SUPERVISOR, SERVICE DESK (Existing position)

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1 Edmonton Catholic Schools is now accepting applications for the position of SUPERVISOR, SERVICE DESK (Existing position) Edmonton Catholic Schools is a large urban school district whose mission is to provide a Catholic education that inspires students to learn and that prepares them to live fully and to serve God in one another. The District is comprised of over 39,000 students and 3,500 employees in 89 schools and other sites. The Supervisor, Service Desk manages the delivery of service desk support including Level 1 and Level 4 support services through a team of three professional staff. The job provides dayto-day guidance and support to ensure that the area is achieving predefined end-user service levels. The incumbent is accountable for end-user satisfaction by ensuring that the staff meet or exceed expectations in regards to performance, meeting defined metrics/benchmarks. The job oversees and directs the activities associated with a continual improvement process to optimize existing processes and identify and implement new processes as required. The job manages the ongoing customization and maintenance of the district s service desk software solution, including the development and monitoring of workflows that keep analysts and the end-users informed of changes to Incident/Service request. The job provides direct support to the PowerSchool Support Analyst for electronic student records information system (PowerSchool), server maintenance and troubleshooting. This is a 12 month, Out of Scope, Level 7, permanent, full-time position with a salary range of $78, $97, to commence as soon as possible. For additional information on this position please contact Dan Durand at Please a letter of interest and resume by 4:00 p.m., Wednesday, April 8, 2015 to: Corinne King, Manager, Staffing Human Resource Services Prior to employment, successful candidates will be required to submit Police Information Check and Intervention Record Check documents. We thank all candidates for their interest. Only applicants considered for the position will be contacted. Job Responsibilities: Oversee 100% of the requests, incidents and problems and act as escalation point for all service requests and incidents; Manage and coordinate activities associated with urgent and/or complicated support issues; Participate in the development and evolution of the service desk processes to ensure effective escalation and information sharing within the organization; Train, coach and mentor Service Desk Specialists (Level 1/4) including career and professional development; Provide data and reporting to assist with identifying trends and/or common IT support issues. Analyse incident data to help develop strategies to improve end-user services and knowledge; Develop and manage employee s shifts and schedules to ensure adequate support exist at all times; Develop Service Level Agreements to meet the differing needs of the departments and schools helping to establish acceptable expectations and performance measures. Qualifications: Degree or diploma in a related area, or industry specific credentials such as Infrastructure Library Foundation (ITIL) certification, plus five years of directly related experience; Microsoft Certified Information Technology Professional (MCP designation) Experience with Systems Centre Service Management an asset In-depth Knowledge of: Enterprise Service Desk solutions, ITIL processes, Knowledge of: Windows desktop server operating systems and Microsoft Office product, Microsoft Active Directory, and Virtualization. Knowledge of project planning principles and techniques; supervisory techniques, HR management practices and performance management principles; Strong leadership skills and the ability to coach, train and mentor staff; Strong troubleshooting, problem solving, analytical, needs assessment and project management skills; Ability to travel to schools within the City of Edmonton. A complete job description is shown below.

