Gestionnaire, Service à la clientèle / Manager, Customer Service

Located on the traditional, ancestral and unceded lands of the xʷməθkʷəy̓əm (Musqueam Indian Band), Sḵwx̱wú7mesh Úxwumixw (Squamish Nation), and səlilwətaɬ (Tsleil-Waututh Nation), Vancouver has a commitment to becoming a City of Reconciliation. Named among Canada's Top 100 Employers, BC's Top Employers, and Canada's Greenest Employers, the City of Vancouver seeks colleagues who can help shape and embody our core commitments to sustainability, reconciliation, equity and outstanding quality of life for all residents.

Working at the City of Vancouver and within the public service can be a rewarding career where you play a key role in ensuring impartial and equitable access to services, upholding ethical governance, and addressing the needs of citizens with integrity and dedication.

Provide strategic direction, execution and optimization of Desktop Services delivery of service for incidents and service requests. Implementation of technology solutions to support business unit strategy and business objectives. The manager makes recommendations and implements changes affecting operations for enterprise support systems such as SCCM and Service Now. Responsible for the activities related to the procurement, operation and disposal of personal computer assets, peripherals and software and the technical and administrative staff that support end users and devices. This includes project work not limited to lifecycle replacement of client hardware, office moves, software upgrades, compliance verification and remediation, software support and hardware support for all business units across the City. The manager utilizes strong relationships with other Technology Services (TS) teams and business teams to deliver incident and service request support. The position reports to the Director of Infrastructure & Operations, managing a variety of Desktop Field Services Technicians and Desktop Field Services Specialists as well as administrative support staff and supervisors report to this position. This position is highly integrated with the Digital Workplace Services and the Service Desk teams as well as significant relationships with other TS service delivery teams such as Cybersecurity, Data Centre and Systems, Identify and Access Management, and Unified Communications. The manager participates in several internal boards to manage technology and changes that can impact clients including Change Advisory Board (CAB) and Workforce Standards Board (WfSB). The manager develops strategic plans and works with operations teams to implement and operationalize changes in policies, processes, and procedures.

Strategy and planning development and execution for providing desktop services to 6500 clients across all business departments at the City of Vancouver. Partner with business departments and Technology Services teams to ensure business priorities are adequately resourced and technology implementations align with Technology Services strategy and policy
Participate in the research and assessment of new modern desktop hardware, and digital workplace technologies in conjunction with cities software stack and collaboration tools to improve productivity, user experience, and business outcomes
Monitor industry trends and best practices to determine if the city would benefit from similar implementations. Engage team members to support and buy in to service delivery expectations and improvements
Analysis of trends and historic data to determine areas of improvement, developing and implementing improvement plans and verifying changes have had the desired effect. Particularly striving for consistent configurations across the fleet of devices and improving efficiency and sustainability of support.
Evaluation and improvement of support models for business unit specific hardware and software
Developing strategies to improve management of devices using best practices in enterprise environments. Shaping and evolving the culture of the support organizations to have long term vision and perspective when implementing technical solutions.
Developing and maintaining synergy and collaboration with other organizations at the city which include Vancouver Police Department (VPD) and Vancouver Public Library (VPL)
Administrative management functions for the team such as Personal Development Planning, Performance Reviews, time off management, time approval, hiring (onboard and off board), coaching, assigning and reviewing work, establishing training and personal development plans, setting goals and standards. Assisting with disciplinary matters up to and including termination.
Providing operational support to supervisors
Managing operational budget of 2 million annually and capital budget of 5 million dollars
Performance management for the team setting service level expectations and managing work intake and resources to achieve expected results
Responsible for the asset lifecycle including setting standards, managing procurement processes, managing vendor relationships for supply chain, annual hardware replacement and renewal, disposal, configuration and standard setup
Resource management for projects requiring technical assistance such as significant hardware and software changes, office moves, technology implementations
Support for elected officials and the audio/visual (AV) hardware used for public meetings
Responsible for use of core technologies used by the team such as standard processes and procedures in enterprise management systems (Service Now and SCCM for example)
Frequent review of standards and exceptions to standards such as manually installed software, local administration privileges and other technical implementations that are exceptions to established policy and guidelines
Post secondary education of minimum two year diploma with additional management training or an equivalent combination of education, training and experience
Management or supervisory experience of at least 3 years
Class 5 drivers license and eligible to drive city vehicle or use ride sharing program

Thorough understanding of current Microsoft Operating Systems and infrastructure
Thorough understanding of network topology and supporting infrastructure
Thorough knowledge of personal computer hardware and peripherals
Desktop and laptop computers and internal components
Docking stations and hubs
Vendor management experience for supply chain management of hardware, software and services
Project and / or operational management experience for budgets exceeding 3 million dollars per year
In-depth knowledge of City of Vancouver culture, policies, operations and procedures
General understanding of municipal financial and budgeting practices
Detailed knowledge of business practices in effect at other local and more senior governments, and in private industry
Proven experience in process documentation, business process reviews, and reengineering techniques
Thorough understanding of “modern desktop” and implementation of technology to support desktop computers in an enterprise environment.
Experience in decision making with new business processes and operational improvements
Demonstrated ability to work with technical and non-technical staff
Ability to manage change and assist people with adapting to change
Ability to work with senior levels of management, vendors, consultants and unions
Ability to manage multiple priorities, large workloads and multi-task effectively
Demonstrated ability to manage, coach, and motivate staff
Ability to supervise a team of business consultants, coordinate with subject matter experts and network effectively

Business Unit/Department : IT, Digital Strategy & 311 (1070)
Employment Type: Regular Full Time
At the City of Vancouver, we are committed to recruiting a diverse workforce that represents the community we so proudly serve. Indigenous peoples, people of colour, 2SLGBTQ+ persons including all genders and persons with disabilities are encouraged to apply. Learn more about our commitment to diversity and inclusion.

Once you start your application you can save your work and leave the applications page, however please remember to submit your profile to the specific job requisition before the posting closing date.