IT Support & Operations Supervisor

VHA Home Health Care (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 Service Now, Workday, Office 365 and VHA’s Healthcare CRM system. This role ensures operational excellence, timely issue resolution, and continuous improvement in IT services.

• 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 (Service Now), 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.

• Computer Science Diploma or Degree combined with Technical Certification – Client/Server Computing & Networking, Microsoft/Azure Cloud, Service Now 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 Service Now 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 Service Now 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).
• E…