Manager, IT Systems and Service Management

Job title: Manager, IT Systems and Service Management

Job description: As the third largest City in British Columbia, the City of Burnaby is committed to creating and sustaining the best quality of life for our entire community. As a City, we provide facilities and services that support a safe, connected, inclusive, healthy and dynamic community. With this in mind, comes great responsibility – we seek likeminded individuals who are passionate about the community, work with integrity and respect, and are innovative when it comes to the work and services Burnaby provides to our citizens.

We have an exciting opportunity within our Information Technology Department. If you have a background in providing technical guidance and hold strong leadership skills to direct a team providing high quality IT Service Management and Multimedia services to the organization, then this may be the job for you. Reporting to the Director, IT Client Services, the Manager, IT Systems and Service Management is responsible for all end user technical support and for developing and maintaining structure and standards for IT and Client Services infrastructure technology (desktop, mobile, cloud, multimedia), systems and architecture for the organization.

In this role you will be managing all procedures related to the identification, prioritization, and resolution of end user technical support requests while being the escalation point for Helpdesk and Multimedia issues. To ensure optimal delivery of operations to the organization, you will coordinate with other IT teams to action any required work items. As a Manager, you will implement and monitor service level agreements; review trends and will be accountable for the delivery of timely and efficient customer service while contributing to improving customer support by improving response time to queries and complaints. This position will allow you to develop standards for end user technology and IT system architecture; assess end user technology implications of business plans; gather and analyze data; identify organization-wide implications of technology; and research and test information technology products. In addition, you will recommend information technology standards for desktops and meeting rooms; conduct feasibility studies and recommend adoption, upgrading or replacement of technologies. Other responsibilities include providing direction and guidance to staff engaged in skilled technical work; providing input into work plans, budgets and strategies; participating in the recruitment, performance management, training, mentoring and coaching of staff; conducting investigations and administering discipline as well as in strategic planning and creation of the annual work plan for the team; leading the development of short and long term strategies for the section including standards around processes and end user communications and updates. Performs related work as required.

Qualifications include a Bachelor’s degree in Computer Science, Information Systems, Business Administration, or a related discipline, certification in ITIL V4, and a minimum five years in a supervisory role leading diverse and complex teams, or, an equivalent combination of education, training and experience. As a Manager, you will be equipped with the ability to demonstrate effective verbal and written communication skills; organize, plan and execute tasks with attention to detail. Anticipate customer needs proactively and deliver customer service that aligns with the vision of the organization; establish credibility and partnership and influence key stakeholders within the organization and maintaining effective working relationships with managers and employees. Driver’s Licence for the Province of British Columbia is required.

Please submit your application no later than December 15, 2023.

Copies of relevant professional certificates or degrees will be required at the time of the interview.

At the City of Burnaby, we are committed to fostering an inclusive and diverse workforce that authentically mirrors the vibrant community we proudly serve. We consistently embrace diversity and endeavor to build an inclusive workforce that celebrates the richness of our community. We warmly welcome applicants of all genders, ages, ethnicities, cultures, abilities, sexual orientations, and life experiences to join us in shaping a more vibrant and equitable future together.

Please contact People and Culture at 604-294-7303 if you do not receive a confirmation email within one hour of submitting your application online.

We thank all candidates for applying, but only those short listed will be contacted.

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