2 JOB IDENTIFICATION: Incumbent: Vacant Current Classification Level: 7 Supervisor s Name: Location: Catholic Education Centre Working Title: Supervisor, Service Desk Requested Classification Level: Supervisor s Working Title: Manager Department: Information and Infrastructure Technology Services Program: Data Management Services PRIMARY FOCUS/OVERALL ACCOUNTABILITY: Provide a brief summary of the job, covering the main responsibilities, the framework within which the job has to operate and the main contribution to the organization. The job manages the delivery of service desk support including Level 1 and Level 4 support services through a team of three professional staff. The job provides day-to-day guidance and support to ensure that the area is achieving predefined end-user service levels. The incumbent is accountable for end-user satisfaction by ensuring that the staff meet or exceed expectations in regards to performance, meeting defined metrics/benchmarks. The job oversees and directs the activities associated with a continual improvement process to optimize existing processes and identify and implement new processes as required. The job manages the ongoing customization and maintenance of the district s service desk software solution, including the development and monitoring of workflows that keep analysts and the end-users informed of changes to Incident/Service request. The job provides direct support to the PowerSchool Support Analyst for electronic student records information system (PowerSchool), server maintenance and troubleshooting. JOB RESPONSIBILITIES AND ACTIVITIES: Normally a job has four to eight core responsibilities, each of which shows what the job is accountable for, within what framework, and what the added value is. For each responsibility, approximately four major activities should be described. List the core responsibilities in ascending order of importance. 1. Oversee 100% of the requests, incidents and problems. Act as escalation point for all service requests and incidents. 2. Manage and coordinate activities associated with urgent and/or complicated support issues. 3. Determine root cause of issues and communicate appropriately and develop knowledge items for future reference. 4. Participate in the development and evolution of the service desk processes to ensure effective escalation and information sharing within the organization. 5. Train, coach and mentor Service Desk Specialists (Level 1/4) including career and professional development. 6. Develop or obtain training material to support staff with the effective use of ECSD systems and software solutions. 7. Develop and manage employee s shifts and schedules to ensure adequate support exist at all times. 8. Develop an effective and workable framework for managing and improving customer IT support services across the organization using industry standard IT Infrastructure Library (ITIL) processes. 9. Provide data and reporting to assist with identifying trends and/or common IT support issues. Analyse incident data to help develop strategies to improve end-user services and knowledge. 10. Create ad-hoc, weekly, monthly or daily reports for the IT Director and department managers. 11. Monitor and manage phone queue (participating in escalated calls as needed). Focus on developing the service desk as a single source for information and support associated with anything IT related. Updated March 20,

3 JOB RESPONSIBILITIES AND ACTIVITIES: Normally a job has four to eight core responsibilities, each of which shows what the job is accountable for, within what framework, and what the added value is. For each responsibility, approximately four major activities should be described. List the core responsibilities in ascending order of importance. 12. Develop Service Level Agreements to meet the differing needs of the departments and schools helping to establish acceptable expectations and performance measures. 13. Manage processes for communicating outage/emergency activities to the organization in an efficient and effective manner. 14. Identify and oversee the constant improvement of the district s service desk software solution in an effort to improve service while managing associated support cost. 15. Advise management on situations that may require additional client support or escalation. 16. Maintain an active role in supporting the district student records information system (PowerSchool) applying upgrades and system patches keeping the system up to date to ensure appropriate integration with PASI. 17. Maintain both technical and supervisory knowledge and skills through a range of professional development activities. PROBLEM SOLVING: Describe difficult or challenging situations the position is typically expected to solve; the degree of originality of the solutions; assistance available; and any problems or decisions that must be referred to a supervisor for resolution or approval This position must make decisions with little guidance regarding what appropriate actions should be taken to engage additional technical resources in an effort to bring about timely and effective solutions. This position must assess problem severity on a regular basis and escalate as required. Any issue that is identified as critical requires management approval before it can be escalated to critical status. Critical status calls take priority over any other call that may be queued or in progress. ORGANIZATIONAL DATA: Identify any measurable areas upon which the job has either direct or indirect impact. Measures that may be included are: number of staff supervised, annual operating budget, number and size of projects, clients served or any other significant values. Include examples that indicate the size of the job. Attach a complete Organization Chart that includes supervisor, peers, direct reports and staff. This position directly supervises 3 Out of Scope employees. This position has district-wide impact and is directly responsible to oversee the activities associated with recording and tracking the service request from approximately 3400 employees across 94 sites. In addition this position assumes responsibility for the configuration, customization and maintenance of the District s System Centre Service Desk and maintaining PowerSchool upgrades and security as they apply to PASI. REPORTING RELATIONSHIPS: Identify the jobs and the number of incumbents within each job that report directly to you. Provide a brief summary of each subordinate job s purpose. Job Title Job Responsibilities Technology Facilitator Provide technical support to district staff for first level technology (2 jobs) needs. The job works with department staff to acquire expertise, guidance and assistance with computer hardware, software and utilities used on workstations, meeting rooms and local area networks. Call Centre Analyst Provide first line-support to district end-users. Perform technical diagnostics and problem resolution, respond to inquiries and escalate resolution when needed. Updated March 20,

