The IS Helpdesk Supervisor supervises the IS Helpdesk staff in their day-to-day responsibilities, while providing excellent customer service, standardized ITIL processes and timely resolution of all incidents and service requests. The IS Helpdesk Supervisor will also establish strong relationships and manage contracts with applicable Vendors.
You will be responsible for your personal safety and that of your co-workers by observing all Occupational Health and Safety Rules and Regulations and Halifax Water’s Occupational Health and Safety Program Manual.
Strategy & Planning
- Assist in development of business continuity and disaster recovery plans and maintain current knowledge of planned executables
- Determine future training requirements for IS Helpdesk staff that align with the implementation of new technologies
- Assist in development and implementation of Ransomware Incident Response Plan including simulation tests
- Capacity monitoring and planning for future staffing requirements
- Establish relationships with Vendors and ensure Service Level Agreements (SLA’s) are being adhered to
- Develop and maintain supporting documents for IS applications and systems
- Participate in management activities such as hiring, performance evaluation, discipline, labour relations and budgeting processes
Acquisition & Deployment
- Oversee deployment of computers as part of the annual computer replacement program and operate within budgets
- Conduct, research, evaluate and purchase, computer hardware and software applications
Operational Management
- Supervise IS Helpdesk staff while ensuring the correct processes to identify, document, track and resolve incidents and service requests within the help desk software are followed
- Perform regular analysis and reporting on the progress of incidents, service requests and team performance
- Ensure consistent application and prioritization of employee information in Active Directory
- Prioritize installation of updates to all IS applications and operating systems
- Ensure Halifax Water security protocols and operating procedures are consistently applied
- Recommend and implement service delivery improvements
- Develop and maintain technical documentation and processes based on ITIL standards
- Ensure consistent standardized delivery of service is being applied with a focus on customer service and first-time resolution
- Develop and implement strict Asset Management processes
- Follow up with clients to ensure high level of customer satisfaction is maintained
- Prioritize tickets and assign to help desk staff as required based on workload and ticket volume while maintaining SLA’s
- Review and update IT Service Management (ITSM) processes to ensure they align and evolve with IS requirements
- Ensure ITSM software is maintained and updated to align with evolving requirements
- Provide guidance, coach and mentor IS Helpdesk staff
Perform other related duties as may be assigned
Reports to: Information Services Technical Coordinator
Supervises: IS Helpdesk staff (IS Support Technicians I and II)
Minimum Qualifications
Education:
- Grade 12 plus a Post Secondary diploma in Computer Science/Information Technology.
Experience:
- 5 years’ experience in an IT Technical Support Role of which 3 years’ experience is as a Help Desk Supervisor, Manager or Team Lead. Equivalent experience may be considered.
- Hands on experience with the following:
- Strong understanding of enterprise operating systems
- Strong understanding of supporting enterprise applications
- Strong understanding of ITIL and IT Service Management Processes and ticketing systems
- Active Directory, Group Policy
- Microsoft 365 applications (Word, Excel, PowerPoint, Outlook, OneNote, Teams, SharePoint, One Drive)
- Data communications protocols (DHCP, DNS, TCP/IP, HTTPS, SFTP)
- Hands on experience with the following considered an asset:
- Computer imaging processes and platforms (SCCM)
- Endpoint protection management (Malware/Antivirus products)
- IT auditing/monitoring software
Certificates / Licenses / Registrations:
- ITIL Foundations or willingness to obtain within 6 months of being hired.
- Plus, one of the following certificates is preferred:
- Certified Cisco Network Administrator (CCNA)
- Microsoft Certified Systems Engineer (MCSE)
- Microsoft Certified Systems Administrator (MCSA)
- VMware Certified Professional (VCP)
- Equivalent certifications or experience may be considered
- Valid NS Drivers’ License and access to reliable transportation on an ongoing basis.
- Must be willing to undertake and maintain the following safety training:
- First Aid
- Globally Harmonized System (GHS) (Formerly WHMIS)
- Additional safety training as identified based on legislative and operational requirements
- Effective interpersonal skills and relationship-building skills.
- Strong time management and organizational skills.
- Excellent leadership, motivation and interpersonal skills.
- Strong written and oral communication skills.
- Ability to present ideas in user-friendly language.
- Understanding of the organization’s goals and objectives.
- Self-motivated and directed.
Applicants who applied previously for this competition do not need to reapply.
Completed cover letters and application forms [PDF] or resumes, stating Competition #HW24-88E must be received by 4:30pm, June 28, 2024. Please forward to:
- Halifax Water
HR Department
P.O. Box 8388, RPO CSC
Halifax, NS
B3K 5M1
Fax
-
902-490-6934
Conditional Items Required for Employment:
- Satisfactory background check
- Satisfactory pre-employment testing
Halifax Water is an equal opportunity employer.
Halifax Water’s goal is to be a diverse workforce that is representative of the community we serve, at all job levels. Halifax Water believes a diverse workforce positively contributes to its success, and the success of our community. We encourage applications from qualified African Nova Scotians, LGBTQ+ community, racially visible persons, women in non-traditional positions, persons with disabilities and Indigenous persons. Halifax Water encourages applicants to self-identify in the cover letter.