using the following nine factors of job evaluation ( complexity. knowledge, work experience, initiative, result of errors, contacts, supervision( character and scope), physical/ mental demands and working conditions), evaluate the following job.

The Corporation of the City of Thunder Bay Human Resources & Corporate Safety Division

POSITION DESCRIPTION

POSITION TITLE:	SUPERVISOR IT SERVICE DESK
DEPARTMENT:	CORPORATE SERVICES & LONG TERM CARE
DIVISION:	CORPORATE INFORMATION TECHNOLOGY
SECTION:	IT SERVICE DESK
GENERAL SUPERVISOR:	MANAGER CORPORATE INFORMATION TECHNOLOGY
AFFILIATION:	MANAGERIAL	GROUP:	10

POSITION SUMMARY: Under the general direction of the Manager - Corporate Information Technology, provides timely delivery of quality support services to IT customers. Key responsibilities include providing a single point of contact for internal customers, providing network and application software access; managing the desktop hardware and application software installation and support process, maintaining a solutions database, participating in the strategic planning processes, coordinating the Corporate computer training program, managing back tapes and communicating with customers.

MAJOR RESPONSIBILITIES:

1. Supervises and coordinates the IT Service Desk Section, computer training, corporate user access, desktop hardware and application support and installation, and effective customer communication.
2. Responsible for the implementation of the incident management process; ensures all incidents are logged, monitors incident resolution and progress, develops a solutions repository, and keeps the user informed of progress; serves as an escalation point for complex and difficult calls.
3. Develops and continually evolves the Service Desk Strategy; establishes and promotes the Service Desk as a single point of contact and meets the communication needs of both IT and customers, works with CIT section Supervisors to review challenge areas and recommends process improvements.
4. Coordinates the IT training program for the Corporation and the CIT training room, identifies corporate needs and determines appropriate training sessions, develops the outline for in-house training sessions and collaborates with Human Resources to identify external training sessions.
5. Gathers and analyzes metrics to benchmark the service desk performance and identifies trends in reported issues and provides solutions to reduce high volume service desk incidents.
6. Maintains and audits the IT asset database.
7. Participates in maintaining the technology recovery plan.
8. Assesses Section staffing needs, makes recommendations on complement amendments and organizational structure, participates in the recruitment processes, and makes effective hiring decisions.
9. Supervises Section staff including staff development, performance management/review, coaching/mentoring, health and safety, collective agreement administration, discipline and termination decisions.
10. Assures compliance with Corporate programs and objectives and takes corrective actions where required.
11. Develops and implements work plans and schedules, and takes appropriate action to ensure Section, Division, and Department objectives are achieved.
12. Ensures accurate Departmental records are maintained in accordance with Corporate policies.
13. Prepares and monitors annual capital and operating budget for the Section, takes corrective action to ensure budget compliance and assists in the development of Division budgets.
14. Participates in Corporate-wide initiatives and cross-functional teams as required.
15. Prepares reports, business cases, and customer surveys and studies and provides recommendations relating to the implementation of new and existing information systems technology services.
16. Maintains effective and cooperative liaison with clients, staff, vendors, suppliers, service providers, and staff in other organizations; maintains a high standard of public relations at all times.
17. Performs such other related duties as may be assigned.

QUALIFICATIONS:

Education/Experience

• Degree in computer science or a degree in business administration majoring in information systems, together with three to five years' related experience; or
• Diploma relating to computer systems/network technology, together with four to six years' related experience.
• Three to five years' supervisory experience is required, preferably in a unionized environment.

Skills/Abilities:

• Demonstrated attitude to excel at supporting client excellence;
• Strong understanding of organizational goals and objectives andproject management principles;
• Superior ability to communicate effectively and concisely, both orally and in writing, with the ability to present ideas in a business friendly and user friendly language;
• Superior ability to establish and maintain effective working relations with other departments, subordinates, co-workers, and the general public;
• Strong leadership skills together with the ability to motivate staff;
• Ability to improve Divisional effectiveness and efficiency;
• Strong knowledge of network infrastructure and software application development;
• In depth knowledge of applicable data security practices and law;
• Highly self-motivated and directed;
• Proven analytical, critical thinking and problem solving abilities;
• Ability to effectively prioritize and execute tasks in a high pressure environment;
• Must be competent within the meaning of the Occupational Health and Safety Act.

Assets:

• Experience with SAP software;
• ITIL Foundations and Service Desk Training;
• Knowledge of the functions of City departments, outside boards and local community groups.

CONDITION OF EMPLOYMENT:

• Must undergo a successfulCriminal Record and Judicial Matters Check (CRJMC)
• Must sign and abide by Employee Confidentiality Statement
• May be required to attend meetings outside regular working hours
• May be required to travel to various work locations and provide own transportation
• May be required to be on call