SENIOR TECHNOLOGY ANALYST SUPERVISOR

City of Toronto; Toronto; On-site; CAD 85,000 - 110,000; Full time

Job summary

A municipal government is seeking a Senior Technology Analyst Supervisor to oversee IT Asset Management and lead teams in providing technical support and system security. The ideal candidate will have extensive experience in IT, particularly with ServiceNow and hardware management. This full-time position is based in Toronto and offers a collaborative work environment focused on customer service and continuous improvement.

Qualifications

• Extensive support experience in a large business environment reliant on IT.
• Experience leading IT Hardware Asset Management operations.
• Considerable expertise in ServiceNow.
• Experience in IT project management.
• Strong communication skills across organizational levels.

Responsibilities

• Implement detailed plans for program specific requirements.
• Supervise and motivate staff to ensure high work quality.
• Provide expertise in large-scale corporate computer systems.
• Ensure security of corporate computer systems and user access.
• Contribute to disaster recovery and business continuity plans.

Skills

IT Asset Management (ITAM)

ServiceNow

Problem solving

Customer service

Team leadership

Education

Degree or diploma in computer/technology field

Tools

Inventory control systems

Job description

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• Division & Section: Technology Services, Enterprise Services & Operations
• Job Type & Duration: Full-Time, 2 Temporary (12 months and 24 months) vacancies
• Shift Information: Monday to Friday, 35 hours per week
• Affiliation: Non-Union
• Number of Positions Open: 2
• Posting Period: 14-Aug-2025 to 28-Aug-2025

Job Summary:

To provide hardware, operating system infrastructure, security, audit service, reporting, and technical and administrative support for corporate and enterprise business solutions. To provide integration with Divisional business requirements including architectural design and implementation, capacity planning, technical analysis, enterprise data storage and integrity solution through large-scale backups/restores, disaster recovery strategies, security, performance and scalability, reviews, accountability, and monitoring requirements.

Major Responsibilities:

• Implements detailed plans and recommends policies/procedures regarding program specific requirements.
• Supervises, motivates and trains assigned staff, ensuring effective teamwork, high standards of work quality and organizational performance, continuous learning and encourages innovation in others.
• Supervises the day-to-day operation of all assigned staff including the scheduling, assigning and reviewing of work. Authorizes and co-ordinates vacation and overtime requests. Monitors and evaluates staff performance, approves salary increments, hears grievances and recommends disciplinary action when necessary.
• Provides input into and administers assigned budget, ensuring that expenditures are controlled and maintained within approved budget limitations.
• Provides expertise and knowledge in innovating enterprise-wide solutions by planning, designing, implementing, monitoring and supporting large-scale corporate computer systems to ensure they meet overall corporate objective and strategic direction.
• Influences success of corporate solutions and projects through advanced systems administration, computer system architectural design, storage infrastructure, capacity planning/performance management, security, audit report, and enterprise management monitoring to computer systems which support computer desktops, integrated over a telecommunications infrastructure.
• Co-ordinates and implements the provision of enterprise management services for critical event notification/escalation including automated remedial action, and escalation until resolution to ensure systems availability 7x24x365.
• Ensures increased availability of mission critical systems and reduces downtime/impact by identifying and eliminating single points of failure, and problem anticipation/diagnosis, timely identification/solving/resolution. Provides analysis and remediation of problems, and responding/adapting to business requirements.
• Ensures security of corporate computer systems and user access on the City's computer network and performs lead role in the development/implementation of prudent security principles to meet corporate/business requirements.
• Ensures provision of and plans for data integrity across multiple data storage solutions for support of corporate users including implementation of any on-line, near-line and off-line storage technology allowing for the backup/restoration of data in an enterprise data centre comprised of large enterprise calibre tape libraries and disk farms, enterprise calibre server platforms.
• Develops technical criteria of the overall mass storage and storage area networks (SAN) to meet the open systems storage requirements of the corporate consolidated data centre.
• Co-ordinates implementation and facilitation of standardized corporate enterprise solutions for acquisition of hardware, installation of software, collection of asset information, protection from computer viruses/infiltration, and local/remote access to systems in order to protect the assigned servers and corporate users.
• Makes recommendations, provides input, and co-ordinates implementation of business continuity plans and disaster recovery to ensure enterprise computer solutions are maintained.
• Works with highly confidential information; available 7x 24 while on-call to respond to critical page alerts.
• Conducts appropriate capacity planning, and availability analysis. Recommends configuration changes, responds to audit reports and translates future business requirements into additional capacity requirements for input into business cases.
• Co-ordinates Platform Support and enterprise management provisions for compliance of Service Level Agreement.
• Acts as an internal consultant to business units to ensure integration of divisional strategies, identifying duplication of services, leveraging of corporate initiatives and efficient use of resources.
• Assists Manager to develop Request for Proposal, Request for Quotation, Request for Information, and Administrative and Budgeting Reports. This requires co-ordination/liaison with other senior internal and/or external staff.
• Leads and participates on City wide teams charged to evaluate enterprise wide responses to RFP, RFQ, and RFI. Makes recommendations to senior management based upon their research findings.

Key Qualifications:

Your application for the role of Senior Technology Analyst Supervisor should describe your qualifications as they relate to:

• A degree or diploma in a computer/technology field/related discipline or the approved equivalent combination of education and/or experience, with extensive support experience in a large and diverse business environment heavily dependent on Information Technology, strong specialization in IT Asset Management (ITAM) and enterprise technology service delivery.
• Extensive experience leading IT Hardware Asset Management (HAM) operations, including full lifecycle management (procurement, deployment, transfers, reallocation, disposal) in a complex and high-volume enterprise environment.
• Considerable expertise in ServiceNow, including module configuration, operationalization of asset workflows, reconciliation, asset normalization, integrations with procurement and CMDB, and aligning with ITIL and ISO/IEC 19770 standards.
• Experience implementing and maturing HAM governance processes, including policy development, audit response, license compliance, and alignment with financial and procurement controls.
• Considerable experience in a lead technical support role with demonstrated track record of successfully solving technical or procedural problems for business clients. This includes extensive experience with inventory control systems and administrative tools.
• Significant experience with IT Lead project management.
• Highly developed problem solving and interpersonal skills: proven ability to communicate effectively at all organizational levels; exceptional verbal and written communications skills and demonstrated ability to deal effectively with all levels of management, staff and Vendors.
• Demonstrated administration and organization skills, including developing and managing program budgets and working under high service demands and severe time constraints.
• Demonstrated ability to lead, motivate, coach, and develop teams.
• Proven commitment to outstanding customer service and continuous improvement.

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 .