MAKE A DIFFERENCE

Are you passionate about providing effective and efficient IT support and looking for an opportunity to lead a group of talented individuals in an organization that is dedicated to improving the lives of residents from diverse backgrounds? If this sounds like your ideal career, then Toronto Community Housing is the place for you!
We are searching for a strategic team player with the right mix of people management and technical skills to lead a group of talented 2nd level IT Field Support team members. The Supervisor of ITS Field Support will provide supervision, direction and guidance on a daily basis for the effective delivery of IT Operational and Project support.

Leadership and Management

• Supervise, mentor, train and direct a talented team of ITS Field Support agents in a unionized service delivery environment with the objective of providing effective and efficient 2nd level desk side support and Network infrastructure services to TCHC end-users.
• Identify appropriate training and growth opportunities to support the career development of Field Support team members.
• Develop and foster an environment of trust, open, honest and direct communication between ITS colleagues and TCHC business partners.
• Develop effective communication channels and productive relationships between the Field Support team and internal TCHC stakeholders and business partners.

Planning and Design

• Contribute to the planning, design, and implementation of IT Network Infrastructure solutions within TCHC central and satellite offices; while taking a pragmatic and solution focused approach.
• Provide team direction for ongoing assessments (and remediation where needed) of current state Network Infrastructure solutions in TCHC satellite offices.
• Participate in the development of applicable ITS standards based on industry best practice.
• Ensure ITS standards are adhered to during the planning, design and implementation of applicable solutions.
• Participate in the evaluation of service procurements (e.g. RFP, RFQ, contract review, etc.) for construction, preventative, and demand service requirements and/or initiatives.
• Conduct site inspections and supervise multi-disciplinary vendors to ensure work is completed to TCHC standards and specifications.

Operational Support and Project Management

• Develop appropriate support models from a people (resource) and process standpoint to ensure the Field Support team is properly structured to provide effective end-user IT support.
• Establish and develop Standard Operating Procedures (SOP’s) to ensure the Field Support team provides a consistent and effective delivery of ITS services to TCHC end-users.
• Establish and manage Service Level Objectives (SLO’s) for applicable ITS services delivered by the Field Support team.
• Develop team (resource) work streams in support of Operational support requirements and Project initiatives.
• Ensure the Field Support team is effectively using the ITS Service Management platform to manage and coordinate the completion of end user Service Requests and Incident resolution.
• Coordinate with various TCHC and external stakeholders to successfully implement projects in which the Field Support team is involved.
• Execute established communication procedures and completion of artifacts for the effective reporting of project status to ITS leadership teams.
• Provide input to the development of ITS budgets.