IT Supervisor, Business Relations

2 weeks ago

Lindsay, Canada City of Kawartha Lakes Full time

**Job Brief**:
The Supervisor, Information Technology (IT) Business Relations, is responsible for the implementation and oversight of specific IT programs and processes in order to achieve corporate and departmental strategic objectives.
- Employment Status:
**Permanent Full time**
- Union:
**NON-UNION**
- Open To:
**Internal/External Applicant(s)**
- Closing Date:
**25/02/24**
- Duration (if temporary):
**N/A**

Annual Salary $105,183 - $123,026 (2024)

Reports To Chief Information Officer

Department Corporate Services

Location 26 Francis St., Lindsay, ON.

Hours Permanent, Full-time. Normal working hours are 37.5 hours per week with core working hours between 8:00 am and 5:00 pm EST.

Other Combination of general office environment and occasional off-site travel, such as attending meetings, conferences and departmental emergency situations, which may be outside of normal working hours.

**Position Summary**

Under the direction of the Chief Information Officer, this position is responsible for the implementation and oversight of specific Information Technology (IT) programs and processes in order to achieve corporate and departmental strategic objectives. Key responsibilities of this position include ensuring a positive customer experience for stakeholders accessing IT services; leading the Business Relations unit to work collaboratively with City departments to support and enable the evolution of services through strategic, innovative and effective use of technology.

**Specific to this role**:

- Provide effective leadership and direction in the coordination and management of the City’s overall IT customer experience to ensure needs are met within the organization, and supervise the Client Support staff of the IT division
- Create and maintain a consistently positive customer service experience for clients while increasing efficiency, first-call resolution, and end-user satisfaction with the Service Desk
- Provide tier I client support and act as representative of IT as liaison with all business units
- Work closely with senior management team to accomplish positive business stakeholder relations with a focus on achieving successful enterprise outcomes in support of strategic goals
- Implement Business Relationship Management Practices: drive business value into the organization via innovative technology solutions; improve ability to meet and exceed business goals and objectives; enhance ability to executive business activities to meet end customer requirements and expectations
- Enable organizational change by providing customers with the necessary information and support to aid with adaption and transition to technology related change
- Foster innovation through technology; articulate and support the direction of IT innovations
- Establish a project intake process using Project Management principles; assist business units in the preparation of new project requests
- Build key communication documents to effectively communicate the IT strategy, priorities and initiatives, success stories, and provide performance updates to IT staff and management
- Provide strategic communications by conveying technology vision to the organization in order to help stakeholders take advantage of existing and evolving innovations; ensure capability and direction are conveyed and understood as intended
- Act as a touch point with peers in other municipalities
- Align IT-enabled services and service levels with business needs and expectations, including identification, specification, design, publishing, agreement, and monitoring of IT services, service levels, and performance indicators
- Administer the review of IT procurement and the development, monitoring and control of client support services and technologies related capital and operating budgets; attend Council budget sessions to respond to questions as necessary
- Lead IT Steering Committees and project governance.

**As a member of the leadership team**:

- Regularly develop improved methods, procedures, and techniques relating to programs that achieve effective and efficient operations
- Demonstrate leadership and coordination in assigning work activities as required, ensuring equipment and resources are sufficient to enable successful completion of assignments
- Ensure collaborative partnerships are formed and maintained inside of the organization
- Demonstrate leadership in supporting team members, providing feedback and/or improvement opportunities as needed
- Research, quantify, facilitate and coordinate delivery of training needs to staff
- Manage customer service concerns, investigating, problem solving and responding as appropriate with solutions
- Procure services and goods related to areas of responsibility, including the authorization of time off requests, time worked and overtime costs
- Contribute to the development of annual program needs
- Manage stakeholder interactions in the supply and receipt of information, including the analysis and resoluti

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