POSITION NUMBER: LOCATION: Vancouver. DATE: February 2009

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1 POSITION TITLE: Team Lead Service Centre DIVISION/BRANCH: IS/IT CURRENT CLASSIFICATION LEVEL: IS27 SUPERVISOR S POSITION NUMBER POSITION NUMBER: LOCATION: Vancuver DATE: February 2009 SUPERVISOR S TITLE/CLASSIFICATION: IT Manager PROGRAM Cmmunity Living British Clumbia [CLBC] delivers supprt and services t individuals with develpmental disabilities and their families. CLBC staff strives t adhere t the crprate visin Gd lives in welcming cmmunities. JOB DUTIES AND ACCOUNTABLILITES This psitin serves as the Team Lead fr the Service Centre and Onsite System Specialists and is respnsible fr managing the Service Centre and Onsite System Specialist initiatives, including prvisining, prcurement, and help desk functins. This includes the develpment f plicies and prcedures fr internal and external custmers. SPECIFIC ACCOUNTABILITIES/DELIVERABLES Key rles include: As lead f the Service Centre and reginal Onsite System Specialists, plans and manages the Single Pint f Cntact (SPOC) Service Centre, Line f Business (LOB) help desk, IT prcurement, and security/prvisining functins. Ensures that the SPOC and LOB Help Desk teams prvide prmpt analysis, prblem reslutin, applicatin infrmatin prvisin and reprted prblem and infrmatin request dcumentatin. Respnsible fr change management, cnfiguratin management, security management, and prblem management as defined by IT Infrastructure Library (ITIL) standards. Manages and leads Infrmatin management/ technlgy/ systems prjects affecting multiple client and multi prgram needs utilizing prject management methdlgy t lead, plan, and identify strategies and prcesses necessary t cmplete business case analysis, feasibility studies, identificatin f technlgy ptins, csts and resurces (Asset Management, Ticketing System, and Knwledge Database).

2 Leads IT, prgram area staff and cntracted resurces in the develpment f prject specific business plans; crdinates slutins t ptentially prblematic technical issues; designs, evaluates, and recmmends standards apprpriate t plicies and bjectives as they pertain t new technlgies affecting acquisitin and use f hardware/sftware and related needs. Assembles prject teams, defines member rles and respnsibilities, establishes individual and cllective perfrmance expectatins, and identifies prject milestnes and deliverables; mnitrs wrk f prject teams; ensures prject implementatin adheres t centralized standards cncerned with data security and infrmatin share ability. Leads and/r participates in the develpment and maintenance f infrmatin technlgy standards and strategies, and prmtes the use f these standards; pilts the use f emerging technlgies in partnership with clients; participates n crss gvernment technlgy standards and develpment initiatives. Evaluates the effectiveness f the Service Centre and Onsite System Specialists in meeting the supprt mandate, with fcus n cntinuus imprvement including supprt fr CLBC technlgy training activities Manages Service Levels and Relatinship building functins between internal and external suppliers such as WTS, and/r ther Ministries. Establishes service level standards, metrics and targets, in additin t measuring and reprting t all levels f management and executives. Leads the develpment f tracking reprts and analytics t mnitr Service Centre capacity and quality. Analyzes Service Centre activity t determine trends and identify functinal issues. Supervises a team f IT prfessinal staff and prvides directin t varius prjects teams/grups; recruits, trains, delegates, mtivates, sets wrk pririties and evaluates wrk perfrmance. Leads the Service Centre and reginal Onsite System Specialist teams tactical and strategic plan suggestins fr maintaining and imprving client supprt services, and reviews the plans and budget impact with the IT Managers and/r IT Directr fr verificatin, mdificatin and apprval. Stays infrmed n best practices relating t Service Desk Operatins, and particular ITIL best practices; integrates best practices int CLBC Service standards and peratins. Prvides leadership and directin t sectin staff and advances the principles f quality client service by prmting a team apprach and creating and maintaining an envirnment that encurages and mtivates staff and ffers pprtunity fr career develpment. KNOWLEDGE, SKILLS AND ABILITIES Knwledge Of: Custmer service methdlgies; Human resurce management; Develpment f plicies and prcedures; Prject planning and implementatin; Team management; ITIL best practices fr service delivery;

