17 Oct

Supervisor Client Services Technology Support Jobs Vacancy in Town Milton

Supervisor Client Services Technology Support
Town Milton
17 Oct, 2018 30+ days ago

Town Milton urgently required following position for Supervisor Client Services Technology Support. Please read this job advertisement carefully before apply. There are some qualifications, experience and skills requirement that the employers require. Does your career history fit these requirements? Ensure you understand the role you are applying for and that it is suited to your skills and qualifications.

Follow the online directions, complete all the necessary fields, and provide all relevant information so your application is submitted correctly. When you click the 'Apply this Job' button (open in new window) you will be taken to the online application form. Here you will be asked to provide personal and contact details, respond to employment-related questions, and show how you meet the key selection criteria.

Supervisor Client Services Technology Support Jobs Vacancy in Town Milton Jobs Details:

The Town of Milton’s Corporate Services Department is accepting applications for the full-time position of Supervisor, Client Services & Technology Support. Reporting to the Manager, Technology Architecture & Security this position is responsible for ensuring that departments have access to the tools, technologies, and services to support corporate strategies, daily operations and enhance organizational efficiencies. This position is also responsible for developing, managing, and enforcing the processes, procedures, and strategies that govern service and support delivery by Client Services and Technology Support.

Key Responsibilities

Strategy & Planning

  • Participate in the I.T. management team developing, implementing, and governing standard operational processes and procedures related to service delivery, technical support, and client technology strategy for the organization
  • Develop and implement strategies for SLAs and oversee I.T. incident and problem resolution
  • Research, develop and implement enhancements to streamline service delivery
  • Develop and manage the Operational business unit budget
  • Assess requirements for software/hardware, research and recommend solutions, and develop capital budgets
  • Establish relationships and oversee vendor contracts with respect to hardware, software, and cellular resources
  • Establish policies, procedures, and systems for tracking I.T. asset usage, deployment, and end-of-life disposal

Acquisition & Deployment

  • Procure and manage deployment of client hardware and software solutions servicing both internal staff and residents
  • Conduct research on emerging client products, services, and standards in support of client service technologies
  • Liaise with vendors for the procurement of new systems technologies
  • Manage the preparation/evaluation of RFP, RFQ, Agreements, and Tender documents for all client hardware/software

Team Leadership & Operational Management

  • Manage processing of incoming calls to the help desk to ensure effective resolution of end-user requests and issues
  • Develop strategies, goals and priorities for the I.T. client support group, utilizing performance metrics, statistical analysis, and feedback, to ensure alignment with corporate direction
  • Design and enforce request handling and escalation policies/procedures for first and second-level I.T. support staff
  • Provide oversight for I.T. afterhours support including escalation for emergency management procedures
  • Direct and/or implement high-impact or time-sensitive issue resolutions; including installing and upgrading hardware/software, implementing file backups, and configuring systems and applications
  • Manage I.T inventory processes for all technology assets across the organization
  • Track and analyze trends in Help Desk requests and generate statistical reports
  • Assess need and provide recommendations for system reconfigurations based on request trends
  • Develop and implement training programs to increase computer literacy and self-sufficiency across the organization
  • Manage the development, implementation, and administration of support staff training procedures and policies
  • Ensure all help desk and support functions are performed according to security and privacy standards
  • Manage and oversee the project portfolio for the client services and technology support group
  • Complies with and assumes appropriate responsibility for health and safety practices of the division in accordance with standard operating guidelines and the Occupational Health & Safety Act


  • Degree in Computer Science, Business Administration or related field
  • Minimum five (5) years of progressive experience leading technical client service and support teams
  • ITIL v3 and Microsoft Certified Professional (MCP) Certifications required
  • In depth knowledge of Information Technology Infrastructure Library (ITIL) with the ability to strategically align I.T. support services to the practices and processes outlined by the ITIL framework
  • Proven ability to create, implement and consistently meet service level agreement (SLA) targets across the organization
  • Demonstrated application of project management practices
  • Solid relationship management and performance management skills, as well as the ability to motivate and direct team members
  • Exceptional communication skills with the ability to present technical ideas in a non-technical language
  • Keen attention to detail with proven analytical and problem-solving abilities
  • Ability to effectively prioritize and execute tasks in a high-pressure environment
  • Exceptional customer service orientation
  • Previous experience working within a municipal environment is an asset

Salary Range: $80,465 – $100,581

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