We are a not-for-profit, equal opportunity employer supporting over 17,000 children and youth to reach their social, physical, communication and behavioural goals each year. Providing early and exceptional family-centred services in the Waterloo and Guelph-Wellington regions, we believe that by living our values, our impact can be profound, and together, we can build brighter futures.
At KidsAbility, we offer:
Ongoing training and development opportunities, empowering you to enhance your skills
A supportive, collaborative, and inclusive work environment dedicated to family-centred care
Organizational commitment to innovation and research; continually evolving our approaches so we may serve with purpose and value
Initiatives to support your well-being including social events, opportunities to give back to your community and access to Employee and Family Assistance Program
Comprehensive benefits and optional group RRSP program, short- and long-term disability income protection benefits, and generous vacation package and paid personal leave days
About the Opportunity:
The IT ServiceDesk lead is a critical leadership role within KidsAbility's ITS department, responsible for overseeing daily Service Desk operations, leading privacy support activities, and providing advanced administration across Microsoft 365 technologies. With two direct reports, this role ensures exceptional IT service delivery, effective endpoint and application support, adherence to privacy standards, and contributes to business continuity. The role requires deep technical expertise and the ability to manage competing priorities while ensuring client- and family-centred technology support.
Additionally, this role will:
Provide escalation support for endpoint technologies, Microsoft 365, Intune, SharePoint, Teams, Power Apps, and identity/access management via Azure AD
Support EMR systems or other clinical/business applications, ensuring availability and staff usability
Manage endpoint deployment, compliance, and lifecycle (Intune/Endpoint Manager)
Implement automation and service efficiencies via PowerShell or Power Platform
Provide advanced-level support for hardware, software, network, and account-related issues across the organization
Act as an escalation point for complex service desk tickets that require higher-level troubleshooting and resolution
Champion ITIL-based processes (incident, request, and change management)
Identify recurring service challenges and recommend long-term resolutions
Drive continuous service improvement and client satisfaction
Monitor service desk metrics and ticket queues to ensure appropriate response times and service quality
Maintain system documentation and user guides to support consistent troubleshooting and onboarding
Share knowledge with and provide guidance to other IT team members
Identify recurring technical problems and suggest long-term solutions or process improvements
Assist with training new staff in service desk procedures, systems, and organizational IT tools
Leverage Microsoft 365, Azure Active Directory, and Microsoft security tools to maintain secure and efficient operations
Provide privacy and security training to staff as needed
Act as backup to Infrastructure Specialist for tasks including patching, configuration, and incident response
Knowledge of Microsoft Purview Compliance Portal and familiarity with EDR tools such as Microsoft Defender XDR
Knowledge of PowerShell scripting for automation and troubleshooting tasks
More About You:
To qualify, applicants should have a Diploma or Degree in Information Technology, Computer Science, or a related field; equivalent work experience will be considered.
In addition to:
Minimum 5+ years of progressive IT support experience; at least 1 year in a lead or supervisory capacity
Advanced knowledge of Microsoft 365 technologies (Intune, SharePoint, Teams, Power Platform)
Experience with endpoint security, EMR or enterprise applications, and cloud identity/access management
ITIL certification or demonstrated experience with service management
Strong technical troubleshooting and process improvement skills
Excellent communication and documentation abilities. - networking
Microsoft 365 Certified: Endpoint Administrator Associate is a strong asset
CompTIA A+ or equivalent certification is considered an asset
Cisco network switch certifications (e.g., CCNA) are considered an asset
Advanced certifications such as Microsoft Certified Solutions Expert (MCSE) or Cisco Certified Network Professional (CCNP) are a plus
Experience in a healthcare or non-profit environment considered an asset
Demonstrated ability to troubleshoot and resolve a wide range of technical issues independently
Excellent customer service skills and ability to communicate technical information clearly to non-technical users
Familiarity with IT ticketing systems and service management best practices (e.g., ITIL)
Strong organizational skills and ability to manage multiple tasks simultaneously
Proven ability to work independently and collaboratively in a team-based environment
Valid Ontario Driver's License and access to a vehicle may be required to support multi-site operations
We invite applications from those interested in this position to submit a detailed cover letter and resume.
KidsAbility strives to create an accessible and inclusive application and selection process and is committed to working with and providing reasonable accommodations to job applicants who may require provisions to participate in the selection process. Should any applicant require accommodation please contact Human Resources in advance for assistance.
Equity, Diversity, and Inclusion are the core values of KidsAbility. We are a diverse workforce with wide perspectives and creative ideas that benefit our clients and the community. It is the policy of KidsAbility to ensure equal employment opportunity without discrimination or harassment. We welcome applications from visible minority groups, women, Aboriginal people, persons with disabilities, religion, age, sex, sexual orientation, gender identity or expression, marital or domestic/civil partnership status, genetic information or any other ground protected by applicable law.
Please note that all prospective KidsAbility employees are subject to mandatory immunization requirements, including the full and ongoing COVID-19 vaccination, as a condition of obtaining and maintaining employment. We will make accommodations as directed by the Ministry of Children, Community and Social Services and the Chief Medical Officer of Health.
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