Service New Brunswick

Pay Band 5

Deskside Support Supervisor

R85 â?? 202425 - 536 (12723)

Open Competition â?? 6 Months with Possibility of Extension

Flexible

Service New Brunswick is seeking an individual to join the Technology Services team as a Deskside Support Supervisor in New Brunswick.

As a member of the Technology Services team, you will be responsible for the overseeing the day-to-day operations of the Deskside Support team including supervision and coordination of the day-to-day operations of the team, monitoring staffing levels, handling escalations, workload management & daily management of incident and service request queues. As well, this position is a key player in contributing to ongoing process improvement projects and often represents the department in a portfolio of various divisional initiatives.

Your responsibilities will include but are not limited to:

• Direct monitoring and management of Remedy incident & service ensuring incident resolution and request fulfillment within defined service levels
• Oversee the day-to-day work of the Deskside Support Technicians by ensuring high quality of work and adherence to standard operating processes and procedures
• Handle client escalations, investigate client complaints, and take ownership of problems ensuring timely and effective resolution
• Explore opportunities for and implement continual service improvement strategies
• Ensure continued development of employee knowledge and skills including coaching, performance management, and recommending training

ESSENTIAL QUALIFICATIONS: Successful completion of a post-secondary degree or diploma, and a minimum of four (4) years of related work experience, which must include some supervisory experience. Subject to the response to this competition, an equivalent combination of education, training and experience may be considered.

Written and spoken competence in English and French is required. Please state your language capability.

Applicants must clearly demonstrate the essential qualifications to be given further consideration. Please state your language capability on your application and ensure that preferred language for assessment is clearly identified.

ASSET QUALIFICATIONS: Preference may be given to candidates that demonstrate:

• Experience with Microsoft operating systems, and software applications
• Experience with Microsoft Active Directory, and account management
• Experience with end user computer hardware and peripherals
• Experience with ITIL Foundations
• Certification in MCP/MCTS and/or MCSE/MCITP
• Certification in A+
• Supervisory experience
• People development and leadership experience

Subject to the response to this competition, candidates may be required to demonstrate on their application one or more of the asset qualifications in addition to the essential qualifications in order to be given further consideration.

OPERATIONAL REQUIREMENTS: On occasion, some travel throughout the province may be required.

This position may require limited flexibility in working hours, with occasional weekday evening or weekend work.

Candidates will be required to undergo Criminal History Clearance prior to appointment.

BEHAVIOURAL COMPETENCIES: The successful candidate will possess the following behavioural competencies:

• Personal Leadership and Organizational Commitment
• Strategy and Innovation
• Teamwork and Collaboration
• Client Service and Results Orientation
• Integrity and Self- Awareness

TECHNICAL COMPTENCIES: The successful candidate will possess the following technical competencies:

• Planning and Organization
• Presentation Skills
• Written Communication
• Specialized Subject Matter Expertise and Knowledge

Résumés should be in chronological order specifying education and employment in months and years including part-time and full-time employment.

Salary: $64, 974 - $90,740 annually â?? Pay Band 5 - Management and Non-Union Pay Plan

We strongly encourage you to submit your application via the online portal by using the â??Apply Onlineâ? button, to increase the efficiency and maintain a consistent candidate experience. Please ensure your application is complete by December 2, 2024.

This competition may be used to fill future vacancies at the same level.

Service New Brunswick

Human Resources

850 Lincoln Rd

PO Box 1998

Fredericton, NB E3B 4Z7

Telephone: (506) 457-3580

We thank all those who apply however only those selected for further consideration will be contacted.

Employees working in a vulnerable sector will be required to show proof of full vaccination against COVID-19 (two primary doses plus a booster in the last 6 months) or alternatively follow all workplace mitigation measures determined by the employer.

Candidates registered with the Equal Employment Opportunity Program and veterans, who demonstrate they are among the most qualified, shall be given preference at the time of appointment.

We promote a scent-reduced environment.

We are an Equal Opportunity Employer.

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