Team Lead, IT (Customer Service)

Job Description

JOB TITLE: Team Lead, IT (Customer Service)

DEPARTMENT: Corporate Support Services

POSTING NUMBER: 106701

NUMBER OF POSITIONS: 1

JOB STATUS & DURATION: Full Time Permanent

HOURS OF WORK: 35-hour workweek

LOCATION: Hybrid Model*– when working onsite, you will report to the location of West Tower

SALARY GRADE: 7

HIRING SALARY RANGE: $ 114,550 - $128,869 per annum

MAXIMUM OF SALARY RANGE: $ 143,188 per annum

JOB TYPE: Management and Administration

POSTING DATE: April 15, 2025

CLOSING DATE: April 30, 2025

AREA OF RESPONSIBILITY:

This role is responsible for innovating and maintaining the Corporate Departmental technologies platforms providing data, services and solutions to related technology environments. This includes day-to-day management of professional IT staff and collaboration with operating units to meet key service deliverables for supporting the Client Care programs to meet operational effectiveness and corporate service standards. This role provides leadership to Subject Matter Experts (SME’s) within the Client Care section including mentoring, coaching and performance management.

KEY RESPONSIBILITIES

1. OPERATIONAL SUPPORT
   • Provide daily direction and mentoring to IT professional staff, creating a team environment that ensures high performance.
   • Review and prioritize operational tasks, project requests, and work plan schedules and assigns work duties according to technical skill of the IT professional staff in order to meet business requirements and Service Level Agreements.
   • Manage resource scheduling and task execution compliance to plans and objectives. Responsible to review and participate in the development of roadmaps involving information technologies and the creation of processes and procedures for the solution builds, deployment, operationalization and monitoring.
   • Plan and execute, along with team, all projects, initiatives and operational activities. Ensure that projects meet business requirements and goals, fulfil end-user requirements, and identify and resolve systems issues. Ensure regular preventive operational measures are identified and implemented to maintain Service Level Agreements. Proactively raise issues or concerns with the Manager.
   • As an IT professional, provide senior level technical support to complex projects and those assigned by manager to meet operational effectiveness and corporate service standards.
   • Evaluate results of integration projects, then report and make recommendations based on findings.
   • Maintain technology that will feed into and align to overall IT architectural plans.
   • Review Request for Proposals (RFPs) and other information technology projects documents for technology related content.
   • Provide leadership and guidance in management and control of implementation processes to facilitate the successful delivery of programs.
   • Make decisions on the functional requirements, oversees the development and implementation of initiatives that support business deliverables.
2. STAFF MANAGEMENT
   • Assess, monitor section members’ performance goals, review performance against goals and discipline as required to meet operational effectiveness.
   • Ensure staff compliance with regulatory provisions, i.e. Occupational Health & Safety, and the City’s policies and procedures.
   • Coaches and develops staff for personal and corporate advancement through career development, training programs, and other resources to ensure continued technical and professional development.
   • Interview, recruit and hire staff to meet operational effectiveness.
3. CUSTOMER SERVICE
   • Handle and respond to escalated complex issues through effective investigation, mediation and conflict resolution.
   • Answer queries and responds to requests from internal customers, vendors, consultants and the public. Is available to assist team members in the handling of complicated and escalated concerns, as well as in system emergencies, providing prompt accurate responses.
4. RELATIONSHIP MANAGEMENT
   • Build and maintain relationships with all areas of IT and business units across the organization to have a full end to end understanding of business processes and related technology to better integrate technology and provide solutions.
   • Liaise and interact with internal and external stakeholders, government agencies, consultants and vendors to establish standards and criteria for all current and future initiatives.
5. COMMUNICATION AND REPORTING
   • Attend and represent department on various meetings to present reports, recommendations and respond to enquiries for defined programs.
6. CORPORATE CONTRIBUTION
   • Ensure documented plans, SOPs, methodologies, architecture models meet Corporate IT standards. Cultivate and disseminate to team members, peers and non-IT staff/users, knowledge of technology best practices which leads to technical competency and consistency within the team.
   • Stay abreast of IT industry trends and changes, in order to benchmark and make recommendations.
   • Establish and implement relevant standards to support defined programs.
   • Assess and evaluate emerging trends, current programs, processes and practices to recommend improvements to meet operational effectiveness.
   • Maintain knowledge of collective agreements, City policies and practices, legislation, regulations and Standard Operating Procedures (SOPs).
   • Work diligently to enhance or improve business processes.
7. BUDGET SUPPORT
   • Manage current budget of expenditures related to function or programs and ensure budget compliance meet necessary signoffs and approvals.
   • Negotiate with internal and external vendors to ensure budget compliance.
   • Assist manager in preparing operating and capital budgets.
   • Use of effective resource and expense management at all times to meet corporate policies and guidelines.
8. TEAMWORK AND COOPERATION
   • Lead projects and program initiatives to meet operational effectiveness.
   • Work well within diverse groups to achieve common goals and objectives to meet operational effectiveness and corporate service standards.
   • Demonstrate corporate values at all times.
   • Participate as a member of cross-functional team.

SELECTION CRITERIA:

EDUCATION:

• Post-secondary degree or diploma/certificate in Computer Science, or Computer Engineering, or relevant equivalent training & experience combination.

EXPERIENCE:

• Minimum 5 years’ experience in the customer service technology environment.
• Minimum 2 years’ supervisory experience leading technical professionals.

OTHER SKILLS AND ASSETS:

• Thorough knowledge of Municipal, Regional, Provincial and Federal Governments and applicable Legislations is an asset.
• Experience working in a municipal/government setting an asset.
• Experience and working knowledge of computer applications, networks and operating systems, core software applications.
• Experience with and working knowledge of Microsoft suite of products.
• Experience with ITIL Methodologies as an asset.
• Strong project management skills and/or substantial exposure to project-based work structures.
• Strong communication skills; excellent interpersonal skills in a diverse community.
• Solid Negotiation skills: Ability to negotiate with vendors, consultants, internal and external stakeholders to ensure optimal resources are in place to meet corporate service standards
• Solid Presentation skills; Facilitate concepts in a clear and concise manner.
• Excellent customer service skills and relationship management skills along with a demonstrated commitment to service excellence, quality and timely communication.
• Strong conceptual, analytical, organizational and planning skills to resolve complex and diverse issues.
• Detail oriented, well organized and able to prioritize complex tasks with critical deadlines.
• Solid Analytical skills for complex problem solving.

**Various tests and/or exams may be administered as part of the selection criteria.

#LI-Hybrid

Interview: Our recruitment process may be completed with video conference technology.

As part of the corporation’s Modernizing Job Evaluation project, this position will undergo an evaluation which may result in a change to the rate of compensation. Any changes affecting this position will be communicated as information becomes available. *Our Hybrid Model is subject to change.

If this opportunity matches your interest and experience, please apply online by clicking the button above quoting reference #106701 by April 30, 2025, and complete the attached questionnaire. We thank all applicants; however, only those selected for an interview will be contacted. The successful candidate(s) will be required, as a condition of employment, to execute a written employment agreement. A criminal record search will be required of the successful candidate to verify the absence of a criminal record for which a pardon has not been granted.