Supervisor IT Client Services

DESCRIPTION:

Under the general direction of the Manager IT Client Services, the Supervisor IT Client Services is responsible for managing the day-to-day operations of the IT Service Desk and Deskside Services teams as well as overseeing the delivery of IT services. This includes managing actions and coordinating staff, contractors, and vendors to ensure the efficient delivery of exceptional customer service to FortisAlberta clients. Where applicable, the Supervisor IT Client Services will assist in overseeing the security, integrity, and safety and support of FortisAlberta computer equipment and mobility devices and will assist IT management in strategic planning related to these programs. This will include the on-going development and implementation of processes relating to the management, and support of end-user computing hardware and software.

DUTIES & RESPONSIBILITIES INCLUDE (but not limited to):

Leadership:

• Supervise, coach, and mentor a team of employees; this includes providing direction, expertise, and advice to employees, identifying employee training requirements, and formally participating in managing the performance of employees.
• Direct and ensure the quality of work of the IT Client Services team.
• Motivate and inspire team members through recognition and celebration of accomplishments and contributions.
• Work closely with Human Resources to manage all elements of employee relations, including hiring, terminations, training, performance appraisals for the employee file, administering progressive discipline, and resolving labour relations issues and/or grievances.

IT Client Services:

• Manage the day-to-day operations, workload distribution, prioritization, and resource planning for the Service Desk and Deskside support teams to ensure effective service delivery and achievement of service level objectives.
• Lead and promote a customer-focused service culture across the Service Desk and Deskside support teams, ensuring consistent delivery of high-quality support and positive client experiences.
• Review and analyze the effectiveness and efficiency of existing practices and processes to develop innovative strategies to improve performance, employee morale and customer ownership
• Implement process and application changes to enhance customer service.
• Accurately scope length and difficulty of tasks and projects; set objectives; break down work into the process steps; develop schedules and task/people assignments; anticipate and adjust for problems and roadblocks; measure performance against goals; evaluate results.
• Act as the point of contact for all IT Client Services escalations and communications to ensure timely resolution and effective stakeholder communication.
• Ensure continual improvements in IT Client Services processes and workflows, including Service Desk and Deskside support functions; develop and maintain practices and procedures within a common documentation repository.
• Promote knowledge management practices and ensure knowledge articles are maintained and kept current.
• Develop and maintain operational metrics and reporting to ensure service level objectives and customer experience targets are met or exceeded.
• Generate operational reports and dashboards as required; monitor and manage incidents, service requests, problems, and changes that affect service delivery.
• Identify and implement service/quality improvements pertaining to resource utilization, workflow processes, and customer service.
• Represent IT Client Services by providing operational leadership, technical guidance, and support to internal clients and organizational projects.
• Provide oversight of service requests, incidents, and operational work queues, ensuring appropriate approvals, prioritization, and task assignments.
• Oversee end-user technology lifecycle activities including hardware and software evaluation and recommendations, procurement receiving and deployment processes, asset inventory and lifecycle management.
• Function as an escalation point for on-call technical support with an understanding that this may require work after hours and weekends.
• Special Projects and other duties, as assigned.

KNOWLEDGE, SKILLS & ABILITIES:

• Excellent verbal and written communication skills include the ability to clearly present information to various audiences in both formal and informal settings.
• Customer service focus with proven ability to build and sustain partnerships with all levels of employees through intuitive business insight and personal credibility; this includes the ability to make recommendations and influence outcomes.
• Demonstrated ability to resolve issues by analyzing and evaluating possible solutions.
• Excellent organizational and time management skills to manage multiple priorities and competing demands with tight timelines.
• Proven ability to both lead and work in a team environment by providing guidance and coaching in areas of expertise; this includes effective leadership, coaching and strong team building.
• Demonstrated knowledge of inventory/asset management and procurement processes, IT service management platforms, ITIL Best Practices and Break / fix processes
• Extensive experience supporting enterprise technology environments including Microsoft platforms and services, endpoint management, identity and access management, business applications, cybersecurity tools, networking, and unified communications.

EDUCATION & EXPERIENCE:

• Post-secondary degree or diploma in Computer Science or a related discipline plus a minimum of 7 years’ experience in enterprise IT support and service delivery and service desk technical support; an equivalent combination of education and experience may be considered.
• Extensive work experience with the following:
• Microsoft 365
• Windows 11
• SAP
• Microsoft Intune (Endpoint Management) Microsoft Active Directory & Microsoft Entra IDMicrosoft Exchange \ Exhange Online
• Endpoint Security and Antivirus SolutionsNetwork technologies
• Voice, UC, and IP Telephony Technologies
• Tanium
• Experience leading/supervising technical teams is required.
• ITIL V3 Foundations Certification is an asset
• Certification in one or more of the following would be an asset:
• Microsoft Office Specialist (MOS) CompTIA A+ITIL Foundations CertificationMicrosoft Certified: Modern Desktop Administrator Associate
• Microsoft Certified: Endpoint Administrator Associate
• Industry specific customer service training / courses
• Enterprise IT Service Management (ITSM) training or certification
• Experience working in a regulated environment, preferably within the electrical utility industry, would be an asset.

SPECIAL CONDITIONS:

• This position will be required to provide oversight of on-call technical support resources and respond to after-hour escalations when needed.