Team Lead, Service Desk
The University of British Columbia - Okanagan Campus - Kelowna, BC

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We are looking to add a Team Lead, Service Desk to our Client Services team at the University of British Columbia, Okanagan Campus. This position is a permanent, ongoing position.

The Team Lead manages and mentors staff in the day-to-day performance of work, participates in the development of resource plans, and provides technical leadership within various product and service lines. The Team Lead, Service Desk, will lead various, often concurrent, projects and participate as a member of project committees or workgroups. This position will approve work schedules and revisions to project deliverables as resources are available.

» undergraduate degree in a relevant discipline. Computer Science or Information Systems preferred
» minimum of 5 years of experience, in-depth knowledge of applications and the business requirements supporting them or the equivalent combination of education and experience
» managerial experience is preferred.
» demonstrated experience as a leader
» experience in managing both custom developed and vendor-supplied applications and systems
» experience in and knowledge of personnel and administrative processes, financial concepts, business process, continuous improvement and organizational development
» knowledge of University policies and procedures
» ability to effectively present technological information to a wide range of experience levels
» effective oral and written communication, interpersonal, analytical, negotiation, client service, and organizational skills
» ability to take initiative, work with limited direction, handle stress and thrive in uncertainty and ambiguity
» ability to exercise diplomacy, tact and discretion
» ability to work within a flexible work schedule to achieve deadlines
» ability to impart technical information to clients with mixed levels of technical ability
» strong attention to detail and accuracy
» ability to plan and carry out multiple tasks and projects, to prioritize and organize effectively, to work under pressure and to meet established timelines
» ability to work independently and in a team environment, and with minimal supervision
» demonstrated willingness to learn and continually upgrade skills

This position works a fixed schedule but requires flexibility as some work must be performed outside of regular business operating hours.

Supervision Received
Works under the general direction of the Senior Manager, IT Client Services. Keeps Senior Manager, IT Client Services and Support Analyst II's informed of the status of work in progress. Work is reviewed in terms of achievement of desired results.

Supervision Given
Provides supervision, guidance, and instructions to Service Desk staff, consisting of several Support Analysts and the Service Coordinator (all of which are M&P level B). This position works directly with the Senior Manager, IT Client Services and provides input into hiring, firing and performance appraisals for the Service Desk team.

Salary: $65,656.00 - $78,819.00 (Annual)
Vacation: Four weeks vacation starting in your second year [pro-rated accumulative in your first]
Complete Benefits List:

UBC hires on the basis of merit and is committed to employment equity. All qualified persons are encouraged to apply. We especially welcome applications from members of visible minority groups, women, Aboriginal persons, persons with disabilities, persons of minority sexual orientations and gender identities, and others with the skills and knowledge to engage productively with diverse communities. Canadians and permanent residents of Canada will be given priority.

About this company
The University of British Columbia Okanagan (commonly referred to as UBCO) is a campus of the University of British Columbia, located in...