Assistant Manager, Client Services

The Municipality of North Cowichan (population 31,990) is located in the beautiful Cowichan Valley on Southern Vancouver Island, between Nanaimo and Victoria. Our communities of Chemainus, Crofton, Maple Bay and the South End are home to a multitude of artistic, cultural and outdoor recreational activities. The Municipality provides a stable and varied work environment, competitive pay and benefits.

Working under the direction of the Manager of Technical and Client Services, the Assistant Manager, Client Services will provide support to all Municipal staff in their use of information technology equipment. The ideal candidate will be personable and empathetic in their interactions with clients, is customer service focused, experienced in a supervisory role, and has strong technical troubleshooting and prioritization skills. This position engages with clients to understand their business requirements and interacts with technical staff and consultants to determine appropriate solutions. The position is directly responsible for distributing and delegating client service requests to their direct reports as well as monitoring and reporting on customer service metrics. The position maintains and reports on client software, hardware asset management, and license compliance; and performs duties related to technology purchasing, such as issuing RFQ's, creating purchase orders and placing orders with providers.

Due to the nature of this role requiring access to sensitive and confidential information, the successful applicant will demonstrate a high level of discretion and independent judgement. The Assistant Manager, Client Services will provide leadership of the Client Services team members and take the lead on matters that require to be escalated if they are confidential, sensitive, or urgent in nature.

Required Skills, Qualifications and Abilities:

• Completion of a one (1) year certificate in applied information technology from an accredited post-secondary institution combined with three (3) years' experience in an equivalent role, or five (5) years of experience in an equivalent role.
• Possession of CompTIA A+, HDI Desktop Support Technician, HDI Support Center Team Lead or equivalent industry certification.
• Possession and maintenance of a valid Class 5 B.C. Driver's License; a satisfactory current driver's abstract will be required.
• Minimum three (3) years' experience leading a team, a combination of training and experience will be considered.
• Ability to lead, supervise, and manage the performance of designated staff.
• High degree of skill in customer-centric service, managing customer relationships, relating to customer requirements, and providing ongoing communications.
• Proven ability to identify and resolve hardware and software problems in a complex technical environment.
• Experience with hardware and software asset management.
• Experience with technology procurement processes (RFQs for printers, cell phones, etc).
• Excellent verbal, written and interpersonal communication skills.
• Demonstrable understanding of Local Government software and business processes to suggest process improvements, workflows, and technical solutions.
• Ability to write clear, concise user documentation and effectively communicating with users of computer technology.
• Independence of judgment and capability of working under minimal supervision.
• Ability to manage time effectively when faced with multiple requests for support.
• Ability to assist senior leaders with processes that may contain confidential information.

A competitive salary and comprehensive benefit package is offered. This position is excluded from union membership.

Candidates being considered will be required to undergo a comprehensive evaluation of skills, qualifications, and abilities. The successful candidate will be required to undergo a police information check.