Service Desk Team Lead

This position offers a comprehensive benefits package which can be viewed at: www.hrs.ualberta.ca.

MEDIT is a service unit in the Faculty of Medicine and Dentistry which provides IT services for 500 fulltime tenure track faculty, over 2000 support staff in over 14 locations across the University Campus and the City of Edmonton.  MEDIT currently employs 27 full-time staff.  This is a senior leadership position in the MEDIT team which demands individuals’ who have the ability to coach and mentor staff, handle high pressure situations; make complex recommendations/decisions on a wide range of situations.  In addition, these senior leadership positions in the team provide one on one training and support to team members and oversee daily operations. The Service Desk Team Lead reports directly to the IT Manager.

Duties 

• Performs leadership functions on the team, including mentoring and coaching team members, corrective action of team members, and completion of performance evaluations
• Inspires and energizes team members in support of MedIT’s vision and its mandate
• Actively promotes the mission and goals of the group as it relates to the strategic direction of the organization
• Cooperates with other team leaders to improve overall MedIT operations and customer service
• Is the first line of resource for technician team members and helps to think through complex problems in an innovative manner
• Assesses staff training needs through results analysis of productivity and other reports and provides coaching and on the job training to team members
• Continuously provides information and techniques to the team to be able to complete essential duties and responsibilities
• Motivates the team to be a high performing unit
• Resolves (or refers) complex or significant issues escalated by team members in order to ensure service standards are met
• Modifies procedures and recommends modifications of processes, guidelines and policies
• Demonstrates the ability to vision and perform long term planning
• Ensures the team have a clear understanding of how they fit into and support the overall Faculty’s strategic initiatives
• Keeps up to date with current IT trends and disseminate information for team members
• Liaises with Academic Information and Communication Technologies (AICT), Alberta Health Services (AHS) and other partners
• Oversees and monitors Service Desk requests to insure timely resolution within service levels and identify trends
• Continuously seeks for opportunities to improve quality and efficiency of service and effectiveness of technology solutions
• Practices Business Analysis methodologies to better understand business needs and concerns

Qualifications

• Post-secondary diploma in Computer Technology; equivalent combinations of education and experience will be considered
• Proven experience managing and developing an operations team with specialized skills and capabilities
• 5+ years working in a leadership role with an operations function or in an academic organization
• High level expertise in incident, problem, change and knowledge management
• Extensive experience with multiple and complex customer interactions
• Ability to handle high volumes and work effectively under pressure and meet deadlines
• Ability to make quick reliable decisions and exercise judgment based on facts available
• Ability to build strong relationships with key stakeholders at all levels of the organization
• Broad knowledge of IT industry technologies, products and software packages
• Experience supporting users in an environment with virtual desktop’s and application’s would be an asset
• IT Infrastructure Library (ITIL) – Foundations Course is an asset
• Experience with Service Desk ticketing and incident management systems
• Strong communication (oral and written), problem solving and time management skills
• A positive attitude with creative strategic thinking and willingness to learn new technologies
• The ability to motivate people
• A responsible attitude and ability to lead by example
• The ability to plan and prioritize own work and other people's

How to Apply

Apply Online

Note: Online applications are accepted until midnight Mountain Standard Time of the closing date.

We thank all applicants for their interest; however, only those individuals selected for an interview will be contacted.

The University of Alberta hires on the basis of merit. We are committed to the principle of equity in employment. We welcome diversity and encourage applications from all qualified women and men, including persons with disabilities, members of visible minorities, and Aboriginal persons.