Who Are We?

The Calgary Board of Education (CBE) is the largest school board in western Canada with over 131,000 students and 15,000 employees. Our mission: Each student, in keeping with their individual abilities and gifts, will complete high school with a foundation of learning necessary to thrive in life, work and continued learning. We pride ourselves in the values we hold. Students come first. Learning is our central purpose. Public education serves the common good. The CBE encourages an inclusive and equitable workplace, which supports our diverse student and employee community. We encourage all applicants to join our dynamic, diverse, and collaborative culture and welcome applications from all qualified individuals. When you apply to the CBE, you can feel good about serving our future leaders and contributing to student success.

Competition Info

Competition Close Date: Thursday, August 27, 2026 at 11:59 PM

Calendar: 12 Month

Salary: Exempt Grade PP2, $96,800 - $118,100 annually

FTE: 1.0, 35 hours per week

What does this role look like?

The service desk plays a critical role in the provision of services to CBE students and staff. Services include the provision and support of defined services for the entire district. The purpose of this job is to lead and coordinate the staff engaged in the provision of service desk support services to the Calgary Board of Education (CBE). This job is responsible for the effective planning and provision of efficient and responsive first-level support to CBE employees and for providing in-depth analysis of complex, non-typical problems related to client-based software and hardware. Leadership functions include recruiting, providing training opportunities, and communicating with team members. This job is accountable for the delivery of highly responsive and effective Service Desk services to CBE staff. The job is also accountable for ensuring that services evolve as technology and the needs of the organization change.

The CBE understands the future of work is flexible. In this role, you are eligible to participate in a flexible work program that allows you to work remotely for up to three days a week. A minimum of two days must be in the office. At certain times, you maybe be required to work in the office more then 2 days per week based on operational requirements.

What will you do?

- Establishes objectives, business processes, procedures and standards for service desk service delivery. Works collaboratively with other leaders to effectively implement support and escalation procedures for all Service Desk services.
- Develops and continually refines processes for call logging and tracking, triage, management escalation, performance measurement, quality improvement, and customer satisfaction. Identifies, implements and documents methods to prevent re-occurrence of problems. Coordinates the distribution of requests to appropriate first, second and third level support. Ensures a sufficient number of staff is allocated to manage the phones, ISM Self-Serve, and follow-up calls to clients. Sets priorities, establishes timelines, delegates to staff, and monitors status and quality of work. Serves as a resource, assisting in the resolution of complex client problems.




- Supervises service desk staff engaged in the delivery of technical and support services to all CBE staff. Recruits and selects staff for the service desk work unit. Coordinates staff training in current trends in technology and business areas to ensure effective and effective usage of personnel resources and to ensure high quality support delivery. Conducts performance appraisals of subordinates and encourages/fosters ongoing staff development while participating with employees in goal setting. Carries out disciplinary actions up to and including termination as appropriate and required, as supported by the Director. Establishes and enforces standards, procedures and quality control measures for permanent, contract and temporary personnel.
- Establishes escalation procedures to other CBE resources, vendors or partners. Develops the mission statement for the service desk. Initiates and implements changes to business procedures and processes as necessary to increase the efficiency and quality of service to the CBE. Analyses and projects potential impact(s) on the Work section budget to implement new processes. Provides input and advises the work section leader on effective organizational structures for the work section.
- Creates Service Level Agreements (SLA). Monitors to ensure that services level targets are achieved.
- Organizes evaluation, testing and implementation of new software for service desk staff.
- Provides input on the rollout implementation of end user products, services and systems to users, develops user documentation and suggests training required in order to successfully deploy the new product. Devises methods and procedures for problem resolution. Coordinates testing and installation of end user workstation software and conducts periodic audits of new or existing general end user systems to evaluate operational efficiency and architectural effectiveness. In collaborationwith senior department leadership, analyzes problems regarding planned implementations.
- Maintains the Automated Call Distribution (ACD) system. Keeps customers informed of global problems or scheduled downtime. Monitors systems status and reports to appropriate personnel. Prepares reports and graphs of service desk usage using the various reporting tools available, both from the ACD system as well as from the Service Desk platform. May use this material to report on activities, results, and achievement of objectives.
- Using the Information Technology Infrastructure Library (ITIL) creates and continually refines service desk processes and procedures. Remains current with ITIL methodology and practices as they relate to IT service management.
- Identify and report technology security incidents to the Security Operations Team.
- Maintains a service desk Intranet web site and promotes use of on-line support information (Intranet,



Knowledge Bases, etc.).
- Participates in CBE user groups and other service support groups. Serves as a member representing the work section and/or Service Transformation on committees throughout the organization. Participates in the business process design initiatives and activities. Participates as part of the management team in the overall assessment of opportunities for technology and service at the CBE. Liaises with external vendors in regards to product non-disclosure as requested. Attends Calgary based focus group(s).
- Reports status on work section objectives in the service unit’s work plan. Maintains associated records and/or statistics. Prepares reports, analyses and summaries as required. Assists the work section leader with the annual budget preparation.
- Maintains a current knowledge of changes in technology and other developments within the industry of services provisioned by Service Desk. Maintains contact with technology vendors and outside training agencies. Maintains an expertise in end user systems technologies and methodologies.
- May perform the responsibilities of the department leader as required.
- Performs other related duties as assigned.

What are we looking for?

Education and Experience

- University degree or post-secondary diploma in a computer-related discipline.
- Minimum of seven years progressively more responsible related experience in a client support environment with demonstrated experience in a leadership capacity.
- An equivalent combination of related education and related experience will be considered.
- Experience supervising a service desk is preferred.
- Experience working with technology training institutions is an asset.
- Previous experience as an analyst is desired.

Demonstrated Skills and Competencies

- Extensive skills in analysis, task/data management and task/project coordination is essential.
- Demonstrated success at supervision and leading a technical support team.
- Strong problem solving skills, analytical skills, conflict resolution and mediation skills.
- Ability to provide leadership to, and work within, a team environment.
- The ability to determine system requirements.
- Knowledge of Service Level Agreements in regards to service delivery is desirable.
- Demonstrated ability to function effectively in an atmosphere of constantly changing priorities and strict deadlines for work completion.
- Demonstrated highly effective interpersonal, communication (both oral and written) and organizational skills.
- Ability to foster collaboration and work effectively in multi-disciplinary teams.
- Must be detail oriented, organized, creative and self-directed with the ability to meet and direct task/project deadlines.
- Personal suitability.

Conditions of Employment

Police Information Clearance: Applicants new to the Calgary Board of Education WHO ARE OFFERED EMPLOYMENT must complete and pass a police information clearance before employment is confirmed.

Be Part of Our Success

A career with the CBE offers incredible opportunities, rewards and supports.

What happens next?

We thank all candidates for their interest in this position however only those selected for an interview will be contacted.

📌 Supervisor, Service Desk (Calgary)
🏢 Calgary Board of Education
📍 Calgary