Team Lead Dles, Support Operations

Organizational Unit - University of Victoria -> VP Finance and Operations -> University Systems - Location - University of Victoria - Victoria, BC V8W 2Y2 CA (Primary) - Posting Close Date - 26 June 2025 - Please note that positions will close at 4 p.m. on the closing date. - FTE - 1.0 - Salary Grade - $91,290.00 - $118,764.00 - Additional Posting Information - N/A - Salary posted will be pro-rated based on FTE and achieved as per the collective agreement, if applicable. - Classification - SG15 - Start Date - 7/4/2025 - End Date - 7/4/2027 - Employee Group: - PEA - Term - # of Hires Needed - 1 - Category - Computers, Hardware, Computers, Software, Customer Service, Customer Service and Call Center, Information Technology - About this Opportunity The University of Victoria is one of Victoria's largest employers and one of Canada’s best diversity employers. Together we are more than 5,000 dedicated faculty, librarians and staff supporting the University of Victoria’s diverse academic programs, world-class research and commitment to civic engagement. **_*This position is eligible for a Hybrid Work Arrangement*_** **The salary range for this position is**: - **Recruitment range: $91,290- $100,665 starting salary** determined by the PEA Collective Agreement. - **Performance range: $118,764**salary range ceiling is available through annual performance increases. - Job Summary **Mandate**: Reporting to the Director, Digital Learning Environment and Support (DLES), the Team Lead, Support Operations is responsible for providing senior human resource, technical, and process leadership within the DLES team to provide IT support to students, faculty, staff, and community members at the University of Victoria. This position manages staff who respond to service requests and incident reports for IT services delivered by University Systems, maintains tools and processes to achieve service levels, and monitors service performance by gathering and responding to metrics such as client satisfaction surveys. IT knowledge required includes but is not limited to enterprise networking; identity and access management; Windows, Mac, and Linux computer support; audiovisual technology; and end user software such as Microsoft 365. **Objectives**: - Plan and oversee service request and incident management processes in alignment with IT Service Management (ITSM) standards - Manage support operations including tools, software, services, and procedures used to throughout the support request lifecycle from issue identification, resolution, and follow-up - Supervision of the Computer Help Desk team including recruitment, performance development, coaching, work prioritization, and scheduling - Identify solutions to respond to challenging problems escalated by the Computer Help Desk - Research and recommend improvements to support processes in consultation with stakeholders across the university and peers across the IT sector - Manages small to medium projects to deliver new or improved IT support tools for the campus Due to the critical, time-sensitive nature of the Digital Learning Environment and Support portfolio, this position must be able to act effectively under pressure and be able to diagnose problems and direct their solution quickly and accurately. This position may require you to work outside of normal working hours in an emergency or pre-scheduled basis. - Job Requirements This position requires a level of education, training, and experience equivalent to an undergraduate degree in Computer Science, Engineering, IT, Business or other relevant discipline and a minimum of 5 years of experience including: - Experience supervising staff - IT Help Desk or equivalent function providing support to clients - Experience resolving complex IT problems related to Windows, Mac, and Linux computers - Experience as a senior level (tier 2/3) resource for complex IT problem escalation and resolution An equivalent combination of education, training, and experience may be considered. Knowledge, skills, and abilities include: - Commitment to valuing diversity and contributing to an inclusive and respectful working and learning environment - Demonstrated administrative and organizational skills - Demonstrated experience leading and motivating a team of professionals - Ability to mentor and coach technical staff and act as a trusted resource to solve escalated issues - Ability to schedule and prioritize work to achieve stated goals on time - Demonstrated ability to develop work plans for supervised staff and monitor progress to ensure goals are met - Experience working with ITSM best practices and tools to deliver IT support that meets and exceeds key performance indicators - Demonstrated ability to author reports summarizing data, trends, and recommendations - Experience writing technical documentation for IT support staff and plain language user documentation for a non-technical audience - Ability to identify and analyze issues with com