Title:  Manager, ITS Client Support

Summary of Duties:

Reporting to the Senior Manager, Infrastructure and Data, responsible for the Client Services team, which is the first point of contact at Information Technology Services (ITS) for City of London staff and triages all incoming incidents and requests. Committed to providing secure, innovative, and reliable solutions for Information Technology needs through a highly operational team, the Manager, ITS Client Support focuses on excellence in customer service through timely, empathetic, and efficient IT support. With a shared mandate, the Client Services team is committed to providing excellence in municipal services to the citizens of London.

Work Performed:

• Provide leadership in the coordination of deliverables in Client Services programs, initiatives, policies, projects, planning that contribute to the achievement of strategic initiatives for the Information Technology Services to meet the Council’s Strategic Plan.
• Oversees a team of employees who are responsible to front line customer support providing support services to all corporate Service Areas.
• Provide leadership in the delivery of operational support of both internal ITS Work Areas as well as Service Area partners during the planning and transition to operations phases of ITS projects across the City of London.
• Recommend, organize, and control the installation and on-going support of all client-based desktop software and associated licensing as part of the Service Desk portfolio of the IT Software Inventory. Make recommendations regarding direction and opportunities for areas of improvement.
• Responsible for managing employees (union and non-union) including hiring, coaching, administration, training, and setting performance objectives of reporting employees. Respond to sensitive and confidential human resource issues as required.

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• Oversee the delivery of technical support provided to Council and Committee meetings including the associated audio\visual aspects of the operation
• Provide leadership in the execution and delivery of services and programs in the following areas of accountability:
  • Assist and guide the team in facilitating collaborative issue resolution on complex technical issues and ensuring customer satisfaction on a consistently and timely manner.  Take action to ensure team members as well as other ITS peers, collaborate to effectively achieve team, division, and corporate goals.

• • Partner with external vendors to deliver customer service excellence through the ITS Service Desk, projects and programs as needed including developing statements of work, service level agreements, and oversight of key deliverables ensuring timely and cost-effective solutions.

• • Act as the Customer Service Owner for ITS, leading the delivery and continued improvement of processes to resolve the enterprise-wise technology challenges and follow up on issues related to service delivery and customer satisfaction.

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• • Build and sustain external partnerships with other municipal and government entities for information sharing and, where available, develop shared solutions to common ITS Service Desk challenges.

• • Serve as a key point of escalation and identification for major incidents and play an active role within the Cybersecurity Incident Response Team.

• Provide leadership in the execution and delivery of projects, services, and programs through the complete lifecycle from requirements definition to implementation and transition to support.
• Provides effective on-demand problem solving and solutions to clients
• Responsible for the functions related to the Co-Op program within the Client Services work area including recruitment, performance reviews, activities, personnel and relationship with People Services and College Program Advisors
• Encourage and support employee participation and commitment to divisional and organizational objectives.  Actively mentor, provide development opportunities and build team performance with direct reports.
• Provide updates, information and recommendations to the Senior Manager, Infrastructure and Data on priorities with responsibility to operationalize identified goals and strategies.

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• Identify and recommend internal controls in the form of policies, procedures, practices in relation to the general and specific risks of the Corporation; ensure internal controls and risk management plans are implemented, monitored, and reported on specific to the Division.
• Review and approve upcoming IT application and infrastructure changes as part of the Change Advisory Board along with other ITS managers Chair the Change Advisory Board meetings on a rotating schedule.
• Provide input, advice and recommendations on unit organizational design and enabling job design.
• Support and /or lead business case development for new services and the related infrastructure.
• Liaise with unions on issues that affect bargaining unit employees as required.
• Promote and foster working relationships with employees and bargaining units and ensure consistent application of the collective agreements.
• Fairly and consistently administer provisions of various collective agreements to promote resolution of grievances.
• Provide representation at mediation and arbitration proceedings as required.

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• Build and support employee commitment to a high level of performance in all areas of customer service, employee safety and delivery of individual goals and objectives. 
• Engage in opportunities to work across Divisions and Service Areas in support of enterprise-wide collaboration.
• Prepare reports and/or represent the Service Area at Standing Committee and Council meetings as required.
• Prepare a response to inquiries from elected officials, media and the public as requested by the Manager, Director, or Deputy City Manager of the Service Area.

• Identify, recommend, adapt, and implement innovative and effective work practices and procedures to improve service delivery and the business responsibilities of the team.
• Recommend and develop processes and tools needed to increase efficiencies and continuous improvement opportunities to improve the effectiveness of services provided by Information Technology Services Division.

• Implement strategies to track performance measures for Unit deliverables, using appropriate data collection and analytics.

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• Adhere to the Procurement of Goods and Services Policy; includes the responsibility of delegation of procurement initiation approval authority and delegation of approval authority for professional consulting services as per policy amounts.
• Provide input to the development of the annual operation budget for the Information Technology Services Division.
• Represent the City of London and Service Area in legal proceedings as required.
• Represent the Division on the various boards and committees of external organizations, associations, and government partners to promote the City of London as a leader, share best practices, build relationships, and recommend solutions.
• Demonstrate commitment to supporting anti-racism, anti-oppression, and human rights through interactions with community partners, employees and individuals and implementation of policies, programs and protocols that reflect this commitment.
• Demonstrate commitment and adherence to Health and Safety legislation and programs; and actively promote a culture of safety with direct reports.
• On a rotating schedule act as the after-hours Escalation Manager.

Qualifications:

• Three-year Community College Business Information Systems Diploma or bachelor’s degree in Computer Sciences or in a related field plus five years of customer service management in an IT environment is required.
• Five to seven years related management experience in an information technology environment or equivalent combination of education and related professional and lived community experience.
• Information and Technology and Project Management focused certifications are an asset; examples include but not limited to: Project Management Professional, Microsoft Certifications (Fundamentals, Associate, Expert)
• Familiarity with Enterprise Content Management in SharePoint Online would be an advantage.

Skills and Abilities:

• Demonstrated knowledge and experience in the above identified areas of accountability with an understanding of the Unit’s programs and services.
• Demonstrated success leading or supervising employees, contracted services and consultants.
• Proven commitment to the safety of employees with knowledge of the Occupational Health and Safety Act and applicable regulations as it relates to the position.
• Ability to understand the importance of service delivery; develop and implement initiatives that support the Unit’s customers in a timely and effective way.
• Demonstrated effective interpersonal and customer services skills, including conflict resolution and problem solving; demonstrated ability to effectively communicate with diverse populations within the community; experience working collaboratively with organizations and clients.

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• Proficient in MS Office Suite (Word, Excel, Outlook).
• Strong verbal, written, interpersonal, communication, facilitation, and presentation skills; demonstrated political acumen.
• Ability to work varied hours to meet requirements of the position including after-hours support for ITS service delivery.

Compensation & Other Information:

$112, 978 - $148, 226

This posting is for one (1) permanent, full-time position. 

Current Hours of Work: Monday - Friday from 8:30 a.m. to 4:30 p.m. 

Work Arrangement: Hybrid

Work hours and work arrangement are subject to change in accordance with business requirements.

Police Record Check

The successful candidate will be required to complete a Criminal Record Check (CRC).