The Infrastructure & Operation Division (IOD) within the Chief Information Officer Branch (CIOB) is modernizing its Service Desk operations, including the implementation of an appointment-based IT support model and the elimination of walk-in services. As part of this transformation and the lack of resources, there is an increased need to provide dedicated, high-quality support to VIP users, including executives and senior leadership, whose operational effectiveness relies on immediate and reliable IT services.

Current Service Desk structures and resource availabilities do not fully address the unique needs of VIP users, such as priority response, personalized service, and proactive issue management. To support business continuity and executive operations, a dedicated “go-to” VIP Service Desk team is required to enhance service delivery, improve response times, and ensure a consistent, premium support experience.

Primary Responsibilities Install, monitor, upgrade and maintain operating systems Install, monitor, upgrade and maintain hardware and software Work with Business Analysts, Project Managers, Developers, and clients/stakeholders to maintain and improve software performance Apply problem solving skills to troubleshoot and resolve technical problems Ensure timely and reliable system administration procedures, such as backup and/or recovery Analyze system performance and recommend improvements Act as the primary point of contact for VIP users for all IT-related issues and service requests. Provide white-glove, client-focused support including in-person, remote, and scheduled appointment-based assistance. Troubleshoot and resolve hardware, software, network, and mobile device issues with a high degree of urgency. Proactively monitor VIP user environments to identify and address potential issues before service disruption occurs. Coordinate and escalate incidents with internal IT teams, third-party vendors, and service providers as required. Track, document, and manage incidents and service requests using the departmental ITSM tool, ensuring accuracy and completeness. Maintain clear, timely, and professional communication with VIP clients regarding issue status and resolution timelines. Support onboarding/offboarding of VIP users, including equipment setup, configuration, and security compliance. Ensure adherence to departmental policies, ITIL best practices, and Government of Canada standards for service delivery and security. Contribute to continuous improvement initiatives for VIP support services, including process optimization and knowledge sharing.

Must have Must have Secret clearance Must be bilingual Must have 5 years of experience in the last 10 years working with Business Analysts, project managers, developers and clients/stakeholders to maintain and improve software performance. Must have 5 years of experience in the last 10 years installing, monitoring, upgrading and maintaining operating systems Must have 5 years of experience in the last 10 years in applying problem solving skills to troubleshoot and resolve technical problems

Please note, this is a real and current job vacancy. Morson Edge does not use artificial intelligence to screen or select candidates.