We are committed to providing an inclusive and barrier-free work environment, starting with the hiring process. If you need to be accommodated during any phase of the evaluation process, please use the Contact information below to request specialized accommodation. All information received in relation to accommodation will be kept confidential.
CIHR offices are located in Ottawa, Ontario; however, CIHR employees are currently working within flexible work arrangements. Operational requirements will determine the need for on-site presence and/or relocation and may change over time. The hiring manager will discuss these details with candidates, as applicable.
The IT Service Desk Senior Lead provides a senior leadership role to oversee the Service Desk staff and effectively coordinate and support organizational computing and telecommunication resources to deliver a world class client support experience to CIHR executives, employees, institute staff and external clients and stakeholders. The incumbent of this position is responsible for the delivery of services that are critical to support effective operations of the organization.
WHO ARE WE?
The Canadian Institutes of Health Research is a federal government agency that provides funding to support the work of thousands of health researchers. CIHR's mission is to support a healthier Canada by leading investment in innovative and collaborative research and helping to solve our health care challenges today and in the future. Composed of 13 Institutes, CIHR provides leadership and support to more than 13,000 health researchers and trainees across Canada. Are you looking for new challenges in a dynamic team? Are you looking for an environment where your expertise is recognized and heard?
If you answered yes to the above, then come join our team!
WHY WORK AT CIHR?
CIHR is dedicated to creating a healthy and stimulating work environment. People are the foundation of our organization. As a member of a CIHR team, you will become part of a diverse community where teamwork and the sharing of ideas amplifies our effectiveness. In addition to a dynamic environment where your work is valued by senior management, CIHR offers excellent conditions that set the agency apart from other employers. For instance, employees enjoy:
• Competitive salary scale: bilingual bonuses and performance pay
• Progressive work environment
• Hybrid Work Model
• Seamless transition for public servants
• A great work-life balance
As a Government of Canada Agency, CIHR employees are considered public servants and receive the same pension and benefits as the core public administration.
The CIHR is a separate agency of the Government of Canada, which allows us to establish human resources policies and programs that meet our specific needs. We encourage existing public servants to contact the email address below for questions related to transferring to a separate agency.
The intent of this process is to staff one (1) position for a term ending on May 25th, 2026. A pool of pre-qualified candidates may be established to staff future identical or similar positions within CIHR with various tenures (assignment, specified period or indeterminate), various security clearance levels and/or various bilingual linguistic profiles.
Positions to be filled: 1
Your résumé.
EDUCATION
Graduation from a two-year program of study from a recognized post-secondary institution in computer science, computer programming, information technology, or other specialization relevant to the position OR an acceptable combination of education, training and/or experience.
EXPERIENCE
• Experience leading an IT Service Desk environment supporting: Email Service, Windows computers and desktop applications, network account management and smartphone devices;
• Experience in collaborating and maintaining relationships with various stakeholders, which includes executives as well as internal and external clients and vendors;
• Experience in developing, implementing, and overseeing procedures to ensure high quality and effective delivery of customer service levels; and
• Experience in people management such as supporting IT Technicians, schedule management, training and developing team members.
EXPERIENCE
• Experience monitoring and controlling an inventory of laptops, tablets, printers, peripherals, phones and parts and identifying procurement requirements;
• Experience providing direct technical support services for computer systems, mobile devices, software, telecommunications, and audio-visual technology;
• Experience analyzing performance of Service Desk activities, identifying problem areas, and identifying solutions to prevent future problems; and
• Experience supporting boardroom hybrid meeting technologies.
KNOWLEDGE
• Knowledge of current and emerging trends in the fields of information technology, information management, desktop hardware, peripheral devices and desktop software;
• Knowledge of the M365 software suite;
• Knowledge of Microsoft Entra (Active Directory);
• Knowledge of Service Desk ticketing system;
• Knowledge of the ITIL Service Management framework; and
• Knowledge of the government of Canada procurement processes.
Bilingual - Imperative (CBC/CBC)
Information on language requirements
COMPETENCIES
• Adaptability
• Judgement
• Working with others (Collaborating and Relationship Management)
• Planning and Organizing
• Initiative
• Communication (Oral and Written)
Reliability Status security clearance
The Public Service of Canada is committed to building a skilled and diverse workforce that reflects the Canadians we serve. We promote employment equity and encourage you to indicate if you belong to one of the designated groups when you apply.
Information on employment equity
1) The CIHR is committed to having a skilled and diversified workforce representative of the population it serves. In an effort to improve representation in the executive ranks to reflect Canada’s diversity, preference may be given to candidates who, at the time of application, indicate that they are belonging to one of the following Employment Equity groups (self-declaration): Indigenous peoples, Women, Visible Minorities and Persons with Disabilities.
2) We would like to thank all candidates who apply. Only those selected for assessment will be contacted. We will communicate with you regarding this process by email. Applicants should use an email address that accepts messages from unknown senders (some email systems block such messages). If you do not respond to our communications, we will interpret this as your withdrawal from the process.
3) From amongst those candidates that meet the essential criteria of education and experiences; CIHR may select a certain number of candidates that most closely meet the position requirements to participate in the next selection phase.
4) For questions, please contact .
We thank all those who apply. Only those selected for further consideration will be contacted.