Are you an experienced IT professional driven by operational excellence and leadership? The City of Edmonton is looking for a highly skilled Application Infrastructure Systems (AIS) III to lead our vital Service Desk and Desktop Support teams. You'll be the Subject Matter Expert (SME), leveraging your deep technical knowledge to plan, coordinate, and deliver essential IT services, shaping our technology roadmaps and executing complex solutions. Beyond your technical expertise, you'll lead and mentor your teams, ensuring high standards and deadlines are met while contributing to the City's critical operations. If you're ready to make a significant impact, we encourage you to apply.
What will you do?
- Provide expert knowledge across multiple technologies, offer operational support for complex solutions, assess deployment risks, and stay current on emerging tech. You'll resolve escalated service issues and contribute to future planning
- Offer organizational leadership by promoting specialized knowledge and maintaining a network of experts. You'll also contribute to professional development planning across the organization
- Apply technical expertise to operational procedures, using analytics to monitor call volumes and performance. You'll focus on customer service, ensuring call quality and first-call resolution, while balancing key performance indicators like average handle time and service levels
- Lead comprehensive systems planning, including operational procedures and roadmaps. You'll manage and coordinate implementation and maintenance, prioritize tasks, monitor progress, and ensure quality assurance
- Provide expert guidance on adopting methods and tools, ensuring adherence to policies and standards. You'll select and implement appropriate tools, manage reviews of their value, recommend improvements, and contribute to organizational guidelines, all while leveraging analytics for reporting and forecasting
- Lead and develop your team by problem-solving, managing resources, and overseeing performance and attendance. You'll foster a safe and respectful work environment, mentor staff, maintain open communication channels, and ensure understanding of City policies
- Identify and manage resources for IT systems and services, engaging with senior stakeholders to ensure service levels and data integrity are met. You'll take responsibility for budgeting, planning, and monitoring performance to align support services with business goals, while also developing new support methods and capabilities
- Other related responsibilities
- Degree in related discipline and 6+ years relevant experience;
- Post secondary diploma in a related discipline and 7+ years relevant experience or
- Technical experience in a computing environment similar to the City of Edmonton's:
- Complex and highly diverse data, application and technology environments
- Hybrid environment of cloud and on-premise data, application, and technologies
Assets:
- ITIL Foundations
- Comptia A+
- Other technology specific certifications and diplomas related to the work are considered an asset
Skills required for success:
- Demonstrates clear leadership. Communicates effectively at all levels to both technical and non-technical audiences
- Understands the implications of new technologies. Understands and communicates industry developments, and the role and impact of technology in the employing organization
- Builds interdepartmental relationships in order to find tools and develop new processes that would allow for the Service Desk to achieve first call resolutions in situations where tickets would previously be escalated to Tier III teams
- Continues to build a team first culture through team meetings, regularly working at the different sites for face to face crossover, mentorship, group training activities, and setting up peer to peer coaching, but also stresses accountability through the progressive discipline path
- Promotes compliance with relevant legislation and the need for services, products and working practices to provide equal access and equal opportunity to people with diverse abilities
- Takes the initiative to keep both own and colleagues' skills up to date
- Manages and mitigates risks
- Takes a leading role in promoting security throughout own area of responsibilities and collectively in the organizations
- Cisco UCCX Platform
- Cisco Webex
- VIP Chat Platform
- Upstream Chat Platform
- Calabrio
- Workspace One UEM
- VSphere
- Microsoft Windows
- Microsoft Systems Center Configuration Manager, VMWare Workspace One
- VMWare Horizon
- Microsoft Active Directory, Group Policies, Bit Locker Admin, Local Admin Password Solution, Software Updates
- Mac OS X, iOS, Android, ChromeOS
- PC Hardware (Mobile and Desktop)
- Telecom Devices (Smart Phones, VOIP phones)
- Meeting Room Systems
- Azure
- PDQ Deploy and Inventory
- Proficient with the use of Google G Suite productivity tools, including Google Admin Console
- Remedy
- Alignment to our Cultural Commitments and Leadership Competencies (https://bit.ly/4brRrXm)
- Embracing a culture of equity, diversity, reconciliation and inclusion
Work Environment:
- Note: This position may be eligible for a hybrid work arrangement with the flexibility to work from both home and the worksite as per the Letter of Understanding between the City of Edmonton and Civic Service Union 52
- The weekly hours of work for this position are currently under review and may change at a future time. Any changes will be made in accordance with the City of Edmonton/Civic Service Union 52 collective agreement and the incumbent will be notified in advance
- Alignment to our Art of Inclusion: Our Diversity and Inclusion Framework
- Alignment to our Cultural Commitments
- Alignment to our Leadership Competencies
- Applicants may be tested
The City of Edmonton values applicants with a diverse range of skills, experiences and competencies, and encourages you to apply. We strive to provide reasonable access and accommodations throughout the recruitment process. To request an accommodation, please contact [email protected]. Learn more about our benefits https://bit.ly/COEbenefits
Up to 1 permanent full-time position
Hours of Work: 40 hours per week. Monday-Friday.
Salary Range: $52.86 - $67.383 (Hourly); $110,384.21 - $140,695.70 (Annually)
Salary ranges are in the process of being updated in accordance with the recently ratified collective agreement between the City and CSU 52 and will be forthcoming shortly.
Talent Acquisition Consultant: RD/SB
Edmonton rests in the heart of Treaty Six territory in Alberta and the homelands of the Metis Nation.
