IT Customer Service Team Lead

at  City of Richmond BC

IT CUSTOMER SERVICE TEAM LEAD

The City of Richmond is committed to be the most appealing, livable, well-managed community in Canada, a goal that is only made possible by developing our most valuable asset – our people. This is a great opportunity to join our team and shape our community. The City of Richmond offers competitive pay programs, comprehensive benefits and attractive incentives. If you are looking to make a difference, and to share our vision “to be the most appealing, livable, and well-managed community in Canada”, then please apply.

KNOWLEDGE, SKILLS & ABILITIES:

• Strong knowledge of fundamental operations of relevant desktop software and corporate applications;
• Strong knowledge of Windows computer hardware and operating systems to troubleshoot equipment malfunctions and configurations;
• Working knowledge of mobile device operating systems (iOs, Android, Blackberry);
• Good knowledge of networking and systems administration;
• Experience using and configuring processes within a modern IT Service Management tool;
• Proficient awareness and/or experience with current technologies used in an enterprise desktop environment;
• Demonstrated technical competency in installing, maintaining, and customizing operating computer systems from different manufacturers;
• Demonstrated application of successful conflict management and resolution skills;
• Ability to provide leadership in customer service and communication on behalf of the IT Department;
• Ability to plan and prioritize tasks to obtain the best use of staff resources;
• Ability to effectively and efficiently communicate status, including system health and problems, to IT management as they become known;
• Ability to visualize solutions mentally and communicate resolution professionally to non-technical staff;
• Ability to build strong working relationships with various stakeholders;
• Ability to create, maintain, and foster a positive customer support experience;
• Ability to multi-task and have a high degree of flexibility to adapt to changing priorities;
• Ability to remain calm under pressure and meet tight deadlines;
• Excellent oral and written communication skills;
• Ability to successfully pass a Criminal Record Check.

QUALIFICATIONS AND EXPERIENCE:

Completion of a minimum two (2) year post-secondary diploma program in Information Technology, Computer Systems, or a related technical field, supplemented by two (2) years of formal, technical, and increasingly complex work experience. Valid A+ Certification required. Experience with ITIL or IT Service Management is an asset. Experience with Project Management methodologies is also an asset. Certification or eligibility for certification with ITIL and/or Project Management Institute is an asset. An equivalent combination of training and experience may be considered.

• Allocating tasks, monitoring work progress, and motivating and energizing team members to meet deadlines and service expectations;
• Performing tasks related to measuring, monitoring, and managing incidents/requests using incident management software; listens, responds to, troubleshoots and resolves incidents as assigned; reviews section staff input on recording, tracking of incidents; ensures that incidents/requests are dispersed to appropriate staff for resolution and when necessary, reassigned/escalated to appropriate staff;
• Developing and performing procedures to gauge and document periodic inspections of services delivered to verify consistency of respectful service delivery, service results and customer satisfaction; reports results to section Manager;
• Observing service desk operation techniques to determine how effective they are and implement new techniques when old ones are ineffective;
• Performing tasks related to user accounts maintenance and deployment of software patches to City systems;
• Performing and assigning tasks related to provisioning hardware assets directly to City staff; provisioning City software to City staff remotely via deployment software;
• Providing input to senior technical staff in developing and modifying global technical setting configurations settings for corporate desktops and tablets;
• Mentoring IT Customer Service staff and ensuring staff actively participates in improving service provisioning and consistent delivery of services;
• Coordinating equipment decommissioning activities to ensure proper disposal; assigning tasks to IT Customer Service section staff; inspecting that all City identification is removed from equipment to be disposed; creating disposal summary documentation and reporting quarterly;
• Leading or coordinating a project team (planning and organizing work assignments, providing direction and coaching on work assignments, ensuring that objectives and deadlines are met and assessing and reporting project performance); projects may include large scale user onboarding, PC evergreening and development and selection of corporate hardware specifications;
• Analysing and generating performance metrics resulting in departmental and sectional reporting (examples include monthly outage report summary, team efficiency and incident category occurrence summary metrics);
• Providing input/insight to section Manager, to develop IT Support Level Agreement with City departments.