Address
Form of workNo.: CUPE C-24-0038UE
POSTED: February 13, 2024
DEADLINE: 4:30 p.m. February 22, 2024
Client Service Desk Team Leader
1 – Permanent Position
Information Technology Services
CUPE Local 4400 Unit C – Grade M (12 Month)
$37.44 – $44.23 per hour
The Toronto District School Board adheres to equitable hiring, employment, and promotion practices.
Reporting to the Client Service Desk Supervisor, under the direction of the Client Service Desk Senior Team Leader, the Client Service Desk Team Leader will direct the day-to-day activities of an assigned group of Client Service Desk Technical Support Specialists and provide guidance and direction to the staff within the assigned team.
The Client Service Desk Team Leader will also be responsible for ensuring Operational and Service Level Agreements and all IT and Client Service Desk policies and procedures are met by the team and is the next escalation point for any problems or problem resolution within the team on a day-to-day basis.
Summary of Duties:
Ø Responsible for providing guidance and direction to a team of Client Service Desk Technical Support Specialists to respond to software, applications, hardware, networking and telecommunication technical issues and requests for services and meet or exceed operational and service level agreements;
Ø Motivate Client Service Desk Technical Support Specialists to meet and exceed their performance levels as well as to create teamwork and foster a cooperative group effort;
Ø Train, coach and mentor Client Service Desk Technical Support Specialists including reviewing and identifying ongoing training requirements;
Ø Assign Client Service Desk Technical Support Specialists to meet shift patterns;
Ø Monitor and triage interactions within the Contact Centre Interaction Management (CIM) system, and assign to appropriate queues to ensure effective interaction handling;
Ø Review to ensure interactions handled and logged by the Client Service Desk Technical Support Specialists comply with established quality assurance, policies, procedures, processes and operational and service level agreements standards for outcomes to meet stated objectives;
Ø Ensure team members obtain satisfactory ratings in customer satisfaction surveys and prepare action plans to improve customer satisfaction survey results;
Ø Responsible for monitoring interactions assigned to the Client Service Desk, using the IT Service Management (ITSM) ticketing platform, to ensure established handling service level timeframes are met;
Ø Liaise with other IT technical support units for ticket escalation, review trends and identify continual service improvement opportunities and strengthen working relationships between teams;
Ø Collaborate with other Team Leaders to improve working relationships, share pertinent information and improve service to clients and provide a contact point for anyone with concerns relating to any incidents or tickets handled by a member of the team;
Ø Follow up and investigate any complaints concerning performance of the Client Service Desk Technical Support Specialists and take appropriate actions;
Ø Ensure service request response times are meeting the operational and service level priority agreements;
Ø Assist Client Service Desk Technical Support Specialists with escalated incident/problem resolutions, follow-up on client expressed dissatisfaction with service and resolve any differences between Client Service Desk Technical Support Specialists and customer interpretation of an incident;
Ø Analyze, research and ensure proper handling of all incidents identified by members of the team that cannot be resolved with existing processes or information;
Ø Identify any issues with Operational and Service Level Agreements, existing processes and procedures and recommend enhancements to the Client Service Desk Senior Team Leader and the Client Service Desk Supervisor;
Ø Review new suggestions or updates to information, solutions, scripts, etc, proposed by the Client Service Desk Technical Support Specialists, for inclusion in the appropriate Knowledge Base;
Ø Research, prepare documentation, provide in-services and just-in-time training to Client Service Desk Technical Support Specialists on new or updated services or initiatives;
Ø Maintain current with industry tools, trends and best practices.
Ø Act as a backup for other Team Leaders and to the Senior Team Leader as required;
Ø Periodically may be assigned to work in other functional areas within IT Services; and
Ø Other related duties as assigned.
Qualifications:
Ø University Degree in Computer Technology or related field, with eighteen months directly related experience in a Client Service Desk or Information Technology environment or equivalent combination of education and experience;
Ø Certification acquired as Microsoft Certified Professional (MCP), HDI Team Lead Certification; ITIL Training/Certification or strong knowledge of IT Service Management (ITSM) and ITIL processes;
Ø Knowledge and demonstrated experience in using IT service management applications (i.e., ServiceNow or other ITSM solution) and Contact Centre Interaction Management (CIM) systems (i.e., Apropos, Five9 or other Contact Centre Interaction Management (CIM) systems);
Ø Technical skills include expert knowledge in the support of computer hardware devices running Windows, Mac OS, iOS, Chrome and Android operating systems; hardware peripherals, office phones, smartphones and networking infrastructure (WAN, Wi-Fi) connectivity and support issues.
Ø Demonstrated experience supporting account management tools and software applications such Microsoft Office Suite, Google Workspace, Apple and Chrome academic supported apps, email systems (i.e. Exchange Outlook, Gmail), collaboration tools (i.e. Academic Workspace, Microsoft, virtual conferencing), on-prem and cloud applications such as Mobile Device Management, business applications such as SAP, SIS, Insignia and remote learning management systems such as Brightspace, Google Classroom, virtual communication, such as Zoom, Google Meet, Teams and Ministry approved and other academic and admin software;
Ø Expert knowledge of the SAP HR/Payroll, SAP Financial, SAP CRM, and SAP Plant Maintenance applications;
Ø Demonstrated experience using remote control software, VPN, wireless access points, and wireless devices such as Smartphones, iPads, Chrome, BYOD, etc.;
Ø Knowledge of the contents/intent and adherence to customer Service Level Agreements; IT Services Operational Level Agreements and compliance with TDSB, ITS and Client Service Desk guiding principles, policies and procedures;
Ø Understanding of IT performance measurement programs, overall and specific to Client Service Desk Operation;
Ø Ability to provide direction and guidance to staff and proven team building skills;
Ø Ability to resolve escalated calls and/or interface with supports in other departments to get resolution;
Ø Interaction handling and customer relationship skills to ensure high customer satisfaction;
Ø Excellent oral, written, interpersonal and organizational and time management skills;
Ø Strong analytical, reasoning and problem-solving skills; and
Ø Proven ability to work under pressure, multi-task, prioritize and consistently meet deadlines.
Special Requirements:
Ø Requires some travel across TDSB sites; and
Ø Shift hours and lunch hours will be staggered to ensure operational continuity.
Location: 1 Civic Centre Court (Wheelchair Accessible) (Hybrid Work Eligible)
Hours: 35 Hours per week to be scheduled according to operational requirements
Work Year: 12 Months
Please note:
Applications must be submitted:
1. In résumé form with a covering letter as one single document to Application.Submission@tdsb.on.ca
2. With competition # CUPE C-24-0038UE in the subject line
3. Apply no later than 4:30 p.m. on February 22, 2024
Only applicants selected for an interview will be contacted. Applications will not be acknowledged in writing.
We strive to meet the accommodation needs of persons with disabilities. Applicants are encouraged to make their needs for accommodation known in advance, during the application process.
The TDSB follows a hybrid work structure where some employees may be able to work remotely at times, based on operational requirements. Please refer to Policy P103, Flexible Working Arrangements for more information.
