Supervisor, Technical Support

2 weeks ago

Burlington, Canada City of Burlington, Ontario Full time

Position Type:
Regular Full Time (RFT)

Closing Date:
April 3, 2024

Salary/Wage Range:
$98,892.00 - $123,615.00

Working for the City of Burlington

A great career is closer than you think. Come work for the City of Burlington, where you'll be joining an innovative and progressive workplace focused on building a 21st century city that respects the diversity of our residents, visitors and employees; and prioritizes continuous opportunities for you to learn and grow.

We don't just spend time attracting the best talent. We spend time and resources to keep the best talent. This may include: flexible working hours, mobile and hybrid working arrangements, a great pension and benefits package, as well as programs to foster innovation and leadership.

Hours of Work

35 hours per week

Department

Burlington Digital Services

Location

Position Overview

**Responsibilities**:
Reporting to Director, Information Technology the Supervisor, Technical Support will be responsible for:
- Supervising (roughly 9 total staff - PT, FT and students) to resolve any issues, provide guidance and direction, answer questions, assign tasks, help train and plan the upcoming weeks work, including bi-weekly meetings. Provides training opportunities for staff’s professional development.- This position tracks the City's device inventory and procures hardware such as laptops, desktops, software licenses and other peripherals. Manages the budget for these devices as well. As well as managing, evaluating, and negotiating contracts with technology vendors and maintain relationships for procurement and support.- Deploying hardware to staff in an efficient and timely manner. Maintain end user technology through upgrades, patching and lifecycle management. Ensure that all assets are effectively tracked and inventoried appropriately.-
- Delivering a high level of customer satisfaction within the City. This is done by providing a consistent customer experience by ensuring that staff technology issues are resolved in a timely fashion and that all requests are handled promptly and efficiently. Provide self service tools and end user training. Monitoring real time operational conditions and making adjustments as necessary to maintain the overall efficiency of the operation within the team.- Attending both departmental and project meetings to provide recommendations and guidance in regards to end user technology in order to meet business service requirements, including devices such as mobile phone, tablets, PC's and required software requirements and the configuration of this software/hardware.- Developing and executing plans for IT projects and business wide initiatives.- Managing the maintenance and enhancement of the IT infrastructure, encompassing laptops, desktops, and AV hardware.- Regular communication with various departments to ensure their IT needs are met. Conducting research to determine the best solution for the corporation.- Managing technical enhancements and upgrades to technology.

**Requirements**:
You have a post-secondary degree/diploma, plus a minimum of four (4) years progressive work experience in a IT environment.

Must have extensive knowledge and experience in both hardware and software around end-user computing area, including but is not limited to desktops, laptops, tablets, and phones. This also includes related areas such as Microsoft 365, computer networking, user account management, network folders and data storage. Software and hardware licensing and vendor management experience is also expected.

The individual in this role should have a strong background in team leadership and management. The position is also expected to have a results-oriented mindset and foster an environment of continuous improvement.

Knowledge and certification in ITIL and/or other service management frameworks would be considered assets.

Accommodations

if you require accommodation to ensure your equal participation in the recruitment and selection process.

Note to Applicants:

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