Supervisor, Its Infrastructure

**Job Req ID**:1159**Department**:Infrastructure OperationsSupervisor, ITS Infrastructure

**Job Number**:1159**Job Type**: Full-Time
- **Temp Contract Length**:
**Location**: 150 Frederick St - Regional Admin Headquarters
- **Job Category**: Information Technology
- **Number of Positions**:1
- **Department**: Infrastructure Operations
- **Division**: Corporate Services
- **Hours of Work**: 35
- **Union**: Management/Management Support
- **Grade**: Management/Management Support Grade 07
- **Salary Range**: $53.75 - $67.19 per hour**Our Story**:

- Committed to fostering opportunities for current and future generations, the Region of Waterloo is an inclusive, thriving and sustainable region of connected rural and urban communities with global reach. Our mission is to serve, engage and inspire, by delivering quality services to a diverse population of 630,000+, while creating a healthy, collaborative environment of learning, respect and innovation.- This is a place where employees are valued and recognized for their talents and contributions to our success. Our employees take pride in making a difference in people's lives through the work that we do. We are looking for people like you to help make it happen.The Role
Supervises ITS infrastructure service operations and responds to escalations from all areas of the business and within ITS. Ensures documentation and processes are in place and maintained at least quarterly. Works with other ITS staff and clients to ensure services and solutions are delivered in a cost-effective, secure, and business focused manner.
Duties/Responsibilities
- Supervises ITS analysts. Administers contracts with vendors, contractors, and consultants.
- Designs support services processes and procedures to address requests from business areas. Applies industry best practices and due diligence to ensure a strategic approach to support services.
- Ensures technology components are procured for the best value for the Region. Performs cost-benefit analysis and communicates with clients and senior ITS management.
- Oversees delivery of corporate-wide incident and service request management processes to ensure fast, efficient resolution for issues impacting regional services.
- Acts as a key lead resource within the ITS disaster recovery program and works with Emergency Management to keep the program current.
- Uses a best practice approach to support ITIL framework-based service delivery. Manages tier 2 support and escalations including incident, problem, and change management activities. Ensures configuration items (CI) are kept up-to-date and manages CI lifecycle from deployment to decommission and destruction.
- Ensures security policies, processes, and procedures are being adhered to within the team and within the business. Acts as the point of escalation for issues that require escalation to achieve resolution. Manages business needs alongside ITS process and procedural needs to provide services and support.
- Maintains contracts with suppliers that ensure service level agreements, response times, and recovery targets align with the organization’s business needs.
- Participates in and chairs meetings with all levels of the business. Works with ITS staff and clients to plan projects, determine system requirements, identify and recommend solutions, and provides cost estimates.
- Holds a P-card and has signing authority within delegated limit. Allocates costs to appropriate departments via a chargeback process. Helps prepare and manage the ITS budget. Participates in infrastructure capital planning processes.
- Performs related duties as required.
- Knowledge, Skills, and Abilities
- Knowledge, skill, and experience working with IT infrastructure technologies (e.g., servers, virtualization, storage, networking, security), including on premise, cloud, or hybrid cloud approach. Knowledge of life-cycle management, and inventory management. Holds a related degree/diploma, or a combination of related education and experience.
- Knowledge of and ability to comply with policies, procedures, and related legislation (e.g., privacy).
- Knowledge of project management tools, and ITIL service management framework for planning, building, and deploying IT services.
- Advanced analytical, technical, and problem-solving abilities as it relates to ITS infrastructure.
- Leadership and communication skills, with ability to supervise, train, develop, motivate, and support staff; provide guidance, instruction, and information to contractors; and participate as an effective team member.
- Ability to keep knowledge and skill current though continuous learning.
- Ability to flex schedule to meet deadlines, respond to system issues, and provide support to extended and 24/7 operations.
- Ability to travel within and occasionally outside Waterloo Region.
- Ability to support and demonstrate the Region’s values.
- The Region of Waterloo is an equal opportunity employer committed to an inclusive, barrier-free rec