About this role
Supervisor IT GroupRequisition ID: 46760 OrganizationVancouver is consistently ranked as one of the world?s most liveable and environmentally sustainable cities. Recognized among BC?s Top Employers and Canada?s Greenest Employers, the City of Vancouver is seeking colleagues who can help advance our core commitments to exceptional public service, sustainability, equity, and an outstanding quality of life for all residents.With a strong commitment to being a City of Reconciliation, we invite you to join our dedicated team and become part of an innovative, inclusive, and engaging workplace. A career with the City of Vancouver and within the broader public service, offers meaningful work where you play a key role in ensuring equitable access to services, upholding ethical governance, and supporting the needs of citizens with integrity and dedication.Main Purpose and FunctionThe Desktop Supervisor performs supervisory, technical and administrative work entailing responsibility for planning, organizing, and monitoring the delivery of desktop and technical services delivered Citywide. The Supervisor is responsible for meeting key departmental metrics, including service response time, SLA breach procedures, remote service handling, works schedules, and staff dispatch for field work. The position investigates, assesses and resolves technical problems in the desktop environment and laisses with vendor representatives referring complex problems or decisions based on department work in-take and escalation procedures. The Supervisor sets team operations and provides staff management for team of up to 10 technical resources including work plan, staff development and coaching, standard procedures and documentation; includes implementation of corporate policies and initiatives within desktop service area. The Supervisor acts as a project leader or technical resource on assigned projects setting work priorities, objectives and scope, and delivering desktop services to support project. The role provides advice and assistance to clients and seniors staff regarding enhancement and functionality of desktop technologiesSpecific Duties and Responsibilities Plans, assigns, supervises and reviews the work of a small to moderate sized group of technical staff engaged in providing various support services; establishes service levels and sets priorities; trains staff and ensures knowledge of corporate policies and procedures, software applications and technological developments remains current. Establishes and monitors performance standards and best practices, prepares work schedules, aligns priorities, and oversees the work of subordinates. Ensures standard processes and procedures are being followed by the team when performing duties; including work safe and corporate policies. Coordinates the work of desktop support technicians and specialists including subject matter experts, external consultants and other IT resources as well as software/hardware vendor staff. Provides direction and support for daily operations and works closely with the Desktop Services Manager to identify, implement and support desktop technology solutions for the City. Monitors escalations and assigns support staff as required; escalate and notify senior resources as required Reports on queue metrics for weekly, monthly, quarterly and annual reporting Schedules resources as required for planned work (office moves, hardware installations, procurement, planned events, etc.) Manages the work schedule including support coverage hours, staff time off (vacation, other leaves) and overtime / stand-by Ensures training of new and existing team members; included detailed training program and on-going coaching and skill development Participating in performance evaluations Responsible for responding to escalations and urgent requests; setting communication standards and following escalation procedures. Identify trends for tickets and service requests and recommend actions to proactivel