3 IT security best practices and methdlgies; IT change management prcesses; Standard prject management methdlgies; System Develpment Life Cycle (SDLC). RTP, ITQ, and RFQ prcess/cntracting Ability t: wrk in a high-pressure envirnment and demnstrate sund prblem slving and analytical skills; travel within the prvince f British Clumbia; manage multiple pririties/prjects simultaneusly and prduce results within timelines; establish and maintain psitive and prductive wrking relatinships with management, clleagues, and staff; clearly and effectively cmmunicate, bth rally and written t a wide range f individuals, including demnstrated patience and tlerance and the ability t manage sensitive issues; prvide custmer service, supprt and satisfactin; priritize tasks; mtivate the team; create technical dcumentatin; have diplmacy and tact. Ability t wrk in fast past, high pressure time sensitive envirnment Ability t adapt t changing pririties Skills: excellent listening skills with the ability t quickly grasp key issues f infrmatin; prvide strng leadership skills excellent custmer relatins skills; strng human resurce management skills; strng rganizatinal and time management skills; wrk n a variety f cmplex systems envirnments, including cnfiguratin, installatin and integratin; reslve cmplex prblems in technical envirnments; cmmunicate effectively with all levels f management and Executives; manage and wrk n multiple assignments with tight deadlines and changing pririties; perfrm in a cnsulting rle and wrk in a team envirnment; deliver results with a high degree f accuracy and attentin t detail; mnitr perfrmance and be accuntable fr cmmitments; excellent ral and written cmmunicatin skills with a team-fcused apprach and strng custmer supprt fcus; excellent interpersnal skills; high degree f initiative and self-mtivatin; FINANCIAL AUTHORITY Authrized spending authrity t prcure all IT hardware and sftware.

4 COMPETENCIES Analytical Thinking: the ability t cmprehend a situatin by breaking it dwn its cmpnents and identifying key f underlying cmplex issues. It implies the ability t systematically rganize and cmpare the varius aspects f a prblem r situatin, and determine cause-and-effect relatinships t reslve prblems in a sund, decisive manner. Checks t ensure the validity r accuracy f all infrmatin. Custmer/Client Develpment: the genuine intent t fster the learning r develpment f a diverse clientele. Custmers/clients include the public, internal clients, clleagues, partners, c-wrkers, peers, branches, ministries/agencies and ther gvernment rganizatins. Flexibility: the ability and willingness t adapt t and wrk effectively within a variety f diverse situatins, and with diverse individuals r grups. Flexibility entails understanding and appreciating different and ppsing perspective n an issue, adapting ne s apprach as situatins change within ne s wn jb r rganizatin. Teamwrk and Cperatin: the ability t wrk c-peratively with diverse teams, wrk grups and acrss the rganizatin achieve grup and rganizatinal gals. Service Orientatin: implies a desire t identify and serve custmers/clients, wh may include the public; clleagues, partners, c-wrkers, peers, branches, ministries/agencies and ther gvernmental rganizatins. It means fcusing ne s effrts n discvering and meeting the needs f the custmer/client. Listening, Understanding and Respnding; the desire and ability t understand and respnd effectively t ther peple frm diverse backgrunds. It includes the ability t understand accurately and respnd effectively t spken and unspken r partly expressed thughts, feelings and cncerns f thers. Peple wh demnstrate high levels f this cmpetency shw a deep and cmplex understanding f thers, including crss-cultural sensitivity. Initiative invlves identifying a prblem, bstacle r pprtunity and taking apprpriate actin t address current r future prblems r pprtunities. Results Orientatin is a cncern fr surpassing a standard f excellence. Prblem Slving and Judgment is the ability t analyze prblems systematically, rganize infrmatin, identify key factrs, identify underlying causes and generate slutins. Leadership implies a desire and ability t lead thers, including diverse teams. Leadership is generally, but nt always, demnstrated frm a psitin f frmal authrity. The team here shuld be understd bradly as any grup with which the persn interacts regularly. Leading thers is inspiring peple and teams t reach their fullest ptential. Leadership is abut psitively influencing peple and events and can be demnstrated at every level f an rganizatin. Organizatinal Cmmitment is the ability and willingness t align ne s wn behavir with the needs, pririties and gals f the rganizatin, and t prmte rganizatinal gals t meet rganizatinal needs. It als includes acting in accrdance with rganizatinal decisins and behaving with integrity. EDUCATION

5 Degree in infrmatin technlgy, cmputer science r similar field plus three years peratinal management/help desk envirnment experience; OR a diplma in infrmatin technlgy, cmputer science r similar field plus five years peratinal management/help desk experience and tw years IT prject management. SPECIAL REQUIREMENTS Pssessin f a valid class 5 Drivers license and a clean Driver s Abstract is required. Use f wn vehicle n expenses. Applicant subject t a criminal recrd review. PROJECT/TEAM LEADERSHIP OR TRAINING (Check the apprpriate bxes) ROLE # f FTE s ROLE # f FTE s Directly Supervises staff X 12 Prvides frmal training t ther staff Lead prject teams X 12 Assigns, mnitrs & examines the wrk f staff X 12 I cnfirm that: 1. The accuntabilities/deliverables were assigned t this psitin effective; (Date). 2. The infrmatin in this psitin descriptin reflects the actual wrk perfrmed. 3. A cpy has/will be prvided t the incumbent(s). Name: Signature: Date:

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