Team Lead, Digital Community

University of Victoria; Victoria; On-site; CAD 80,000 - 100,000; Full time

Job summary

A leading educational institution in Victoria seeks a Team Lead for Digital Community to guide IT training, manage staff, and enhance digital services. This role demands leadership, project management expertise, and supervisory experience in a technical setting. Candidates should possess a relevant undergraduate degree and at least five years of experience in IT training and staff management. The ideal candidate can work under pressure and is committed to fostering an inclusive environment.

Qualifications

• 5+ years of experience supervising staff in a technical environment.
• Experience in complex problem escalation and resolution.
• Experience delivering inclusive IT training.

Responsibilities

• Deliver training programs for IT support staff and end users.
• Supervise digital community team’s performance and recruitment.
• Manage IT service management processes.

Skills

Leadership

Technical Training

Project Management

Problem Solving

Communication

Education

Undergraduate degree in relevant discipline

Job description

Mandate

Reporting to the Director, Digital Learning Environment and Support (DLES), the Team Lead, Digital Community is responsible for providing senior human resource, technical, and process leadership within the DLES team to oversee the digital community function at the University of Victoria. This position acts as an expert and manages staff who proactively assess the need for IT training, advises on and implements IT change, creates and maintains documentation and processes to support IT services, develops and delivers training programs, maintains an IT service catalogue and University Systems website, and builds relationships with other units to support the digital learning environment at UVic. IT knowledge required includes but is not limited to educational technologies in use at UVic including the Learning Management System (LMS); web content management system; accessible technologies and their role in supporting access to IT systems and services; IT project management; and change management.

Objectives

• Proactive support for students, faculty, and staff including:
  • Developing and delivering training programs for IT support staff and end users
  • Documentation and process mapping for support services
  • Create and update website and rich media
  • Gather user data and surveys to inform and assess projects and priorities
• Supervision of the digital community team including recruitment, performance development, coaching, work prioritization, and scheduling
• Oversee the IT Service Management (ITSM) processes of knowledge management and advises on the ITSM processes of change management
• Identify solutions to respond to challenging problems escalated by the digital community staff
• Research and recommend improvements to support processes in consultation with stakeholders across the university and peers across the IT sector
• Manages medium to large projects to deliver new or improved IT services for the campus

Due to the critical, time-sensitive nature of the Digital Learning Environment and Support portfolio, this position must be able to act effectively under pressure and be able to diagnose problems and direct their solution quickly and accurately. This position may require you to work outside of normal working hours in an emergency or pre-scheduled basis.

Education

This position requires a level of education, training, and experience equivalent to an undergraduate degree in a technical, business, management, education, communication or other relevant discipline and a minimum of 5 years of experience including:

• Experience supervising staff
• Experience as a senior level (tier 2/3) resource for complex problem escalation and resolution
• Experience delivering IT training that is inclusive and responsive to a broad range of learning styles and abilities
• Experience managing website and social media updates in alignment with web accessibility standards

An equivalent combination of education, training, and experience may be considered.

Knowledge, Skills, And Abilities Include

• Commitment to valuing diversity and contributing to an inclusive and respectful working and learning environment
• Demonstrated administrative and organizational skills
• Demonstrated experience leading and motivating a team of professionals
• Ability to mentor and coach technical staff and act as a trusted resource to solve escalated issues
• Ability to apply project management methodology to achieve project goals on time
• Ability to schedule and prioritize work to achieve stated goals on time
• Demonstrated ability to develop work plans for supervised staff and monitor progress to ensure goals are met
• Experience working with ITSM best practices and tools to deliver IT support that meets and exceeds key performance indicators
• Demonstrated ability to author reports summarizing data, trends, and recommendations
• Experience writing technical documentation for IT support staff and plain language user documentation for a non-technical audience
• Ability to identify and analyze issues with complex systems, develop solutions, and implement effective strategies to achieve desired outcomes
• Ability to collaborate, build and maintain positive relationships with diverse individuals and work effectively in a team environment
• Ability to adapt to new technologies and understand their impacts on IT support quickly