Lead, Client Support Services

Date Posted: 05/03/2024
Req ID: 37213
Faculty/Division: Temerty Faculty of Medicine
Department: MedIT
Campus: St. George (Downtown Toronto)
Position Number: 00056431

Description:

About us:

Home to over 40 departments and institutes, the University of Toronto's Temerty Faculty of Medicine lies at the heart of the Toronto Academic Health Science Network and is a global leader in ground-breaking research and education, spanning clinical medicine, basic science and the rehabilitation sciences sectors.

Your opportunity:

MedIT provides information technology support for the Temerty Faculty of Medicine. Our mission is to partner and collaborate with clients, University, and third parties to determine value based, sustainable technology solutions that enable the Faculty to achieve its academic mission.

As Lead, Client Support Services, you will direct the activities of a team of Technical Support Specialists to support IT service delivery for the departments within Temerty Medicine. You will be responsible for all aspects of desktop support, network, resource connectivity, hardware, operating systems, and a variety of software applications. Additionally, you will lead IT projects, drive continuous service improvements through data/metric collection, and serve as an advisor to Tech Support Specialists on IT issues. You will have the opportunity to work alongside a great team that's working towards modernizing and improving IT services across Temerty Medicine.

Your responsibilities will include:

• Directing the activities of the Technical Support team to support client needs and ensure coverage across all departments of Temerty Medicine
• Analyzing IT service delivery operations and internal processes and recommending improvements
• Developing and editing standard operating procedures for IT services
• Conducting needs assessments to determine client technical requirements and providing recommendations as needed
• Leading IT project initiatives including planning, documentation, and developing project charter, scope, resources, and schedules
• Responding to general service needs by providing detailed explanations on technical matters and providing end-user training when necessary
• Drafting and creating complex technical documentation and user support guides

Essential Qualifications:

• Bachelor's Degree or acceptable combination of equivalent experience.
• Minimum five years of relevant experience providing IT support in a higher education setting
• Demonstrated experience supporting a wide range of operating systems (Windows, MAC OS, Android, iOS) and mobile devices (tablets and smartphones)
• Expert knowledge of Active Directory and MS Office and a good understanding of network connectivity and networking tools and concepts
• In-depth knowledge of of a wide range of computer software and hardware including Apple, PC hardware and associated peripheral equipment (printers, scanners, photocopiers, fax, all-in-one devices); including installing, configuring, troubleshooting and repairing
• Experience with developing and editing standard operating procedures for IT services
• Demonstrated experience with project management including independently planning projects and developing project charter, scope, resources, and schedules
• Experience tracking and completing incoming requests through online ticketing system
• Must have proven, strong customer service experience
• Experience building and maintaining relationships with both internal and external stakeholders, including external vendors
• Excellent written and verbal communication skills with the ability to convey technical information to customers who have varying levels of technical knowledge
• Excellent customer service skills with very good active listening skills and the ability to gain customer confidence and trust
• Strong commitment to high quality service, professionalism, and teamwork
• Very good administration skills, demonstrating attention to detail and diligence and the ability to prioritize
• Excellent ability to offer proactive feedback with focus on improving, not just resolving, incoming issues
• Strong aptitude for learning and implementing sound IT Service Management practices

Assets (Nonessential):

• Experience working in a Lead capacity within IT
• Experience directing the activities of staff-appointed employees
• PMP Certification
• ITIL Certification
• Microsoft Certifications related to desktop management

To be successful in this role you will be:

• Adaptable
• Diplomatic
• Multi-tasker
• Proactive
• Problem solver
• Self-directed

Closing Date: 05/24/2024, 11:59PM ET
Employee Group: USW
Appointment Type: Budget - Continuing
Schedule: Full-Time
Pay Scale Group & Hiring Zone:
USW Pay Band 14 -- $88,290 with an annual step progression to a maximum of $112,911. Pay scale and job class assignment is subject to determination pursuant to the Job Evaluation/Pay Equity Maintenance Protocol.
Job Category: Information Technology (IT)
Recruiter: Sharon Hung

Lived Experience Statement
Candidates who are members of Indigenous, Black, racialized and 2SLGBTQ+ communities, persons with disabilities, and other equity deserving groups are encouraged to apply, and their lived experience shall be taken into consideration as applicable to the posted position.