Service Desk Team Lead - Vancouver, Canada - Vancouver Community College

Vancouver Community College

Verified Company

Vancouver, Canada

2 weeks ago

Posted by:

Sophia Lee

beBee Recruiter

Description

Pclass #

S9969
Who We Are
We acknowledge that Vancouver Community College (_
VCC_

- ) is located on the traditional unceded territories of the xwməθkwəy̓əm (Musqueam), Sḵwx̱wú7mesh (Squamish), and səlilwətaɬ (Tsleil-Waututh) peoples who have been stewards of this land from time immemorial._

For over 55 years, _
VCC_

- has been a leader in innovative, experiential post-secondary learning. We're one of B.C's top employers and we are proud to inspire students to discover their passions, gain essential skills, and learn what it takes to succeed in a competitive workforce._

At _
VCC_

- , we respect and celebrate our differences, and are committed to the work of decolonization, accessibility, and inclusivity for all. Be a part of creating an inclusive community that provides equitable opportunities for Indigenous and diverse representation, participation, and success for everyone._

VCC_

- community as we shape the future together._

Position Summary

This position is responsible for overseeing the Service Desk staff and ensuring that end users are receiving the appropriate assistance. This includes the responsibility of setting up and maintaining all procedures related to the identification, prioritization, and resolution of end user service requests, including the monitoring, tracking, and coordination of Service Desk functions. The Service Desk Team Lead will also contribute to problem resolution by giving inperson, handson support to end users at the desktop level.
Duties & Responsibilities
Establishes and administers Service Desk service levels agreements in consultation with end users to establish problem resolution expectations and timeframes.
Analyzes performance of Service Desk activities and documented resolutions, identifies problem areas, and devises and delivers solutions to enhance quality of service and to prevent future problems.
Helps prepare budget proposals and operational expenditure statements.
Collaborates with other departments to identify and/or procure Service Desk software for internal staff and external clients.
Conducts research on emerging products, services, protocols, and standards in support of service desk technology procurement and development efforts.
Liaises with vendors for the procurement of new systems technologies, oversee installation, and resolve adaptation issues.
Develops and executes operational procedures including fleet change management initiatives, work order escalation procedures, etc. which contribute to the department's successful support of the College's business processes.
Designs and enforces request handling and escalation policies and procedures.
Monitors and tests fixes to ensure problems have been adequately resolved.
Accesses software updates, drivers, knowledge bases, and frequently asked questions resources on the Internet to aid in problem resolution.
Tracks and analyzes trends in Service Desk requests and generate statistical reports.
Assesses need for any system reconfigurations (minor or significant) based on request trends and makes recommendations.
Identifies, recommends, develops, and implements end user training programs to increase computer literacy and selfsufficiency.
Oversees development and dissemination of help sheets, usage guides, and FAQ lists for end users.
Attends training seminars, conferences, and trade shows to broaden knowledge of current and future Service Desk issues and technologies.
Oversees the development, implementation, and administration of service desk staff training procedures and policies.
Oversees, verifies and troubleshoots duties and endresult work product in SCCM and other operational administration tools as performed by all levels of Service Desk Technician.
Oversees, verifies and troubleshoots duties and endresult work product for all Audio Visual systems as performed by all levels of Service Desk Technician.
Trains, coaches, and mentors Service Desk Technicians and other supervised staff.
Staff scheduling to ensure proper IT service coverage.
Performs other related duties as required.

Qualifications

Education and Experience

College Diploma in the field of computer science, information sciences, or a related field and over six years' related experience or an equivalent combination of training and/or experience may be substituted for the required qualifications.

Skills and Abilities

Exceptional knowledge of computer hardware.
Exceptional rationalization skills with the ability to translate business needs to technical solutions.
Proven and up to date exceptional troubleshooting skills.
Maintain equal and/or better technical knowledge to supervise IT staff.
Excellent project management skills.
Deepseated experience with modern desktop and server operating systems.
Working knowledge of a range of diagnostic utilities.
Demonstrated progressive experience in the supervision of a techni