Primary Function:

Reporting to the I.T. Manager this position will provide leadership and coordinate the activities of the technical team in fulfilling Service Desk requests, supporting operations and maintaining and evolving the IT technical infrastructure.  

Key Accountabilities:

Coordinate the resolution of issues brought forward through the ITSD ticket system (based on the ITIL framework).  Responsibilities include:

-          Establishing a framework for fair and timely resolution of  service desk requests including how issues are prioritized, how timelines are determined and how areas of responsibility are assigned; documenting and communicating the framework within team and across all depts.; monitoring its success and modifying as necessary

-          Assigning tickets, based on priority;  allocating appropriate resources to minimize re-work or repeat requests

-          Monitoring tickets to ensure that issues are addressed within established timelines; escalating tickets as necessary, if issues are not resolved within established timelines or require additional resources due to complexity

-          Creating ad hoc and regular reports that identify service desk responses by type of issue and length of time to resolve as compared to established timelines

-          Resolving tickets as needed

Monitor and coordinate the resolution of issues involving the physical infrastructure environment by:

-          Supervising others in the day-to-day routine tasks related to the maintenance of the computer room environment and infrastructure

-          Responding to events reported by the infrastructure

-          Troubleshooting these events with the support of appropriate team members, building services staff or external expertise, as needed

Create and maintain documentation for Information Technology operations including:

-          a logical electronic directory structure for storing documentation

-          a well organized filing system for operations that permits easy reference and rapid retrieval of information

-          hardware and software upgrade/repair records

-          creating and documenting Visio or other diagrams of the  infrastructure

-          updating records to reflect resolution of tickets, as required by all members of the team, through accurate real-time documentation so the team can access and share knowledge with ease

Coordinate the maintenance of hardware and software by:

-          coordinating the configuration and testing of new equipment and systems

-          scheduling installations or upgrades of hardware and software in a manner that minimizes impact to the organization and staff

-          developing and maintaining an accurate inventory of all hardware and software, and anticipating where possible the obsolescence of same

Knowledge and Experience:

·         Undergraduate university degree in Computer Science or equivalent

·         Minimum 3 years of experience in IT Operations Management with experience in staff supervision and operations coordination

·         Sound knowledge of data networking concepts (LAN & WAN)

·         Advanced knowledge of Microsoft Office Applications

·         Knowledge of relationship database management systems (SQL)

·         Knowledge of data warehousing concepts

·         Knowledge of legislation related to privacy considered an asset

Key Competencies:

·         Superb project and resource management skills; ability to balance competing priorities, and to coordinate individuals and resources; ability to provide guidance/direction to others.

·         Strong interpersonal and communication skills to effectively build positive internal and external relationships.

·         Ability to analyze information sufficient to assess and clarify customer requirements, and to determine the best approach to meet those requirements.

·         Demonstrated initiative and sound problem solving skills, an adaptable and flexible approach and innovative thinking

·         Demonstrated initiative and ability to identify opportunities for improvement; sound problem solving skills and assessment of impact of action or recommendation