4 CONTACTS: Identify internal and/or external contacts such as co-workers, clients, stakeholders and partners. Indicate the nature and purpose of contact (i.e. to deliver information, present data, negotiate contracts, etc.) and frequency (daily, weekly, monthly etc.). Contact Nature and Purpose Frequency Principals and school staff Vendors, suppliers, contractors and service providers I & ITS staff Director, I & ITS Facilities Services District staff Network of technical contacts To provide and exchange information To conduct needs assessment To resolve problems and provide expert guidance To obtain resources and resolve problems To request services and address warranty issues To obtain information on products and emerging technology To research products to enhance services being provided. To provide and obtain information To resolve problems and share best practices To collaborate on cross-district initiatives and projects To align systems services provided to end-users To provide and exchange information To conduct needs assessment To resolve problems and provide expert guidance To arrange installation or repair of smart boards, projectors, wiring and equipment To coordinate the implementation of the service desk solution to support electronic maintenance request To provide and obtain information To resolve problems To develop processes to enhance end-user support To provide and exchange information To resolve problems and share best practices Daily Frequently Daily Ongoing As required As required As required Job Qualifications: Include a list of the most important knowledge factors, including knowledge about practical procedures, specialized techniques etc. Outline specific training that is needed to do the work and any occupational certification/registration required for the job. Include a list of competencies (skills and abilities) critical in performing the job. Knowledge and Experience Competencies Degree or diploma in a related area, or industry specific credentials such as Infrastructure Library Strong leadership skills and the ability to coach, train and mentor staff Foundation (ITIL) certification, plus five years of Strong team skills and the ability to work independently directly related experience Strong interpersonal communication skills and the ability to Microsoft Certified Information Technology Professional (MCP designation) communicate with a range of non-technical end-users, both written and verbal. Experience with Systems Centre Service Management an asset Strong consultation skills and the ability to influence decision-making In-depth Knowledge of: Enterprise Service Desk solutions, ITIL processes, Strong troubleshooting, problem solving, analytical, needs assessment and project management skills Knowledge of: Windows desktop server operating systems and Microsoft Office product, Microsoft Strong time management skills and ability to balance conflicting demands Active Directory, and Virtualization. Ability to travel to schools within the City of Edmonton Knowledge of project planning principles and techniques; supervisory techniques, HR management practices and performance management principles. In-depth knowledge of the school s business processes and procedures. Updated March 20,

5 General knowledge of the district/department operations, business, goals and objectives. Organizational Chart Director Manager, Data Management Services Manager, Software Development Service Manager, School Support Services Manager, Infrastructure Technology Services Supervisor, Service Desk Application Support Analyst (5 jobs) Project Manager Technology Facilitator (2 jobs) Call Centre Analyst I & ITS Data Management Services 20-Mar-15 Signatures The signatures below indicate that the incumbent, supervisor and principal/director have read, discussed, and agreed that the information accurately reflects the work assigned. Incumbent Supervisor Manager Name Signature Date Name Signature Date Name Signature Date Updated March 20,

6 This information is being collected under the authority of Board Governance Policy EL# 5 relating to Freedom of Information and Protection of Privacy (FOIP) Act and will be used to allocate positions within a classification plan and to manage the Edmonton Catholic School District s human resources program. If you have any questions about the collection of this information, contact the Assistant Superintendent, Human Resource Services Updated March 20,

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