Technology Support Lead

Description:

This position is responsible for leading the Technology Service Centre team which performs Tier 1 and Tier 2 support activities for the City of Regina. The Technology Service Centre team is the first point of resolution within the information technology process and is deeply linked with other support teams within the Technology Department. This role includes supervising and training staff focused on technical development, providing high quality client support services, and facilitating communication between team members, departments, and the City business. This position is also responsible for troubleshooting and resolving functional issues relating to the end-user computing environment. The position strategically reports to the Manager of Cross Functional Solutions. Duties & Responsibilities
Provide direct supervision, with a focus on the provision of guidance, coaching, feedback, direction and performance management.
Responsible for workload management, including assigning incidents, scheduling, and coordinating all support activities based on experiences and performance strategies.
Supervise and monitor business processes to ensure that activities are being performed at a high level of quality, using performance metrics and providing feedback and ensuring a high degree of quality and consistency.
Provide support for incidents consulting, including ensuring communication status to stakeholders, reviewing escalations, and following major Incidents.
Manage the queue as needed, route incidents or requests not automatically routed, ensure service level standards are met and monitor for aged incidents or requests.
Responsible for adherence to processes and procedures, communicating with the process leaders and implementing changes as needed.
Determines if an incident needs to be escalated according to the priority and severity of the issue, reviews incidents based on technical specifications and chooses a path for resolution.
Ensure that incidents assigned to their support groups are resolved and focused on individual and collective performance.
Monitor incident resolutions to ensure all procedures are documented and saved in the knowledge database.
Test Knowledgebase articles, approve, author, edit and review knowledgebase articles. Ensure the creation of knowledge is ongoing with repeatable procedures to reduce the number of Incidents and time to resolution.
Develop training sessions for the team, ensuring process standardization and adherence to the knowledge database. Identify topics for training based on ticket trends, priority incidents and identified learning gaps.
Develop strategic connections to keep aligned the incidents management, department's goals, team needs, performances (individual and collective) and deliveries.
Assist support technicians with incident management and service request fulfillment as needed.
Talent to handle complex and sensitive situations with customers and employees. Ability to make day-to-day decisions based on responsibility, knowledge, and experience.
Coordinate problem solving by assigning the necessary skills and expertise within the area as well as external vendors and consultants.
Provide project management on projects that do not have an assigned Project Leader. This includes the appropriate application of Agile project management principles.
Responsible for coordinating, consulting, negotiating, and collaborating with outside agencies and stakeholders.
Participates in strategic planning required to establish short and long term plans
Provide specialized investigation and diagnosis of all incidents and service requests.
Perform related work as required. Education & Experience
Typically, the knowledge, abilities and skills required are obtained through completion of a university degree in Computer Science or a two-year diploma in Computer Engineering Technology, Computer Science, Business Administration, or other related discipline combined with six (6) to eight (8) years of progressively responsible experience providing senior technical end-user support with at least three (3) of those years in a leadership role and minimum of two (2) years supervising technical staff.
A progressively responsible experience in a Client/Customer focused technology-oriented support environment and supervising technical staff is required.
Certification in a Service Desk process methodology, such as ITIL Service Desk, is required. Knowledge, Skills & Abilities
Solid knowledge of customer service practices, contemporary client management and help desk solutions, and ability to lead and motivate staff focused on problem-solving.
Ability to supervise, support, and coach staff with the ability to apply performance management principles and practices and to plan, organize and manage the activities of staff.
Ability to think strategically and contribute to the development of corporate technology plans.
Ability to think strategically and to analyze complex technical issues and interpret specifications /plans/regulations.
Demonstrated problem-solving skills and ability to apply principles of logical thinking to define problems, analyze, evaluate, and interpret information and make effective recommendations.
Demonstrated knowledge of leadership concepts and commitment to successfully mentoring employees.
Strong knowledge of client management and help desk solutions and a solid understanding of ITIL/ITSM best practices.
Talent to exercise a high degree of initiative and work with considerable independence, demonstrating strong analysis, problem-solving, decision-making, and strategic action-planning capacity.
Ability to lead training initiatives within the team to support knowledge sharing, build consistency and ensure cross-training plans are in place, creating documents, team group process and performance.
Knowledge of standard computer hardware, operating systems, and software packages (e.g., MS Office 365).
Knowledge of budgeting, records, organization, and management as it relates to the City of Regina.
Knowledge of project management techniques and change management techniques.
Ability to manage multiple projects, programs and priorities.
Excellent written and oral communication skills. Ability to create and document technical information and operating standards and procedures. Working/Other Conditions
A valid class 5 driver's license is required with occasional travel required between City locations.
Sitting for extended periods.
Lifting and transporting moderately heavy objects, such as computers and peripherals.
This position may be required to work irregular shifts and/or be on call 24 hours per day, 7 days a week
As per the City of Regina Criminal Record Check Policy, the above position has been identified as a "position of trust." Successful candidates must complete a Criminal Record Check.

✓ Note: Testing may be done to evaluate knowledge, skills and abilities.
✓ Note: As per the City of Regina's Criminal Record Check Policy , the successful candidate is required to provide a satisfactory criminal record check.
✓ Note: Successful candidates will be required to provide proof of acquired education.

Jurisdiction: Civic Middle Management
Division: Transformation Office
Department: Technology
Hourly Salary: $36.71 - $45.9 (2021 Rates)
Annual Salary: $66,991.00 - $87,513.00 (2021 Rates)

The City of Regina acknowledges that we are on Treaty 4 Territory, and the traditional lands of the Cree, Saulteaux, Dakota, Nakota, Lakota, and the homeland of the Métis Nation.

We want to show our recognition and respect to the Nations and the ancestors of this territory, we are grateful for the privilege to be here, to co-exist. We recognize that much of the harms of the past have shaped our relationship; we are committed to our work of building trust. We hope for good and everlasting relationships to create true partnerships with Indigenous peoples.

Regina is committed to employment equity and accessibility. We encourage applications from members of equity-seeking communities including women, racialized and Indigenous persons, persons with disabilities and persons of all sexual orientations and gender identities/expressions.