Team Lead, IT Operations and IT Service Management - Ottawa, Canada - The Professional Institute of the Public Service of Canada

The Professional Institute of the Public Service of Canada
The Professional Institute of the Public Service of Canada
Verified Company
Ottawa, Canada

1 month ago

Sophia Lee

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Sophia Lee

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Description

The Professional Institute of the Public Service of Canada, a national union representing some 70,000 professionals and scientists throughout Canada, requires a
Team Lead, IT Operations, and IT Service Management (ITSM) Practice Leader for its National Office.


Under the supervision of the Manager, IT Operations and Program Management, the Team Lead provides functional supervision and guidance to assigned IT Operations team members while organizing and coordinating the delivery of high quality and efficient helpdesk operational programs and services.


As ITSM Practice Leader, researches, recommends, continually enhances, and deploys ITSM practices with a constant focus on delivering maximum value to the Institute and its membership.


The Institute is committed to building an inclusive workplace where diversity of thought - and of people - are recognized, valued, and considered essential to achieving our goals and objectives.

We are making concerted efforts to foster a workforce that is representative of our diverse membership.


Location:
This is a hybrid work opportunity located at our National Office in Ottawa, Ontario.


Why work with us?

  • We offer great benefits and worklife balance:_
  • Permanent, fulltime position (35 hours / week)
  • Salary Range: $98,811 to $123,513 (G7)
  • Group Benefits (Health, Dental, Life Insurance, Disability Insurance)
  • Pension Plan
  • Vacation (4 weeks/year) and other generous paid leave

What can I expect to do in this role?

Major responsibilities include:

Team Lead:


  • Assign and distribute work to the Operations staff. Provide functional guidance through coaching and direction. Ensure appropriate performance standards are met within the team and monitor more complex files.
  • Establish team priorities and deadlines to ensure high quality, efficient and timely services. Ensure consistency in operations approach and adherence to established procedures and guidelines. Monitor, track and regularly report on work status and productivity metrics.
  • Plan, design and analyze the service desk operations according to best practices, while ensuring high levels of customer service, service quality and availability. A sharp focus on customer service excellence is required.
  • Develop, implement, and oversee policies and procedures, including Service Level Agreements (SLAs) and escalation procedures, to ensure consistent service levels and quick resolutions. Establish service level targets and assess, monitor, and manage the delivery of services against the approved targets.
  • Lead the selection, configuration and implementation of core ITSMbased service desk productivity tools and processes.
  • Create metrics to monitor service desk efficiency and effectiveness and develop regular reporting to ensure management visibility. Recommend actions to continuously enhance IT operations in support of the Institute.

ITSM Practice Leader:


  • Lead the assessment, prioritization, implementation and adoption of ITSM initiatives in support of strategic and operational plan goals and objectives.
  • Implement and maintain continuous improvement practices.
  • Monitor, track and report on ITSM processes and programs against service and improvement objectives.
  • Actively develop and maintain IT Infrastructure Library (ITIL*) mastery and lead the IT Operations and other IT team members in the development of their respective ITIL knowledge and skills.

How do I qualify?

  • A university degree or college diploma in Computer science or a related field
  • 5 to 8 years of ITIL experience strongly preferred.
  • ITIL v4 Master Certification preferred (Master certification or currently working towards Master Certification). A strong understanding of ITILv4 and demonstrated interest in pursuing ITILv4 Master Certification may be considered (commitment to complete program required)
  • Experience leading ITIL practices implementation in a comparably sized or larger organization.
  • A minimum of 2 years of experience leading an IT Service Desk team in supporting a diverse set of IT technologies and providing service desk capability.
  • Experience configuring or working with ITSM in ServiceNow is a definite asset.
  • An equivalent combination of education and experience may be considered

Language Requirements:


  • Fluency in both official languages (French and English) is an asset.

Applications:


Please submit a
cover letter stating how you meet each of the six "How do I qualify" requirements and
resume to competition
23/17,highlighting why you are a good fit for this position by
4:00 p.m., February 7, 2023.



  • We thank all applicants for their interest. Only those selected for an interview will be contacted._
  • We are committed to providing an inclusive, psychologically safe, harassmentfree, and barrierfree work environment, starting with the hiring process. If you need to be accommodated during any phase of this process, please use the Contact information below to reques
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