Concordia University

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Job description

Candidates will receive an email confirmation when submitting their application online. However, only candidates selected for interviews will be contacted. Please allow one (1) working day from the time you send in your application to receive an email confirmation.


IITS

SUPERVISOR, SERVICE CENTRE (P1805)


Posted on: September 13, 2019
Deadline: September 26, 2019
Grade: 12

Scope

Reporting to the Manager, Service Centres, the incumbent is responsible for providing high quality end-user support services to university students, administrative staff and faculty members (i.e. desktop computers, audio/video technologies and general over the counter computer support).

Primary responsibilities

  • Supervise and coach a team of technical and professional staff, permanent and casual staff towards the achievement of the unit objectives set by Manager/Director of User Services.
  • Schedule work shifts, monitor ticket queues and assign operational priorities.
  • Solicit feedback from clients on the quality and effectiveness of services provided by the Service Centre team.
  • Support faculty in developing and using instructional technologies in programs and curriculum.
  • Collaborate in the design and implementation of continuous improvements within the Service Centre related to policies, processes and metrics, and the use of specialized tools.
  • Coordinate transactions with external equipment and service providers.
  • Propose and consult with the Manager, Service Centre on the efficient use of space within the Centre, equipment, services and personnel in response to revised curriculum, technological developments, and the needs of the University.
  • Hire and train resources; and ensure adequate mix of skills sets.
  • Coach staff and manage employee performance and productivity.

Requirements

  • Bachelor’s Degree in Computer Science or a related field and two to four years of pertinent experience with at least one year in a supervisory role.
  • First-hand experience working with end-users resolving problems and managing their expectations.
  • Aptitude to work in a service-oriented environment under pressure.
  • Strong client-service orientation.
  • First-hand experience managing a team of multi-disciplinary permanent & casual staff.
  • Proficiency with end-user computing and audio-video technologies.
  • Demonstrated decision-making skills, coupled with the ability to establish and respond to priorities.
  • Good leadership and communication skills, with ability to motivate people and foster a positive work environment.
  • Strong process and work organization rigor and discipline.
  • Good knowledge (Level 4) of spoken and written English; good knowledge (Level 4) of spoken French to respond to complex enquiries from staff, Faculty and students.

Salary

$72,907.00 - $84,553.00 per annum

Union/Association

ACUMAE

Interested applicants must submit a curriculum vitae with a covering letter by September 26, 2019. Please click on the How to Apply button below for further instructions.

IMPORTANT: The language and computer skills of short-listed candidates will be tested.

Concordia University is committed to Employment Equity and encourages applications from women, Aboriginal Peoples, visible minorities, ethnic minorities, and persons with disabilities.

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