SENIOR TECHNICAL SUPPORT SPECIALIST 1 (Enterprise Messaging Lead/Supervisor)

City of Toronto; Toronto; On-site; CAD 90,000 - 120,000; Full time

Job summary

The City of Toronto is seeking a Senior Technical Support Specialist 1 to oversee their Enterprise M365 Messaging environment. This role involves designing and managing cloud-based solutions while leading a team dedicated to improving technology services, ensuring organizational efficiency and service delivery objectives are met.

Qualifications

• Experience with Microsoft M365 Messaging services including Exchange Online.
• Extensive experience in IT Infrastructure and Operations.
• Strong troubleshooting skills and ability to manage multiple projects.

Responsibilities

• Design, architect, and implement plans for the City’s Messaging environment.
• Lead and supervise staff for effective service delivery.
• Develop and report on detailed project plans.

Skills

Project Management

Troubleshooting

Team Leadership

Organizational Skills

Information Protection

Education

Post-Secondary education in Computer Science/Engineering

Tools

Microsoft PowerShell

Graph Explorer

Job description

Press Tab to Move to Skip to Content Link

Select how often (in days) to receive an alert: Create Alert

Job ID: 53659

Job Category: Information & Technology

Division & Section: Technology Services, Enterprise Services & Operations

Work Location: 703 Don Mills Rd. North York, ON

Job Type & Duration:Permanent, Full-time

Shift Information: Monday to Friday, 35 hoursper week

Affiliation: Non-Union

Number of Positions Open: 1

Posting Period: 28-May-2025 to 11-June-2025

Job Description

Reporting to the Manager of Cloud and Infrastructure Services and working with the City’s M365 Team, the Senior Technical Support Specialist 1 (Enterprise Messaging Team Lead/Supervisor) will be working within a large corporate technology services environment consisting of cloud environments and on-premise workloads, high capacity compute and storage systems; enterprise directories, databases and messaging systems (M365 and Exchange Online); system and security management tools. You will work with technical and security staff, business units and users to design and implement corporate-wide Technology Services strategies, policies, standards and guidelines to support the City of Toronto’s business and service delivery objectives.

In this role you will be responsible for managing the implementation, operations, service development and advanced troubleshooting of the City’s Enterprise M365 Messaging environment. As the Messaging Team Lead and Supervisor, you will implement and manage the policies, processes and operations of the City’s Exchange Online environment and associated messaging platforms and ensure the integration with the City’s corporate wide infrastructure and policies.

Major Responsibilities

Your primary responsibilities as a Senior Technical Support Specialist 1 (Enterprise Messaging Team Lead/Supervisor) will be varied. Specifically, you will:

• Design, architect, analyze and implement detailed plans and recommend policies/procedures regarding the City’s Messaging environment (M365 Exchange Online and Cisco Ironport mail gateway) and eDiscovery requirements.
• Provide senior level direction of the M365 Exchange Online and Cisco Ironport environment, services and user support including administration, configuration, security and privacy, account management, change management, capacity planning and licensing.
• Supervise, motivate and train staff ensuring effective teamwork, high standards of work quality, service delivery, organizational performance and continuous learning and encourage innovation in others.
• Supervise the day-to-day operation of all assigned staff including the scheduling, assigning and reviewing of work. Authorize and co-ordinate vacation and overtime requests. Monitor and evaluate staff performance, salary increments, hear grievances and recommend disciplinary action when necessary.
• Provide advice and consultation to business users and other technical staff to determine requirements, research solutions, evaluate alternatives, recommend policies regarding data integration, data security, licensing and product acquisition related to M365 and Messaging environments.
• Lead project teams comprised of members from other divisions and/or sections of the division, to determine requirements, research, evaluate, develop and/or acquire, implement and provide technical support for enterprise Messaging services and products to support business requirements.
• Configure and provide enterprise-wide backup and disaster recovery services in the M365 and Messaging environments to meet City policy and business recovery requirements.
• Impact change and release management processes for services, hardware and software. Provide risk assessments of changes and their impact on enterprise systems and users.
• Provide input into and administer assigned budgets, ensuring that expenditures are controlled and maintained within approved budget limitations.
• Develop, manage and report on detailed project plans. Ensure effective corporate standard system security and internal processing controls (audit controls) are maintained.
• Ensure timeliness and completion of corporate projects by providing input on project management and project planning.
• Influence project scope, monitor critical success factors, co-ordinate projects resources and report on project milestones/deliverables.
• Lead in the preparation of Request for Proposal (RFP), Request for Quotation (RFQ), and Request for Information (RFI) and participate in the evaluation and selection of technical solutions.
• Establish City wide standards related to the operability and high availability of corporate service/software/hardware/ products through the identification and resolution of service or performance problems and initiate changes to enhance problem avoidance.
• Review, evaluate, recommend and comment on emerging technologies and business innovation for improving service, reducing costs and enhancing efficiency on internal service improvement, cost efficiencies to the public.
• Work with highly confidential information; available 7x 24 while on-call to respond to critical page alerts.

Key Qualifications:

Your application for the role of Senior Technical Support Specialist 1 (Enterprise Messaging Team Lead/Supervisor) should describe your qualifications as they relate to:

• Post-Secondary education in Computer Science/Engineering or a related discipline (or an approved equivalent of education and/or work experience).
• Extensive experience with Microsoft M365 Messaging services, including Exchange Online (EXO), Exchange Online Protection (EOP), eDiscovery, Security and Compliance (Purview), Azure Active Directory (Entra).
• Experiance ensuring mail deliverability and familiarity with SMTP mail protocols and gateways, including Cisco Ironport or similar.
• Extensive experience in IT Infrastructure and Operations in an IT production environment including team leadership and supervision and implementing policies and procedures for service management and improvement.
• Experience with Microsoft PowerShell, Graph Explorer and diagnostic tools.
• Experience in information systems security, risk management with emphasis on compliance and information protection.
• Excellent organizational and project management skills.
• Strong troubleshooting skills.
• Ability to handling multiple competing priorities while working on multiple, complex, highly visible projects.

Equity, Diversity and Inclusion
The City is an equal opportunity employer, dedicated to creating a workplace culture of inclusiveness that reflects the diverse residents that we serve. Learn more about the City’s commitment to employment equity .