Manager, Expertise Centre, General Production and
2 months ago
Position Title:
Manager, Expertise Centre, General Production and Corporate Support (T & I) (Hybrid)
Status of Employment:
Temporary Long-Term (Fixed Term)
Position Language Requirement:
English, French
Language Skills:
English (Reading - C - Advanced), English (Speaking - C - Advanced), English (Writing - C - Advanced), French (Reading - C - Advanced), French (Speaking - C - Advanced), French (Writing - C - Advanced)
Work at CBC/Radio-Canada
At CBC/Radio-Canada, we create content that informs, entertains and connects Canadians on multiple platforms. Our successes and accomplishments are driven by embodying and upholding values, which include creativity, integrity, inclusiveness and relevance.
Do you think you have the ability and drive to keep up with this exciting, ever-changing industry? Whether it be in front of the camera, on air, online or behind the scenes, you would be joining a team that thrives on making connections and telling stories that are important to Canadians.
Unposting Date:
2024-05-12 11:59 PM
Behind the scenes, but ahead of the curve: help us develop the next-generation public broadcaster.
Created in 2015 to align, lighten and modernize infrastructure, the Technology & Infrastructure (T & I) team is the backbone and the future forward arm of CBC/Radio-Canada. We are the people that make stuff work. We make connections; between media content, systems, people and places. We are the space in between.
- A place with purpose. _CBC/Radio-Canada has always been a highly regarded pioneer of media technology. Not just in Canada, but around the world. Today, we’re transforming ourselves from conventional radio and television broadcaster into a modern digital media company. Technology is the driving force and we are the team making it happen.
This role is a hybrid work arrangement. Work schedule to be discussed with Hiring Manager according to the guidelines defined by the department.
Your Role
In this role, you supervise first-line IT staff supporting General Production and Corporate Services in Montreal while ensuring that all employees from departments served by your team receive the assistance they need with end-user technology.
This includes responsibility for managing all procedures involved in identifying, prioritizing and resolving user help requests, such as monitoring, tracking and co-ordinating help desk activities.
Strategy and Planning
- Ensure that the service level agreement with users is met. Manage problem resolution timelines.
- In partnership with your Expertise Centre colleagues, improve and maintain the department’s workflows and methods.
- Track the performance of help desk activities, identify issues and make recommendations to improve support quality and prevent future problems. Use quality, cost and client satisfaction metrics to achieve contracted service levels.
Operations Management
- Manage complex problems for a wide range of technology components, some of which are mission-critical. Prioritize and assess complex technological issues covering a wide range of corporate solutions.
- Ensure that systems and technologies work properly, recommending any necessary adjustments based on best practices.
- Be responsible for IT requests submitted to the help desk with the aim of finding quick, effective and long-lasting solutions.
- Create workflows, policies and escalation procedures for issues occurring during and outside business hours.
- Follow up with managers to ensure that requests have been resolved.
- Review and track the most frequent requests in order to generate statistics and develop permanent, long-term solutions.
- Determine system configuration needs based on requests, and issue recommendations.
- Identify and recommend training programs to improve users’ IT knowledge.
- Assess and resolve complex issues affecting a broad range of users and requiring detailed, in-depth analysis.
- Manage and prioritize all operational requests from the divisions under your responsibility.
Management and Administration
- Hire and manage in-house and external resources to fulfil the departmental mandate.
- Promote the importance of client service.
- Establish performance, evaluation, training and development objectives for your team.
- Play a management role with an engaging leadership style focused on promoting communication, innovation and engagement within the team and business unit.
- Monitor budgets and timelines for team deliverables under your supervision.
Qualifications:
- Significant breadth of knowledge and understanding, from a managerial and business perspective, in key areas of information technology, including available technology solutions, data management, operations support, security, business continuity and disaster recovery
- Thorough understanding of CBC/Radio-Canada business areas, corporate business plans and priorities
- Familiarity with management practices
- Understanding of and experience implementing the ITIL v3 framework
- Proven
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