18-month contract, with a 6-month probationary period.
Under the supervision of the Information Systems Manager (ISM), the Team Leader of Technical Support will be responsible for overseeing and managing the technical support department.
The Team Leader of Technical Support with minimal direction, with respect to business objectives and organization philosophy, provides focused, tactical guidance to a group of staff. Combines fully qualified technical skills to contribute to the solution of moderately complex technical problems, with intermediate-level skill.
The Team Leader of Technical Support directs the development and implementation of activities in area(s) of expertise to meet goals, service objectives and standards. Participates in the administration of budgets and may make budgetaryrecommendations and approve staff expenditures, develops schedules and manpower requirements for assigned areas. Selects, develops, and evaluates personnel to ensure the efficient operation of the function.
The Technical Support Supervisor makes decisions/exercises judgment within policies & contributes to the solution of complex technical problems. Alters approach or recommends broader procedural changes to improve effectiveness of group. Decisions may affect effectiveness of a program, services and its people.
Assists in the coordination of the service delivery plan of Technical Support Services.
➢ Provides input to the Manager/Management in the development of technical support services.
➢ Evaluates service delivery regularly and reports the results to the IS Manager.
➢ Coordinates and delegates work assignments of the Technical Support Team and follows-up on the progress of assignments.
➢ Participates in the development of the budget for IT services with the IS Manager.
➢ Regularly reviews and analyzes support processes and procedures to identify bottlenecks, inefficiencies, or areas for improvement.
➢ Advises and recommends procedural changes to the Manager.
➢ Implements process improvements to streamline workflows, reduce response times, and enhance the overall support experience of customers.
➢ Encourages the team to propose and implement innovative solutions to common technical support challenges.
Provides supervision to the Technical Support Services Team
➢ Provides leadership and carries out supervisory responsibilities for the Technical Support Services team in accordance with the organization’s policies and applicable laws. Fosters collaborative work environment.
• Recruiting appropriate staff.
• Resolving problems.
• Addressing complaints.
• Training employees.
• Team-building activities.
• Directing specific work.
• Appraising performance.
• Recommending termination of employees when necessary.
➢ Provides direction and guidance to the team in relation to KSCS Strategic Plan.
➢ Coordinates, assigns work, and provides supervision ad direction to the Technical Support Team.
➢ Conducts yearly Performance Appraisals of the Human Resources team members.
➢ Sets clear performance objectives and expectations for each team member, in alignment with the overall support department objectives.
➢ Conducts regular team meetings and team building activities with staff.
➢ Monitors and records work hours and approves timesheets; keeps record of employees’ vacation, sick leaves, and flexible hours.
➢ Authority to approve Purchase Orders and Cash Disbursements up to $1,000.
➢ Carries out supervisory responsibilities in accordance with KSCS policies.
➢ Identifies the training needs/needs assessment of support staff based on evolving technologies and customer requirements.
➢ Capacity plans by monitoring workloads and anticipates resource needs to ensure that the team is adequately staffed during peak support periods.
➢ Assists the Technical Support Team to provide technical support to all KSCS offices and services operating under KSCS.
➢ Maintains an escalation and tracking system to allow the Technical Support Team to identify, track, monitor, and manage service requests to improve productivity.
Evaluates, documents, and analyzes data relative to the Technical Support Team.
➢ Oversees the creation and maintenance of a comprehensive knowledge base with solutions to common customer issues.
➢ Establishes clear documentation standards to ensure that all support interactions are logged and categorized for reference and training purposes.
➢ Analyzes Technical Support Team performance data to identify trends, areas for improvement, and opportunities for optimization.
➢ Uses data to make informed decisions about resource allocation, process improvements and performance evaluations.
➢ Maintains efficient documentation systems.
Performs any other job-related duties as may be required by the immediate Supervisor.
Education and Experience
➢ Bachelor’s Degree in IS Technology or related field one (1) to three (3) years experience.
➢ CEGEP and/or vocational diploma in a computer discipline with three (3) to less than five (5) years of experience.
➢ Minimum High School diploma with five (5) to less than ten (10) years related work experience.
Skills and Requirements
➢ Knowledge of PC hardware, Microsoft operating systems and Microsoft Office software.
➢ Knowledge of Windows Active Directory.
➢ Knowledge of Microsoft Office 365.
➢ Working knowledge of computer networks and TCP/IP protocols.
➢ Excellent problem-solving, analytical skills, focused decision-making and open to challenges.
➢ Strong work ethic.
➢ Ability to multitask and work under pressure.
➢ Working knowledge of website maintenance and support.
➢ Working knowledge of Linux.
➢ Super User in Microsoft Office.
➢ Valid driver’s license and access to a vehicle are a requirement.
➢ Ability to deal with moderate to high stress.
➢ Willingness to work some overtime on evenings and weekends.
➢ Lifestyle must reflect that of a positive role model.
Assets
➢ Knowledge of Kanien’keha language.
Types of Schedule: ➢ Regular work week, occasional flex required.
Stress Factor: ➢ Moderate stress (with some periods of high stress).
Deadlines: ➢ Some tight deadline (unplanned).
Environment ➢ Manipulates medium loads, 15-60 lbs, occasionally heavy loads.
Kahnawake Shakotiia’takehnhas Community Services
PO BOX 1440
Kahnawake, Quebec
J0L1B0
humanresources@kscskahnawake.ca
