Team Lead, IT

**Job Description**:
**JOB TITLE**:Team Lead, IT (Customer Service)

**DEPARTMENT**:Corporate Support Services

**POSTING NUMBER**:106701

**NUMBER OF POSITIONS**:1

**JOB STATUS & DURATION**:Full Time Permanent

**HOURS OF WORK**:35-hour workweek

**LOCATION**:Hybrid Model*- when working onsite, you will report to the location of West Tower

**SALARY GRADE**:7

**HIRING SALARY RANGE**:$ 114,550 - $128,869 per annum

**MAXIMUM OF SALARY RANGE**:$ 143,188 per annum

**JOB TYPE**:Management and Administration

**POSTING DATE**:April 15, 2025

**CLOSING DATE**:April 30, 2025

**AREA OF RESPONSIBILITY**:
This role is responsible for innovating and maintaining the Corporate Departmental technologies platforms providing data, services and solutions to related technology environments. This includes day-to-day management of professional IT staff and collaboration with operating units to meet key service deliverables for supporting the Client Care programs to meet operational effectiveness and corporate service standards. This role provides leadership to Subject Matter Experts (SME’s) within the Client Care section including mentoring, coaching and performance management.

**KEY RESPONSIBILITIES**
- ** OPERATIONAL SUPPORT**
- Provide daily direction and mentoring to IT professional staff, creating a team environment that ensures high performance.
- Review and prioritize operational tasks, project requests, and work plan schedules and assigns work duties according to technical skill of the IT professional staff in order to meet business requirements and Service Level Agreements.
- Manage resource scheduling and task execution compliance to plans and objectives. Responsible to review and participate in the development of roadmaps involving information technologies and the creation of processes and procedures for the solution builds, deployment, operationalization and monitoring.
- Plan and execute, along with team, all projects, initiatives and operational activities. Ensure that projects meet business requirements and goals, fulfil end-user requirements, and identify and resolve systems issues. Ensure regular preventive operational measures are identified and implemented to maintain Service Level Agreements. Proactively raise issues or concerns with the Manager.
- As an IT professional, provide senior level technical support to complex projects and those assigned by manager to meet operational effectiveness and corporate service standards.
- Evaluate results of integration projects, then report and make recommendations based on findings.
- Maintain technology that will feed into and align to overall IT architectural plans.
- Review Request for Proposals (RFPs) and other information technology projects documents for technology related content.
- Provide leadership and guidance in management and control of implementation processes to facilitate the successful delivery of programs.
- Make decisions on the functional requirements, oversees the development and implementation of initiatives that support business deliverables.
- ** STAFF MANAGEMENT**
- Assess, monitor section members’ performance goals, review performance against goals and discipline as required to meet operational effectiveness.
- Ensure staff compliance with regulatory provisions, i.e. Occupational Health & Safety, and the City’s policies and procedures.
- Coaches and develops staff for personal and corporate advancement through career development, training programs, and other resources to ensure continued technical and professional development.
- Interview, recruit and hire staff to meet operational effectiveness.
- ** CUSTOMER SERVICE**
- Handle and respond to escalated complex issues through effective investigation, mediation and conflict resolution.
- Answer queries and responds to requests from internal customers, vendors, consultants and the public. Is available to assist team members in the handling of complicated and escalated concerns, as well as in system emergencies, providing prompt accurate responses.
- ** RELATIONSHIP MANAGEMENT**
- Build and maintain relationships with all areas of IT and business units across the organization to have a full end to end understanding of business processes and related technology to better integrate technology and provide solutions.
- Liaise and interact with internal and external stakeholders, government agencies, consultants and vendors to establish standards and criteria for all current and future initiatives.
- ** COMMUNICATION AND REPORTING**:

- Attend and represent department on various meetings to present reports, recommendations and respond to enquiries for defined programs.
- ** CORPORATE CONTRIBUTION**
- Ensure documented plans, SOPs, methodologies, architecture models meet Corporate IT standards. Cultivate and disseminate to team members, peers and non-IT staff/users, knowledge of technology best practices which leads to technical competency and consistency within the team.
- Stay abreast of IT in