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Desktop Support Services Supervisor - Capital Regional District

Desktop Support Services Supervisor - Capital Regional District

Information Technology Jobs

This role will lead a team of Desktop Support Service professionals and provide Tier 1 technical support


Req ID: 622 

Business Unit: Finance & Technology 

Division: Technology and Digital Transformation

Regular/ Auxiliary: Regular

Pay Grade: CAN/05/02/J19 

Rate of Pay: $51.85 - $58.76 per hour 

Hours of Work: 70 hours bi-weekly

Posting Date: January 10, 2024

Closing Date: January 28, 2024


Summary

This role will lead a team of Desktop Support Service professionals and provide Tier 1 technical support to end-users within the enterprise organization of the CRD. The position is a combination of leading others, applying technical expertise within a diverse organization with a strong focus on customer service.


Key Duties & Responsibilities

Team Leadership:

  • Lead, mentor, and oversee a team of Desktop Support Service professionals with a positive and collaborative approach.
  • Provide guidance, training, and support to team members to enhance the team’s technical skills and customer service capabilities with a focus on continuous improvement. 
  • Conduct regular performance evaluations and set performance goals for team members.


Technical Support:

  • Serve as the primary point of contact for Tier 1 technical support, addressing end-user issues and inquiries promptly.
  • Diagnose and resolve hardware and software problems related to desktops, laptops, peripherals, and other end-user devices.
  • Ensure timely and effective incident resolution, escalating issues to higher tiers when necessary.
  • Maintain a deep understanding of the organization's technology infrastructure and applications.


Inventory Management and Control:

  • Oversee the inventory of hardware and software assets within the organization.
  • Implement and maintain a comprehensive inventory management system to track the lifecycle of desktops, laptops, and peripherals.
  • Conduct regular audits to ensure accuracy of inventory records and reconcile any discrepancies.
  • Collaborate with procurement and vendor management to optimize inventory levels and costs.
  • Develop and enforce policies and procedures for equipment procurement, distribution, and disposal.


Process Improvement:

  • Identify opportunities for process improvement within the Desktop Support Service team.
  • Implement and enforce best practices to streamline support workflows and enhance service delivery.
  • Collaborate with other IT teams to ensure alignment with overall IT service management processes.


Patch Management:

  • Develop and implement a comprehensive software and operating system patch management strategy.
  • Ensure timely identification, testing, and deployment of patches to desktop systems.
  • Collaborate with security teams to prioritize critical security patches and vulnerabilities.
  • Establish and enforce patch management policies and procedures to maintain system integrity and security.


Customer Service:

  • Prioritize excellent customer service and user satisfaction.
  • Establish and monitor key performance indicators (KPIs) related to service quality and responsiveness.
  • Foster a customer-centric mindset within the team.


Documentation and Reporting:

  • Maintain accurate records of support activities, including incident logs, resolutions, and knowledge base articles.
  • Generate regular reports on team performance, incident trends, and user satisfaction.


General:

  • Follows all policies, procedures and standards of the CRD
  • Performs other related duties as required.


Additional Information

None


Key Skills & Abilities

  • Excellent communication (verbal and written), interpersonal and customer service skills are required.
  • Demonstrated ability to communicate effectively with individuals of varying technical expertise
  • Extensive experience and knowledge of modern Windows desktop and server operating systems.
  • Thorough knowledge of TCP/IP.
  • Experience working in a complex IT environment. 
  • Skilled in managing Active Directory as well as familiarity with managing authentication methods.
  • Proficient in script writing and registry modifications required to manage a complex fleet of end user devices.
  • Proficient with troubleshooting and applying analytical skills with a collaborative solution focused approach.
  • Exposure to a variety of different IT technologies and analytical techniques 
  • Willingness and commitment to staying informed and learning about emerging technologies and industry best practices.
  • Strong knowledge of desktop operating systems, hardware, and software applications.
  • Experience with inventory management and controls. 
  • Familiarity with the ITIL Framework
  • Experience and/or familiarity in the following: 
    • SentinalOne, SAP, Microsoft Group Policies, Adobe, InTune 
    • Administration of multi-function printer systems and print servers 
    • Manage Engine software such as Endpoint Central and Service Desk


Qualifications

  • Degree in a related discipline
  • A minimum of 6 years' directly related experience
  • Supervisory experience


Certifications

  • One or more directly related certifications
  • Valid BC Driver's Licence


Apply here!


Additional Info

Job Type : Full-Time

Location : Victoria, BC

Experience Level : Intermediate Level, Senior Level

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