Team Lead DLES, Support Operations

University of Victoria; Victoria; On-site; CAD 70,000 - 90,000; Full time

Job summary

The University of Victoria is seeking a Team Lead for Support Operations in IT. This critical role involves managing technical support for students and staff, requiring strong leadership and extensive IT knowledge. The position demands effective problem-solving and the ability to work under pressure while fostering an inclusive work environment.

Qualifications

• Experience supervising staff.
• Minimum 5 years in IT Help Desk or equivalent function.
• Experience resolving complex IT problems with Windows, Mac, Linux.

Responsibilities

• Manage service request and incident management processes.
• Supervise the Computer Help Desk team.
• Identify solutions for escalated IT issues.

Skills

Technical Support

Problem Solving

Team Leadership

Project Management

Education

Undergraduate degree in Computer Science, Engineering, IT, Business

Job description

Mandate

Reporting to the Director, Digital Learning Environment and Support (DLES), the Team Lead, Support Operations is responsible for providing senior human resource, technical, and process leadership within the DLES team to provide IT support to students, faculty, staff, and community members at the University of Victoria. This position manages staff who respond to service requests and incident reports for IT services delivered by University Systems, maintains tools and processes to achieve service levels, and monitors service performance by gathering and responding to metrics such as client satisfaction surveys. IT knowledge required includes but is not limited to enterprise networking; identity and access management; Windows, Mac, and Linux computer support; audiovisual technology; and end user software such as Microsoft 365.

Objectives

• Plan and oversee service request and incident management processes in alignment with IT Service Management (ITSM) standards
• Manage support operations including tools, software, services, and procedures used to throughout the support request lifecycle from issue identification, resolution, and follow-up
• Supervision of the Computer Help Desk team including recruitment, performance development, coaching, work prioritization, and scheduling
• Identify solutions to respond to challenging problems escalated by the Computer Help Desk
• Research and recommend improvements to support processes in consultation with stakeholders across the university and peers across the IT sector
• Manages small to medium projects to deliver new or improved IT support tools 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 Computer Science, Engineering, IT, Business or other relevant discipline and a minimum of 5 years of experience including:

• Experience supervising staff
• IT Help Desk or equivalent function providing support to clients
• Experience resolving complex IT problems related to Windows, Mac, and Linux computers
• Experience as a senior level (tier 2/3) resource for complex IT problem escalation and resolution
  
  

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