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ABOUT US

At 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.

APPLICATION DEADLINE: October 23, 2026

TITLE

Supervisor IT Client Services (E26-185)

DEPARTMENT

Information Technology

WORK LOCATION/OFFICE

Airdrie Kingsview

STATUS

01 Full Time - Salaried

NUMBER OF HIRES

1

DESCRIPTION

Under 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 effective delivery of exceptional customer service to FortisAlberta clients.
Where 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.

DUTIES & RESPONSIBILITIES INCLUDE (but not limited to):

Leadership:

- Supervise, 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.
- Direct and ensure the quality of work of the IT Client Services team.
- Motivate and inspire team members through recognition and celebration of accomplishments and contributions.
- Work 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.

IT Client Services:

- Manage 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.
- Lead 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.
- Review and analyze the effectiveness and efficiency of existing practices and processes to develop innovative strategies to improve performance, employee morale and customer ownership
- Implement process and application changes to enhance customer service.




- Accurately 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.
- Act as the point of contact for all IT Client Services escalations and communications to ensure timely resolution and effective stakeholder communication.
- Ensure 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.
- Promote knowledge management practices and ensure knowledge articles are maintained and kept current.
- Develop and maintain operational metrics and reporting to ensure service level objectives and customer experience targets are met or exceeded.
- Generate operational reports and dashboards as required; monitor and manage incidents, service requests, problems, and changes that affect service delivery.
- Identify and implement service/quality improvements pertaining to resource utilization, workflow processes, and customer service.
- Represent IT Client Services by providing operational leadership, technical guidance, and support to internal clients and organizational projects.
- Provide oversight of service requests, incidents, and operational work queues, ensuring appropriate approvals, prioritization, and task assignments.
- Oversee end-user technology lifecycle activities including hardware and software evaluation and recommendations, procurement receiving and deployment processes, asset inventory and lifecycle management.
- Function as an escalation point fo

📌 Supervisor IT Client Services (Airdrie)
🏢 FortisAlberta
📍 Airdrie