Technical Supervisor

**Requisition ID**:44665

**Company**:Vancouver Public Library is a place where learning, joy, community, and recreation (see also: fun) come together. This is where we introduce people to the books and information that could change their lives and where everyone is truly welcome.

We are the third largest public library system in Canada, with more than 800 staff members offering services at 21 locations across the city. We lend over 5 million items per year to our community, including books, streaming content, musical instruments, and more. Nearly 200,000 people attend our programs and events to learn, be inspired, and connect with others around important ideas.

We are looking for positive people with excellent customer service skills, who can confidently and respectfully deliver library services to our incredibly diverse communities. We are constantly evolving to meet the changing needs of the public; being adaptable and open to learning will help you as you start your career with VPL.

Does this sound like you? This innovative, inclusive, and rewarding workplace could be the next step in your career journey, so reach out to us today.

**Worksite**:Information Technology Systems

**Job Summary**: Reporting to the Manager, Desktop Services and Help Centre, the incumbent is responsible for the desktop support and help centre aspect of the Information Technology Systems department, including operation of the Help Centre and Desktop Support through supervision, planning, and organization of staff and projects. Responsible for providing leadership to Desktop Support and Help Centre staff in contributing to the success of the Library as a whole. The Technical Supervisor is responsible for meeting key departmental metrics, including service response time, SLA breach procedures, remote service handling, work schedules, and staff dispatch for field work.

The Technical Supervisor sets team operations and provides staff management for team of technical resources including work plan, staff development and coaching, standard procedures and documentation; demonstrates and sets expectations for the conduct of staff that adhere to the library’s policies and procedures in accordance with the Library’s vision, mission and values The Technical Supervisor acts as a project leader or technical resource on assigned projects setting work priorities, objectives and scope, and delivering desktop services to support project. The role provides advice and assistance to clients and seniors staff regarding enhancement and functionality of desktop technologies.

**Job Requirements**:
**Education/Qualifications**:

- Completion of post-secondary education with an emphasis on technology and certifications in technologies related to the work
- Driver's Licence for the Province of British Columbia

**Experience**:

- Minimum two years of experience in working in a supervisory role

**Knowledge, Skills and Abilities**:

- Considerable knowledge of computer hardware and Microsoft Windows based environments including: Microsoft Office Suites, Windows Operating Systems (desktop and server)
- Extensive working knowledge of wide and local area networks, network and computer peripherals, telecommunications equipment, and other related systems
- Considerable knowledge with the use of knowledge bases and search engines
- Thorough knowledge of current trends and industry best practices in library technology and areas of responsibility
- The ability to effectively use current technologies, acquire new technological skills, and resolve problems in a resourceful and timely manner
- Understanding of library services, collections, technologies and resources
- Understanding of the organization, its structure and roles, and strategic priorities
- Experience in technology research and making recommendations for products
- Ability to enforce rules and policies with calmness, firmness and fairness
- Ability to provide feedback, coach, and mentor others
- Ability to plan, assign, supervise work of technical staff
- Ability to learn and retain a working knowledge of roles and responsibilities of other technology groups in Information Technology Services
- Excellent interpersonal, oral, written and presentation/facilitation skills with ability to communicate at all levels within the organization
- Ability to work on multiple projects with changing priorities, strong analytical and problem-solving ability knowledge of current trends in enterprise desktop support and familiarity with the project management process
- Strong ability to condense large amounts of information into readable, understandable written and/or typed details
- Ability to troubleshoot, document, analyze and resolve a variety of technical software and network related problems
- Ability to make decisions within established guidelines or precedents
- Ability to identify trends and notify superiors, and act quickly in an emergency, if required
- Ability to work independently while interacting in