Deskside Support Supervisor

Title: Deskside Support Supervisor
Department: Transportation and Infrastructure Nunavut
Community: Iqaluit
Requisition Number: 1008
Type of Employment: Indeterminate

Salary range: $116,540 to $132,262 per year,37.5hours/week

Northern Allowance: $16,328 per year

Housing: Subsidized Staff Housing is not Available
Union Status: Nunavut Employees Union
Closing date: October 23, View email address on click.appcast.io:59 p.m. eastern time

This employment opportunity is restricted to residents of Iqaluit only.

An eligibility list may be created to fill future vacancies.

Reporting to the Manager, Government of Nunavut ServiceDesk, The Deskside Support Supervisor is a senior member of the Government of Nunavut ServiceDesk team located in Iqaluit. The Service Desk forms an integral part of the client support functions for the citizens of Nunavut and GN departmental clients. The two main service delivery functions the Service Desk provides are the handling of all Incidents reported by clients and deskside support requests for office applications including all information communications technology hardware and software installed in client's offices. The GN Service Desk operates by receiving, documenting, assigning, and tracking all Call Centre incidents, requests for information and requests for informatics services on behalf of the Government of Nunavut (GN) and associated third party organizations and agencies. The GN Service Desk processes all Incidents and requests through direct telephone support or via dispatching deskside support technicians to the user office.

The Primary Responsibilities of the Supervisor Includes the following:

• To provide supervisory duties for the team of Deskside Support agents within headquarters and Qikiqtaaluk region,
• To provide escalation technical support for GN Service Desk Deskside Support agents.
• To monitor and optimize the daily GN Service Desk and Deskside support processing of requests and incidents.
• Provide mentorship and training to other Service Desk personnel to ensure staff members increase service delivery for the Government of Nunavut
• This position is accountable for the supervision and technical development of Territorial Student Employment Program, Summer Student Equal Employment Program, Co-op and Apprenticeship participants assigned to the team.
• Mmonitors and reports on receiving, configuration, installation, and standards compliance for all newly purchased informatics equipment and software.
• Analyzes Deskside support service queues and ticket documentation.
• Adjusts Deskside support team handling of service requests and incidents to improve service delivery.
• Executes quality assurance reports and surveys to ensure customer service levels are maintained for the GN Service Desk.

The knowledge, skills, and abilities required for this job are usually obtained through aDiploma in Informatics Technology or related field from a recognized University.

• Two (2) years relevant experience.
• One (1) year of supervisory experience leading teams of technical support personnel
• Proven experience in analysing complex technical issues and proposing solutions

to problems not previously encountered as well as having the ability to work independently or as part of a team environment.

• ITIL Certification

This is a Position of Trust and a satisfactory Criminal Record Check is required.

The Official Languages of Nunavut are Inuktut, English and French. Applicants may submit their resume in any of the official languages of Nunavut. Fluency in more than one of Nunavut’s official languages would be considered an asset.Knowledge of Inuit communities, culture,land,Inuit Qaujimajatuqangit, Inuktut and experience working in a northern cross-cultural environment are also considered assets.

Acceptable combinations of education and experience may be considered for this position. We encourage you to apply if you have equivalent years of education and/or experience equal to the education and experience requirements listed above.

• The Government of Nunavut is committed to creating a representative workforce; therefore, priority will be given to Nunavut Inuit who self-identify as being enrolled under the Nunavut Agreement in accordance with the Priority Hiring Policy.
• Government of Nunavut employees serving a probationary period must obtain and provide written authorization from the deputy head of their employing department. The authorization from the deputy head must accompany your application for your application to be considered.
• Possession of a criminal record may not disqualify candidates from being considered. An assessment of the criminal record will be measured against the scope and duties of the position.This is only a requirement for positions that require a satisfactory criminal record or vulnerable sector check.
• Applicants may submit their resume in any of the Official Languages of Nunavut.
• Only those candidates selected for an interview will be contacted.
• The onus is on candidates in receipt of foreign post-secondary education credentials to have their foreign credentials assessed through a recognized Canadian education institution. Failure to do so may result in the rejection of their application.