Supervisor, IT Support

Duration in Months (for fixedterm jobs):

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Applications must be received BEFORE:

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Position Purpose:

Provide an expertlevel of support for enduser oriented software on mainframe and microcomputer environments (software and hardware) including local area networks (LAN) throughout the University. Collaborates closely with other IT groups and oversee successful completion of joint projects. Supervises a team of computing analysts. The position involves a high level of autonomy.

Typical Accountabilities:

• Supervision: Supervises the work of and provides administrative and technical direction to a team of computing analysts. Participates in staff recruitment and performance management recommends alternatives to resolve scheduling conflicts and contention of resources. Trains and mentors more junior analysts to ensure continuous and efficient service to endusers.

• Support and advisory service: Establishes the use of the automated tracking system; supports software on mainframe and microcomputer environments (software and hardware) including local area networks for the endusers of computing technology. Isolate debug and solve problems by providing corrective action to technical issues. Provides expert advice to researchers IT Staff Support Staff on server and desktop data security and integrity.

• Planning and implementation: Responsible for strategic planning around detailed installations and modifications to operating system parameters in order to accommodate expansion and permit access to network services. Manages the installation testing and upgrades to microcomputer software and hardware for all computing users. Install and test peripherals including network adapters tape backup units memory expansion cards hard disk printers. Tunes network parameters to provide optimal functionality of workstations and peripherals on the network.

• Documentation: Logs tracks and monitors assigned problems using automated problem tracking software. Installs evaluates and tests microcomputer software and hardware products including device drivers custommade menus and peripherals. Prioritize problems in order to decide which problems should be given immediate attention. Writes procedures on effective installation of software. Provides professional written documentation based on needs analysis.

• New equipment: Acquires tests and evaluates leading edge technology. Liaises with vendors to ensure that adequate software installations are provided to endusers. Manages the testing of new products and its impact on the University community. Documents and analyze technical findings and recommends new software and hardware products.

• Project management: Manages and undertakes special projects or studies as required. Monitors and manages progress of projects within group.

• Software licenses: Establish policies for distribution of licensed software. Manages University site licenses. Is responsible for proper distribution and preparation for audit requirements.

• Service level agreements: Is responsible for creation maintenance and enforcement of Service Level Agreements within user community and faculty IT representatives.

• Training: Trains the enduser in the use of supported software. Leads special interest groups and specialized computing workshops. Acts as information provider on topics directly related to client support.

• Promotion: Promotes the defined hardware and software standards to the University community. Promotes effective use of campus wide electronic mail service. Represents the University at conferences and conventions. Participates in the creation and operation of special interest groups to encourage useful exchange of information throughout the University community.

Knowledge Experience and Skills:

Essential Qualifications:

• University Degree or College Diploma in Computer Science Information Technology or related field or equivalent combination of education and experience.

• Minimum 5 years of experience in an IT technical advisory and support role.

Other Qualifications:

• Knowledge of operating systems to understand install diagnose and repair complex issues.

• Knowledge of programming languages and web technologies in order to configure and troubleshoot software and connectivity issues.

• Knowledge of Office automation software to support and guide users in their work.

• Knowledge of University hardware software peripherals and security guidelines and standards.

• Knowledge of established IT policies and procedures of the University

• Experience in supporting diverse user groups of mid to large sizes.

• Experience in resolving a wide variety of complex software hardware and peripheral issues.

• Experience in the implementation of system upgrades and a demonstrated ability to manage large projects.

• Experience in a customer service environment.

• Experience in providing supervision guidance leadership and feedback.

• Experience troubleshooting TCP/IP and IPX networking protocols.

• Experience using Internet Tools such as browsers and FTP clients.

• Experience in creating software scripts.

• Ability to communicate technical concepts in a nontechnical manner.

• Ability to proactively keep abreast of new emerging technologies.

• Ability to foster professional relationships with clients.

• Bilingual French and English (written and spoken).