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Client Services Supervisor At City of Cambridge

Location: Cambridge, Ontario

Job Description

People, Place, Prosperity


Working within our Strategic Plan of People, Place, and Prosperity, and committing to our values of Integrity, Respect, Inclusiveness and Service, the successful candidate will work together to make the City of Cambridge a place for people to prosper – alive with opportunity.




Job Profile


Reporting to the Manager of Technology Systems & Support Services (MTSSS), within the Technology Services Division of the Corporate Services Department, this position is responsible for the following duties:




What you will be doing


  • Assists the MTSSS in managing the TS Support Services, and performs as a backup to the MTSSS.
  • Recruiting, leading, coaching, mentoring and developing team consisting of Service Desk customer service agents/Support Technicians to meet service and delivery requirements. Actively plan, direct, coordinate and review their work plans and assign work activities and projects.
  • Collaborating and working alongside city departments in developing and maintaining a customer service plan that supports the organization’s business needs.
  • Develop and maintain Service Level Agreements (SLAs) to establish problem resolution expectations and timeframes. Conduct service level surveys.
  • Develop, maintain and enforce service request handling and escalation policies and procedures that outline how issues are identified, documented, assigned and corrected.
  • Analyze performance of Service Desk activities and documented resolutions, identify problem areas, and devise and deliver solutions to enhance quality of service and to prevent future problems.
  • Conduct research on emerging products, services, protocols and standards in support of Service Desk technology procurement and development efforts.
  • Track and analyze trends in Service Desk incidents, service requests and general statistical reporting.
  • Identify, recommend, develop and implement end user training programs to increase computer literacy and self-sufficiency.



Education


Undergraduate Level - Four years or equivalent in Computer Science or Similar




Certifications


Professional Certification in ITIL (Information Technology Infrastructure Library) is required.




Experience and Knowledge


A minimum of five (5) plus years’ experience, including:

  • Experience in a supervisory role
  • Excellent understanding of the organization’s goals and objectives
  • Proven experience in overseeing the direction, development, and implementation of service level agreements
  • General ITIL and customer service standards
  • Experience in developing and deploying project best practices, policies, procedures, and processes
  • Strong knowledge of system and software quality assurance best practices and methodologies



We will ask you for these items if you are hired


Proof of your current and valid certificate(s) and/or educational qualifications.

Valid G driver's license.

Supervisor Health & Safety Awareness Training Certificate from the Ministry of Labour




Your compensation


The annual salary range for this non-union position is $81,258 to $99,093 (Band Level 5). We offer a comprehensive benefit package and are an Ontario Municipal Employees Retirement System (OMERS) employer.




Hours of work


Monday to Friday, 8:30 a.m. to 4:30 p.m. (35 hours per week)




Advertisement expiration date


To apply for this position visit: www.cambridge.ca/careers. This posting closes on February 6, 2019.




Accommodation needs and protection of privacy


The City of Cambridge is committed to inclusion and diversity and encourages applications from all qualified individuals. Accommodations are available on request for candidates taking part in all aspects of the selection process. Please make your needs known in advance by contacting the Human Resources Division.

Personal information collected in relation to the recruitment process is collected under the authority outlined in the Municipal Freedom of Information and Protection of Privacy Act and used solely to determine eligibility for employment with the City of Cambridge only.