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Service Desk Supervisor

Concord, ON, CA

CRH Canada

Job ID:  417922 

Work Type:  Full Time Permanent 


It is a great time to join the CRH Canada team! CRH Canada is going through an exciting business transformation which demands first-class Talent Management support to drive results.

We are building a world- class team. Make your mark!

You will be a successful addition to our team if you look at change as an opportunity to develop and contribute to the business. You will be successful in your role if you like partnering with the business, presenting new ideas and providing excellent customer service.

Position Overview

CRH America’s Materials is looking for a customer-focused individual with strong leadership skills to join our team as a Service Desk Supervisor.  The individual must be a self-starter with the ability to prioritize workload and self-manage his/her daily activities and the activities of a small group of Service Desk analysts.  The position will be responsible for overseeing the daily operations of Service Desk analysts at Tier I and II levels, driving customer satisfaction, and ensuring service performance objectives are achieved.  The role will also be responsible for talent development and helping to maintain a consistent culture across the varied geographical locations of the Service Desk.  This position will report to the Director, End User Services.


Key Responsibilities (Essential Duties and Functions)

  • Oversees the day-to-day activities of a team of Service Desk analysts.
  • Drives team achievement of service level performance goals, while maintaining customer satisfaction.
  • Monitors call and e-mail queues to ensure timely incident, event, and service request response and resolution.
  • Measures and improves the quality of customer calls and ticket resolutions.
  • Responsible for scheduling of Service Desk staff to ensure 24x7 coverage.
  • Collaborates with other Service Desk supervisors to ensure standard process and a cohesive end user experience.
  • Acts as a coach to Service Desk analysts and performs routine evaluation of performance.
  • Acts as the first point of internal escalation within the Service Desk team.
  • May be required to assist in the remote troubleshooting and resolution of customer incidents.
  • Provides timely and proactive status updates to key business and IT stakeholders.
  • Supports the continuous improvement culture through the identification of potential process/procedural improvements and/or participation on cross functional/regional teams.
  • Other duties as assigned.


To perform this job successfully, an individual must be able to perform each essential duty satisfactorily.


  • Associate degree in IT or Business.  Equivalent work experience accepted in lieu of degree.
  • 2 years of supervisory experience preferred.
  • ITIL Foundation or HDI certification preferred.
  • Process and/or project management experience preferred.


Knowledge/Skill Requirements

  • Ability to effectively work and communicate with people with a wide range of skills, experience, cultures and capabilities –business leaders, finance leaders, peers, vendors, staff members.
  • Ability to present ideas in concise, business-friendly and user-friendly language.
  • Ability to self-manage time.
  • Ability to supervise direct reports and maintain confidential information.
  • Ability to act with a sense of urgency and commitment to resolve issues under pressure.


Work and Physical Requirements

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job.

  • Sitting for extended periods of time.
  • Ability to travel (overnight) as required for meetings (less than 25%).
  • Must pass background check, alcohol and drug testing
  • The position may require work outside of normal business hours in response to critical, business-impacting incidents

Work Environment

  • Usually normal office working conditions where the noise level is quiet.
  • On rare occasion, travel to industrial plant sites and quarries, requiring the usage of personal protective equipment, e.g. hard hat, steel-toed boots, and safety glasses.



The statements included in this job description are not intended to be all-inclusive.  They represent typical elements and criteria necessary to successfully perform the job.  Other duties may be assigned as required.  Requirements for this job are subject to modification by the Company and its designees, and reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.


Visit our website for more information:

CRH Canada Group Inc. recognizes Canada’s diverse landscape. Accommodation is available upon request for applicants with disabilities throughout the recruitment and selection process.

Date Posted:  Aug 6, 2022

Job Segment: Project Manager, Manager, User Experience, Technology, Management