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Supervisor, Service Desk & User Administration

Date: May 21, 2021

Location: Winnipeg, MB, CA, R3C-3P1 Saskatoon, SK, CA, S7H-0W5 Halifax, Nova Scotia, CA, B3J-1G5 Edmonton, AB, CA, T6E-6A8 Vancouver, British Columbia, CA, V6J-4Y3 Toronto, ON, CA, M2P-2B7 Kitchener, ON, CA, N2G-1H6 Calgary, AB, CA, T2R-0E4 Regina, SK, CA, S4S-6X3 Moncton, New Brunswick, CA, E1E-4R5 Nepean, ON, CA, K2E-7W5

Company: Wawanesa Insurance


Wawanesa Mutual Insurance is one of the largest property and casualty insurers in Canada with $3 billion in annual revenues and assets of more than $9 billion. Wawanesa Mutual, founded in 1896 with executive offices in Winnipeg, is the parent company of Wawanesa General, which offers property and casualty insurance in California and Oregon, and Wawanesa Life, which distributes life insurance products and services throughout Canada. With over 3,500 employees, Wawanesa proudly serves over two million policyholders through nine regional offices and 41 service offices in Canada and the United States.  Wawanesa actively gives back to organizations that strengthen communities where it operates, donating well above internationally recognized benchmarks for excellence in corporate philanthropy.
We are currently looking for dedicated, driven, and enthusiastic individuals who thrive in an environment that welcomes change and are looking for an opportunity for diverse experience, advancement on a growing team.


Job Overview

Working under general supervision, this job contributes to Wawanesa’s success by ensuring quality customer service and first level support for failures/service requests following our defined ITIL processes; provided to our internal staff within established service level targets.


Job Responsibilities

  • Achieve Service Desk and User Administration operational objectives by setting team priorities, monitoring and assigning day to day activities, identifying and addressing process gaps, completing audits; implementing change and providing regular feedback regarding any process issues.
  • Establish, maintain and foster positive working relationships with IS and business teams and leaders.
  • Work closely with departmental Leaders to ensure staff are working in compliance with IS internal policies and procedures.
  • Help lead future state planning, implementation and design of User Administration process and automation of manual tasks.
  • Respond to escalations from colleagues by validating the urgency and working with Tier 2 teams for priority fulfillment.
  • Participate in the Critical High Incident / Impact Management Process (CHIIMP) by working in an on-call rotation to provide administrative support to Duty Managers and Technical Owners during P1/P2 incidents. 
  • Oversee and coach a team to ensure work environment is respectful, challenging, and rewarding, and employees are maximized to their full potential while contributing to the achievement of the company’s goals.
  • Develop and increase the capability and skills of the current team.
  • Document existing workflow/current business processes, and aid in prioritization of IT service requests.
  • Ensure effectiveness of the User administration process; by working closely with the ServiceNow administration team to ensure request items and workflows are optimized.
  • Perform process gap analysis through regular audits/reports of Incident Management and Request Management processes and proposes plans to the Manager, Service Delivery to close gaps with the aim to continually improve the performance of Service Desk and User Administration to meet best practices and industry standards
  • Participate in Change Advisory Board (CAB) meetings, bringing attention to changes that may impact the Service Desk or User Administration
  • Facilitate regular team meetings with staff; produce minutes and track action items
  • Update job knowledge by studying trends in and developments in Service Desk and Service Management, participating in educational opportunities and reviewing professional publications
  • Contribute to budget preparation and manage to forecast
  • Perform other duties as assigned.


  • Post-Secondary degree in Management Information Systems/Computer Science or equivalent combination of education and experience
  • Minimum 5 years’ experience in a diverse Information Technology environment, with increasing level of responsibility
  • ITIL Foundations certification or comparable course
  • ITIL Expert or Managing Practitioner an Asset
  • Strong organizational skills; ability to balance multiple tasks simultaneously.
  • Detailed knowledge of Service Desk and User Administration procedures
  • Experience with a Service Management system, such as ServiceNow
  • Experience with Active Directory
  • Expert with Microsoft Office tools
  • Strong leadership acumen, self-awareness and ability to self-develop while also coaching and developing others
  • Strong communication skills across all levels of the organization 
  • Capable of working independently, collaboratively and proactively 
  • Demonstrated ability to show initiative and drive progress and improvement 
  • Ability to organize and time manage with a sense of urgency and priority to fulfill all deadlines and objectives



Wawanesa provides its employees with a respectful, challenging and rewarding environment where they can maximize their potential while contributing to the company’s goals. Our employees are provided with highly competitive compensation packages (salaries, generous vacation allowance, leave top up, goal achievement plan, premium free benefits and a pension plan).  Wawanesa provides a stable and rewarding environment for its employees in today’s challenging markets.

The health and safety of our employees is our top priority. In response to the COVID-19 pandemic, the majority of our workforce is currently working from home.

If you are interested in this exciting, challenging position with Wawanesa, apply today with your Resume.

Accommodations are available as needed for all applicants.