Notice of Appointment - Supervisor, IT Client Support

Special posting considerations:

Robin L’Ecuyer will be appointed to the position of Supervisor, IT Client Support within the Information and Innovation Solutions Division at the GR-06 level, subject to the results of this notice of appointment period.

Type of appointment

• Assignment appointment for a period not exceeding 18 months;

Employees who believe they meet the essential qualifications and should be considered for this position, may submit a resume highlighting the key attributes that they will be bringing and a copy of their résumé by clicking on the “I am interested” button found below.

Should you have any questions, please contact Jessica Neszvecsko, Human Resources Advisor, by email at jessica.neszvecsko@nserc-crsng.gc.ca. 

Job Summary

Supervises and coordinates the delivery of front-line technical support to clients across both Councils regarding IT requests for information, guidance and distance or on-site technical assistance on information technology matters.  Ensures first level problem/incident management response to client technical difficulties with hardware, software, office applications and general connectivity. Ensures unresolved issues are escalated to the appropriate team when required. Develops & maintains the administration of business processes (best practice), operational practices and tools.   Ensures compliance with client service and assist business users and customers with their IT needs while supporting the group’s technical standards.  Ability to demonstrate good time management skills to respond within the approved timeframe of all IT requests (responsible to prioritize and manage any open cases through completion).

Supervise a Team of IT technical agents and identify continuous training needs on systems, procedures and or new applications.

Education

• Successful completion of postsecondary education in a field related to IT, or an equivalent combination of education, training, and experience.
• Foreign Credential Validation against Canadian Standards

Experience

• Experience supervising and leading a team.
• Experience in organizing and monitoring technical support services to ensure client satisfaction
• Experience in implementing, supporting and troubleshooting microcomputer hardware, peripherals and software problems
• Experience in leading desktop software or other technology deployments
• Experience in providing technical support services.

Knowledge

• Knowledge of IT service management best practices and operational frameworks, such as ITIL
• Knowledge of IT service management tools and processes
• Knowledge of a PC/LAN environment and various office automation products
• Understanding of informatics-related technologies and techniques
• Knowledge of Council (NSERC and SSHRC ) business, programs and activities
• Knowledge of industry trends, developments and techniques

Competencies

• Ability to supervise staff by prioritizing and delegating the work/incidents
• Ability to install and support hardware, software, office applications and general connectivity
• Ability to exercise initiative to resolve and follow-up on problems; and or to escalate accordingly
• Ability to communicate ideas and information clearly and correctly orally and in writing in both official languages

Leadership Competencies

• Ability to plan day-to-day operations and delivery of IT support services or projects
• Ability to mobilize People (engaging teamwork, collaboration & accountability)
  Ability to drive and achieve results
• Ability to focus on client services and ability to prioritize
• Ability to encourage team member participation in process improvements and problem resolution

Equity, diversity and inclusion

We are committed to inclusive and barrier-free recruitment to create a workforce that reflects the Canadians we serve. We promote employment equity and encourage you to indicate if you belong to one of the designated groups when you apply.

We welcome all candidates, and encourage applications from women, Indigenous Peoples (First Nations, Métis and Inuit), veterans, persons with disabilities, Black and other racialized persons, persons of ethnic origins, diverse religions, abilities, sexual orientations, gender identities and expressions, and members of the 2SLGBTQIA+ community.

Accommodation

Let our team know if you require accommodation or support during the recruitment process by contacting us at recruiting-recrutement@nserc-crsng.gc.ca. 

If you require additional information on the position, please contact us at recruiting-recrutement@nserc-crsng.gc.ca.