma or degree in Engineering, Technical Trades, Facilities Management, or a related technical discipline (or an equivalent combination of education and experience)
• Considerable supervisory experience in a high-paced, multi-tasking dispatch or contact centre environment within facilities management.
• Experience and working knowledge of common building operational policies and various related acts/codes/standards including Fire code, OHSA and WHMIS.
• Excellent verbal and written communication skills, with a customer-service mindset.
• Demonstrated knowledge of HVAC, electrical, and general construction work, and a solid understanding of service-level completion timelines.
• Proficiency with dispatch/facilities management systems (e.g., Maximo, SAP) and the MS Office suite.
• Strong leadership, coaching, and conflict-resolution skills; ability to remain calm under pressure.
• Analytical problem-solving abilities and experience with performance-driven measurement.
• Knowledge of unionized labour relations and collective agreement provisions
• Highly developed interpersonal, conflict resolution, problem solving and communication skills.
• Able to plan and organize work with minimum direction. Ability to multi-task during high volume periods.
• Must possess expertise as well as a range of core strengths in communication, leadership, labour relations, teamwork, JOHSC and customer service.
• Ability to work in a team-based environment.
• Ability to do shift work i.e., afternoons, nights, weekends as required.
• Must possess a valid Province of Ontario Class \”G\” Driver\’s License and daily access to a vehicle and the ability to obtain the City of Toronto\’s Equipment Operators Permit.

Equity, Diversity and Inclusion

The City is an equal opportunity employer, dedicated to creating a workplace culture of inclusiveness that reflects the diverse residents that we serve. Learn more about the City’s commitment to employment equity .

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