Director, Information Technology Customer Services

Job title: Director, Information Technology Customer Services

Job description: JOB INFORMATION
Requisition ID: 5218
Number of Vacancies: 1
Department: Information Technology Services (20000014) – IT Customer Services (30000037)
Salary Information: $116,298.00 – $145,436.20
Pay Scale Group: 12SA
Employment Type: Regular
Weekly Hours: 35, Off Days: Shift: Day
Posted On: July 26, 2022
Last Day to Apply: August 2, 2022
Reports to: Head – Information Technology Services

The Toronto Transit Commission (TTC) is North America’s third largest transit system and has been recognized as one of the top places to work in the GTA. Guided by a forward-thinking strategic plan, the TTC’s vision is to be a transit system that makes Toronto proud. The TTC’s recruitment efforts are directly aligned to its mission of providing “a reliable, efficient, and integrated bus, streetcar and subway system that draws its high standards of customer care from our rich traditions of safety, service and courtesy.”

General Accountability

Accountable for the management of Information Technology Services (ITS) Department’s relationship with the direct users of Information Technology (IT) at the TTC, and ensuring that ITS Customer Service Requests and Incidents are resolved based on established metrics. This position provides a direct connection to Chiefs and Department Heads for escalated concerns on day to day ITS commodity delivery, and is accountable for communication to the entire TTC for outages, service changes and service offerings. The Director is responsible for the overall management of the IT Customer Service section in the ITS Department including the operation of processes related to service such as: Service Level Management; Problem Management – Identification; Incident Management; Client Liaison; Telephony and communication (cellular/wireless and VoIP); End user devices; and Process implementation and improvements. This position is also accountable for the delivery of effective services through the oversight of: End User Devices; Service Desk; and Service Coordinators.

Key Job Functions

• Management leadership internal and external to organization, accountable for financial and non-financial results
• Collaborate with other ITS Department sections on developing the section’s ITS strategic plans (a subset of the overall ITS strategic plan), annual capital and operating budgets, and project schedules based on the ITS strategic plans and the section’s goals and objectives
• Responsible for managing all related third party vendor contracts including managed services, supply/services contracts
• Provide guidance and mentoring to direct reports; and ensures that proper staff supervision is taking place consistent with the mission and KPIs set for the areas
• Establish business objectives, sets priorities, and encourages use of industry best practices
• Ensure the management of Operations based on ITIL best practices
• Keep abreast of industry trends and assesses IT opportunities, where appropriate
• Plan, prioritize, negotiate, direct, provide coaching and co-ordinate the activities of a group of professional/technical staff to ensure quality/quantity standards are maintained
• Interview, hire and train all required staff for the section; provide performance criteria and review, and conduct annual employee performance appraisals; resolve problems as they arise; and administer discipline
• Substitute for the Head of ITS during periods of absence as required
• Promotes a respectful work and service environment that supports diversity, inclusion, and is free from harassment and discrimination. Provides leadership in the development and implementation of inclusive and accessible policies, programs and/or services for employees and customers in accordance with TTC’s commitments and obligations under the Ontario Human Rights Code (OHRC) and Related Orders, the Accessibility for Ontarians with Disabilities Act (AODA), and TTC’s policies.

Skills

• Demonstrate specialized expertise and knowledge in the assigned field
• Manage projects
• Communicate in a variety of mediums
• Plan and organize activities / projects to meet section and organizational goals
• Engage in organizational development
• Apply analytical skills

Education and Experience

• Completion of a post-secondary college diploma or university degree in a relevant discipline such as Computer Science, or Business, or a combination of education, training and experience deemed to be equivalent
• Several years of progressive and successful management experience in a client service or end user computing area
• Solid working knowledge of ITIL framework and its applicability within the enterprise
• Extensive experience Leading Service Desk Technologies and enterprise platforms such as Office 365, Skype, Exchange, SharePoint, Active Directory, ServiceNow, and other on-premise and SaaS related solutions
• Extensive IT End User and Collaboration support experience in a related environment
• Extensive experience leading high-performance team of employees and service providers to deliver a quality set of integrated services with adherence to standard processes, tools, and service levels
• Extensive experience in leading the deployment, advanced support and configuration of Call Center and Telecommunication technologies i.e. Airwatch, Call Center, VoIP, BYOD and standard software, etc.
• Extensive experience leading capital planning, capability roadmap development, business solution design and program / project delivery for IT investments
• Previous experience in the transit, heavy industry, or financial business area is an asset

Additional Requirements

• Ability to work with demanding users in a fast-paced environment
• Expertise in effectively handling user difficulties
• High degree of confidentiality required
• Excellent interpersonal and relationship building skills; able to successfully manage client relationships
• Strong commitment to the IT policy use
• Ability to communicate complex subjects at different levels
• Ensure work is delivered on time, within budget and meets the expectations of the management team and end users
• Professional and high-level communications skills to maintain innovation across End User Technologies
• Must have or rapidly develop sound knowledge of TTC and ITS Department policies and procedures applicable to the work performed
• Must have or rapidly acquire knowledge of the TTC’s organizational structure and functions
• Must have extensive knowledge of computer systems, hardware, software and applications in use at the TTC

The TTC is committed to upholding the values of equity, diversity, anti-racism and inclusion in the delivery of its services and in its workplaces. The TTC is committed to fostering a diverse workforce that is representative of the communities it serves at all levels of the organization, and supports an inclusive environment where diverse employee and community perspectives and experiences bring value to the organization. The TTC encourages applications from all applicants, including members of groups with historical and/or current barriers to equity, including but not limited to, Indigenous, Black and racialized groups, people with disabilities, women and people from the LGBTQ(IA+) community. The TTC values and supports an inclusive and barrier-free recruitment and selection process. Accommodations for applicants are available upon request throughout the recruitment and selection process, including for those who identify as having a disability. Please contact Human Resources – Talent Management at (416) 393-4570. Any information received related to an accommodation will be addressed confidentially.

The TTC’s policy prohibits relatives of current TTC employees from being hired, assigned, transferred or promoted into positions, where there is a conflict of interest due to a relationship. Should you be selected for an interview, you will be required to disclose the name, relationship and position of any relative who is a current TTC employee.

Note: All TTC Employees are required to be fully vaccinated as a precondition of employment in accordance with

We thank all applicants for their interest but advise only those selected for an interview will be contacted.

Company: Toronto Transit Commission

Expected salary: $116298 – 145436.2 per year

Location: Toronto, ON

Job date: Thu, 28 Jul 2022 04:05:06 GMT

Job Source: Careerjet.ca

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