IT Service Desk Team Lead

As a recognized leader in emergency communications, E-Comm is an organization that provides first responders and the public with critical life-safety services in communities across B.C. Our people are passionate about their work and public safety. We operate two emergency communications centres – one located in Vancouver and one in Saanich. E-Comm also provides integrated police, fire call taking, dispatch services to more than 70 police and fire departments, and owns/operates the largest multi-jurisdictional, tri-service wide-area radio network in B.C. We are proud to serve communities across this beautiful province through our four operational and administrative locations in Vancouver, Burnaby and Saanich. Learn more at www.ecomm911.ca
At E-Comm 9-1-1, we are committed to building a diverse and inclusive workforce that represents the many communities that we proudly serve.
OUR VALUES
RESPECT | ACCOUNTABILITY | INTEGRITY | SERVICE | COLLABORATION
We are looking for a proactive and experienced  IT Service Desk Team Lead to join our Technology Services division. In this newly established role, you will lead a team of service desk technicians, ensuring the delivery of exceptional IT support while spearheading initiatives to enhance user satisfaction and optimize the end-user experience.
Reporting to the Service Desk Manager, you will serve as the primary escalation point for service desk technicians, ensuring thorough investigation and resolution of issues prior to engaging with other teams within Technology Services.
This position is ideal for a seasoned Service Desk Technician with a strong passion for continuous improvement and excellence in service delivery.
Key Responsibilities:
Provide day to day oversight and subject matter expertise to a team of IT Service Desk Technicians, offering guidance, mentorship and performance improvement suggestions
Oversee the daily operations of the IT Service Desk, ensuring timely resolution of tickets and adherence to service level agreements (SLAs)
Act as an escalation point for complex technical issues, providing advanced troubleshooting and problem-solvin g support
Monitors Service Desk operations to ensure adherence to ITIL practices, Service Level Agreement Framework, escalation procedures and department performance goals and raises areas of concerns with the Service Desk Manager
Monitor and report on key performance indicators (KPIs), identifying trends and areas for improvement
Facilitates weekly meetings with Service Desk Manager to review and discuss KPI’s and performance metrics and discuss action plans to address any areas of concern
Develop and implement service desk policies, procedures, and best practices to enhance efficiency and service quality
Collaborate with other IT teams to ensure seamless support for projects, deployments, and system updates
Train and onboard new team members, fostering a culture of continuous learning and professional development
Maintain up-to-date knowledge of industry trends, emerging technologies, and best practices in IT service management.
What you will bring :
Bachelor’s degree in Information Technology, Computer Science, or a related field, or equivalent experience
3+ years of experience in an IT support role, with at least 1 year in a leadership or supervisory position
Strong technical knowledge of IT systems, networks, hardware, and software
Experience with IT service management tools (e.g., ServiceNow, JIRA, or similar)
Excellent leadership and team management skills, with a proven ability to motivate and develop staff
Demonstrated ability to improve processes and procedures, focusing on reducing resolution time, reducing ticket queue numbers, and automation
Strong problem-solving abilities and a customer-focused mindset
Ability to work effectively under pressure and manage multiple priorities in a fast-paced environment
Excellent communication skills, both verbal and written
ITIL certification or knowledge of ITIL processes is a plus
SECURITY REQUIREMENTS:
As a condition of employment at E-Comm, the required Police Security Clearance applicable to the position must be acquired and maintained. This is a process carried out by our law enforcement partner agencies, facilitated by E-Comm. The minimum residency in Canada to qualify for this position, as established by our law enforcement partner agencies, is 5 years.
To qualify for this process, a candidate may be either a Canadian Permanent Resident or Canadian Citizen. We regret any candidates under Student, Visitor, or Work Visas are not eligible for consideration.
WHAT WE OFFER:
Meaningful work – work with a sense of purpose, supporting the public and first-responders
Competitive salary – with the opportunity for increases
Minimum 3 weeks vacation to start
Earned Time Off – eligibility to participate in our Accumulated Time-Off Program
100% paid extended health and dental benefits
Pension – employer matched contributions to Municipal Pension Plan, a defined benefits plan
Career development – we are supportive in developing your skills while pursuing your career at E-Comm
Vaccination Policy: E-Comm 911 has a vaccination policy that is currently suspended. However, should the policy be reinstated, it will be a requirement for all current and future employees.
JOB DETAILS:
Number of positions: One
Job status: Regular Full-Time
Hours of work: Monday to Friday, 40 hours per week
Wage/Salary: PG24| $42.48 to $50.12 per hour ($88,358.40 to $104,249.60 per annum – 2024 rates)
Employee Group: CUPE, Local 8911
CLOSING DATE FOR APPLICATIONS:  September 10th, 2024 at 11.59pm
We are committed to accommodating persons with disabilities during the recruitment process and we will provide reasonable accommodations as requested. If you require assistance or accommodation due to a disability, please email talent@ecomm911.ca

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