WHO WE ARE

As a recognized leader in emergency communications, E-Comm is an organization that provides first responders and the public with critical life-safety services in communities across B.C. Our people are passionate about their work and public safety. We operate two emergency communications centres - one located in Vancouver and one in Saanich. E-Comm also provides integrated police, fire call taking, dispatch services to more than 70 police and fire departments, and owns/operates the largest multi-jurisdictional, tri-service wide-area radio network in B.C. We are proud to serve communities across this beautiful province through our four operational and administrative locations in Vancouver, Burnaby and Saanich. Learn more at www.ecomm911.ca

At E-Comm 9-1-1, we are committed to building a diverse and inclusive workforce that represents the many communities that we proudly serve.

OUR VALUES

RESPECT | ACCOUNTABILITY | INTEGRITY | SERVICE | COLLABORATION

Are you a people-first IT leader who thrives in a fast-paced environment? We’re looking for an experienced IT Service Desk Supervisor to lead a dynamic team of Service Desk professionals focused on delivering high-quality technical support and exceptional customer service. This role emphasizes team leadership, coaching and mentoring, operational excellence, and performance reporting—underpinned by strong expertise in ServiceNow and ITIL best practices.

We are seeking an experienced Service Desk leader who is adaptable, proactive, and committed to fostering a culture of learning, innovation, and continuous improvement.  You will be committed to driving continuous improvement in how we support our users and deliver service excellence.

WHAT YOU WILL DO:

• Provide day-to-day supervision, coaching, and performance management for the Service Desk team
• Act as an escalation point for high-impact technical or service issues, ensuring timely resolution and customer satisfaction
• Prepare and analyze service performance metrics and reports related to ticket volumes, resolution times, SLA compliance, and customer satisfaction
• Support incident management, change management, and problem management functions
• Oversee ticket prioritization, workload balancing, and SLA compliance using ServiceNow
• Lead the development of SOPs, knowledge base articles, and team training plans
• Analyze and report on key performance indicators to support continuous service improvement
• Foster strong working relationships with internal stakeholders and promote a collaborative service culture

WHAT YOU WILL BRING:

• Bachelor’s degree in Computer Science, Information Technology, or a combination of relevant experience, training and education
• 3–5 years of experience in IT team supervision, coaching, performance management and team engagement
• In-depth knowledge of ServiceNow and its capabilities is essential
• ITIL Foundation v3 or later certification preferred
• Solid technical knowledge of IT infrastructure, support tools, and systems
• Demonstrated experience in compiling detailed reports, metrics and Service Desk KPIs
• Excellent problem-solving, communication, and conflict resolution abilities
• Results-driven mindset with a commitment to continuous improvement
• Ability to manage competing priorities in a fast-paced, service-oriented environment

SECURITY REQUIREMENTS:

As a condition of employment at E-Comm, the required Police Security Clearance applicable to the position must be acquired and maintained. This is a process carried out by our law enforcement partner agencies, facilitated by E-Comm.  The minimum residency in Canada to qualify for this position, as established by our law enforcement partner agencies, is 5 years.

To qualify for this process, a candidate may be either a Canadian Permanent Resident or Canadian Citizen. We regret any candidates under Student, Visitor, or Work Visas are not eligible for consideration.

WHAT WE OFFER: 

• Meaningful work - work with a sense of purpose, supporting the public and first-responders
• Competitive salary - with the opportunity for increases
• 4 weeks’ vacation
• Eligibility to participate in our Personal Time-Off Program
• 100% paid extended health and dental benefits
• Pension – employer matched contributions to Municipal Pension Plan, a defined benefits plan
• Career development - we are supportive in developing your skills while pursuing your career at E-Comm

Vaccination Policy: E-Comm 911 has a vaccination policy that is currently suspended. However, should the policy be reinstated, it will be a requirement for all current and future employees.

JOB DETAILS:

• Number of positions: 1
• Job status: Regular Full-Time
• Hours of work: Monday to Friday, 40 hours per week
• Wage/Salary: $105,000 to $128,000 depending on experience
• Employee Group: Exempt
• Department:  Technology Services
• Location: E-Comm Lower Mainland (3301 Pender Street, Vancouver, BC)/Hybrid
• CLOSING DATE FOR APPLICATIONS:  May 14, 2025 at 11.59pm

We are committed to accommodating persons with disabilities during the recruitment process and we will provide reasonable accommodations as requested.  If you require assistance or accommodation due to a disability, please email talent@ecomm911.ca