Team Leader, Field Services

4 weeks ago

Toronto, Canada Toronto District School Board Full time

No.: CUPE C-23-0175UTE
POSTED: June 19, 2023

DEADLINE: 4:30 p.m. June 27, 2023

**Team Leader, Field Services**
1 - Acting Position

**Information Technology Services**
**CUPE Local 4400, Unit C - Grade M (12 Month)**

**$35.44 per hour
**(It is anticipated that the acting assignment will end on December 31, 2023)
**The Toronto District School Board adheres to equitable hiring, employment, and promotion practices.
- Reporting to the Supervisor, Field Services, the Team Leader, Field Services will provide support in _
- the day to day operations of Field Services. Responsibilities will include: _
- _Coordinating the workflow and activities of an assigned group of Field Services Specialists _
- including work/ticket assignment, resolution of escalated issues and ensuring adherence to _
- service level agreements; _
- _Providing direction in the troubleshooting of complex problems including the design and co-_
- ordination of responses; _
- _Providing support with planning, coordination and implementation of large-scale roll outs, _
- migrations and special projects; and _
- _Liaising with business, central, facilities and school-based staff required.**Summary of Duties**:
Assist the supervisor in the effective delivery of the day-to-day service activities including

scheduling of staff to ensure a timely and effective response to the end user’s technical
requirements;
Provide direction and guidance to Field Service Specialists including coordinating, planning
and scheduling of workflow, activities and ticket assignment;
Resolve and troubleshoot escalated issues;
Maintain/monitor and report on service level agreements, operational procedures,

escalation procedures and standards;
Oversee the installation of Windows, Mac, Chrome, iOS, and Android operating systems;
Oversee support for client printers, projector setups, interactive learning technologies,

video streaming devices and other “internet of things” devices that connect to TDSB
network;
May assist in the evaluation of RFP of devices, peripherals and software and help conduct
its implementation;
Maintain support of wired and wireless network infrastructure, oversee the installation,
upgrade, configuration and maintenance of network elements, switches, wireless access
points;
Plan, co-ordinate and implement technical support for large-scale rollouts, migrations,
special projects, site surveys in collaboration with other Field Services team members and
IT staff;
Assist in the evaluation, research and development, on an on-going basis, of hardware and
software installation procedures for new technologies and/or updates;
Train/coach/support administration, staff, teachers, and students, on basic computer
operations and troubleshooting;
Plan/design/deliver technical workshops and training to support Field Services staff on new
technologies including tools, ITSM processes, documentation, knowledge base articles etc;

Remain current with the constantly changing computing devices and software technology
relative to education's instructional and administrative operations;
May be assigned to work in other functional areas of IT; and
Other related duties as assigned.

**Qualifications**:
Three-year Community College Diploma in Computer Technology, Engineering, or related

technology field and three years related experience in a computer technology environment,
or an equivalent combination of education and experience;
Experience in configuring Windows, Mac OS, Chrome OS, iOS, and Android devices;
Technology training, courses and certifications for TDSB vendor related products including

Microsoft, Apple, Android and Chrome Operating Systems, Cisco, Meraki, ITIL and ITSM;
Understanding and Knowledge of cloud-based platforms (e.g. Office 365, Google

Workspace, Mobile Device Management, Service Now, PowerSchool-Student Information
System);
Understanding of computing device technologies and peripherals including operating
telecommunications networks, diagnostic software, anti-virus programs and recovery
procedures;
Understanding of the installation, maintenance and configuration process of network
elements, including: switches and wireless access points;
Knowledge of site survey process, wireless networks;
Understanding of the maintenance and configuration of mobile devices, such as Smartphones,

tablets and laptops;
Knowledge of computer software and hardware including equipment operation, cable and

installation procedures to install, test, and maintain equipment;
Ability to provide direction and guidance to staff and proven team building skills;
Excellent oral and written communication skills, interpersonal, organizational and project

management skills;
Strong analytical, reasoning, and problem-solving skills;
Proven experience providing assistance to clients by responding to end-user problems, and

providing instruction and advice on operation and use of equipment with a customer service
focus; and

Proven ability to work under pressure and c

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