Supervisor IT Group

2 weeks ago

Vancouver, British Columbia, Canada The City of Vancouver Full time

Requisition ID:39304

Organization


Located on the traditional, ancestral and unceded lands of the xwməθkwəy̓əm (Musqueam), Sḵwx̱wú7mesh (Squamish), and səlilwətaɬ (Tsleil-Waututh) Peoples, Vancouver has a commitment to becoming a City of Reconciliation.

Vancouver consistently ranks as one of the world's most liveable cities and is working towards being the greenest city in the world.

Named among Canada's Top 100 Employers, BC's Top Employers, and Canada's Greenest Employers, the City of Vancouver seeks colleagues who can help shape and embody our core commitments to sustainability, decolonization, equity and outstanding quality of life for all residents.

Consider joining our committed team of staff and being part of an innovative, inclusive and rewarding workplace.

Main Purpose and Function


The ServiceDesk Supervisor role is responsible for supervising the day-to-day operations of the ServiceDesk, including managing a team of up to 2 Specialists and 10 Technicians.

The position will be responsible for monitoring and meeting key operational metrics (Service Level Agreements and Key Performance Indicators) and making tactical decisions to affect immediate changes based on a dynamically changing operational environment.

The supervisor will be responsible for setting operational procedures, identifying trends, working with the Customer Experience Team for service improvements, and acting as an escalation point for critical issues.


The supervisor will be responsible for the development of their team, including Quality Assessments, determining future interests, and coordinating relevant training, job shadowing and acting opportunities to provide succession planning within the ServiceDesk.

The supervisor will act as a stakeholder on assigned Technology Services related projects.

The role will provide advice and assistance to clients and senior staff regarding enhancements and functionality of Technology Services rollouts.

Work is performed under general supervision and requires the exercise of considerable discretion and independent judgement within established guidelines.

Specific Duties and Responsibilities

Team Leadership and Supervision:

  • Plans, organizes, and directs the work of Technicians and Specialists, including work schedules (coverage hours, staff time off, and overtime/standby)
  • Establishes service levels and sets priorities
  • On boards new staff efficiently including all access permissions and hardware / software needs
  • Ensures training of new and existing team members, including detailed training programs and ongoing coaching, mentoring and skill development
  • Conducts quality assurance by establishing and monitoring performance standards best practices
  • Participates in performance planning and review
  • Provides direction and supports daily operations and works closely with the ServiceDesk Manager to identify, implement, and support solutions
  • Ensures standard processes and procedures are being followed by the team when performing duties, including work safety
  • Manages work tasks including tickets, Knowledge Base Article creation, approvals, internal desktop support, and special projects that arise
  • Monitors escalations and assigns staff as required; escalates and notifies senior resources as required
  • Creates reports on staff and ticket queue metrics for weekly, monthly, quarterly, and annual reporting
  • Schedules resources as required for planned work (largescale rollouts, poweroutages)
  • Acts as a single point of contact and support between the ServiceDesk staff and the Technology Services groups

Operational Management:

  • Supports the delivery of highquality service in timely manner
  • Oversees and coordinates the ServiceDesk's interactions with customers
  • Builds and strengthens relationships between Technology Services and customers
  • Responds to escalations and urgent requests
  • Identifies trends for tickets and service requests and recommend actions to proactively reduce or eliminate the occurrence of these instances
  • Ensures nonstandard service requests include review to ensure customer needs are fully captured during intake process
  • Proactively identifies problems, creates ticket, advises team responsible, reports up and communicates issue as needed (Portal, IVR, City-Wide Broadcast) and follows up for resolution
  • Participates in resolving complex tasks; investigates and assists in resolving the more difficult technical issues, provides technical advice to staff and maintains relationships with a wide variety of stakeholders groups
  • Ensures knowledge articles are current and updates/changes are communicated to the team; takes ownership of KBA reviews, edits, and publication to the knowledgebase
  • Provides input into new product and service launches, and redirects feedback to appropriate teams post launch
  • Provides software technology support for current and new programs used in all facets of City operations (M365, Exchange, VanD

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