Job Description

Salary Grade: Grade 11 - $98,701-$118,441 per annum with eligibility for performance pay

Job Type / Duration: Permanent, Full-time

Language Requirements: Bilingual Imperative (CBC/CBC)

Job Location: 160 Elgin Street, Ottawa, Ontario, Canada

Open to: Persons residing in Canada, and Canadian citizens and Permanent residents abroad

Closing Date: March 26, 2023

Special posting considerations

You must provide a cover letter: In this document, you must provide concrete and detailed examples to clearly demonstrate how you meet the education and experience requirements listed in the essential qualifications and asset qualifications sections. The screening board cannot make any assumptions about your experience. It is not sufficient to say that you have the required qualifications or to list your current duties. One effective approach would be to use the wording of each experience criterion as a heading and then write one or two paragraphs demonstrating not only that you have the required experience, but how it was acquired and your leadership role in delivering results. Ensure that you provide specific, clear and accurate details (what, when, where, and how you acquired each qualification). The curriculum vitae may be a secondary source to confirm the experience described in the cover letter. Applications that do not clearly demonstrate that the candidate meets the screening criteria will not be given further consideration.

CIHR offices are located in Ottawa, Ontario; however, CIHR employees are currently working within flexible work arrangements. Operational requirements will determine the need for on-site presence and/or relocation and may change over time. The hiring manager will discuss these details with candidates, as applicable.

We are committed to providing an inclusive and barrier-free work environment, starting with the hiring process. If you need to be accommodated during any phase of the evaluation process, please use the Contact information below to request specialized accommodation. All information received in relation to accommodation will be kept confidential.

Job Summary

WHO ARE WE?

The Canadian Institutes of Health Research is a federal government agency that provides funding to support the work of thousands of health researchers. CIHR\'s mission is to support a healthier Canada by leading investment in innovative and collaborative research and helping to solve our health care challenges today and in the future. Composed of 13 Institutes, CIHR provides leadership and support to more than 13,000 health researchers and trainees across Canada. Are you looking for new challenges in a dynamic team? Are you looking for an environment where your expertise is recognized and heard?

If you answered yes to the above, then come join our team!

The IT Service Desk Senior Lead provides a senior leadership role to oversee the Service Desk staff and effectively coordinate and support organizational computing and telecommunication resources to deliver a world class client support experience to CIHR executives, employees, institute staff and external clients and stakeholders. The incumbent of this position is responsible for the delivery of services that are critical to support effective operations of the organization.

WHY WORK AT CIHR?

CIHR is dedicated to creating a healthy and stimulating work environment. People are the foundation of our organization. As a member of a CIHR team, you will become part of a diverse community where teamwork and the sharing of ideas amplifies our effectiveness. In addition to a dynamic environment where your work is valued by senior management, CIHR offers excellent conditions that set the agency apart from other employers. For instance, employees enjoy:

• Competitive salary scale: bilingual bonuses and performance pay
• Progressive work environment
• Hybrid Work Model & Remote work opportunities
• Seamless transition for public servants
• A great work-life balance

As a Government of Canada Agency, CIHR employees are considered public servants and receive the same pension and benefits as the core public administration.

The CIHR is a separate agency of the Government of Canada, which allows us to establish human resources policies and programs that meet our specific needs.

We encourage existing public servants to contact the email address below for questions related to transferring to a separate agency.

Essential Qualifications

EDUCATION

Graduation from a two-year program of study from a recognized post-secondary institution in computer science, computer programming, information technology, or other specialization relevant to the position OR an acceptable combination of education, training and/or experience.

EXPERIENCE

• Experience leading an IT Service Desk environment supporting: Email Service, Windows desktops and desktop applications, network account management and smartphone devices.
• Experience in collaborating and maintaining relationships with various stakeholders, which includes executives as well as internal and external clients and vendors.
• Experience in developing, implementing, and overseeing procedures to ensure high quality and effective delivery of customer service levels.
• Experience in people management such as supporting IT Technicians, schedule management, training and developing team members.

KNOWLEDGE

• Knowledge of current and emerging trends in the fields of information technology, information management, desktop hardware, peripheral devices and desktop software.

COMPETENCIES

• Communication (Oral and Written)
• Working with others (Collaborating and Relationship Management)
• Adaptability
• Planning and Organizing
• Initiative
• Critical Thinking

LINGUISTIC REQUIREMENTS

Bilingual Imperative (CBC/CBC)

CONDITIONS OF EMPLOYMENT

Reliability Security Clearance

Asset Qualifications

EXPERIENCE

• Monitor and control of an inventory of desktops, laptops, tablets, printers, peripherals, phones and parts and identifying procurement requirements.
• Providing direct technical support services for computer systems, mobile devices, software, telecommunications, and audio-visual technology.
• Analyze performance of Service Desk activities, identify problem areas, and identify solutions to prevent future problems.

KNOWLEDGE

• Knowledge of the M365 software suite, Active Directory, SCCM, Service Desk ticketing system
• Knowledge of the ITIL Service Management framework.
• Knowledge of the government of Canada procurement processes

Important Notes

1) The CIHR is committed to having a skilled and diversified workforce representative of the population it serves. In an effort to improve representation in the executive ranks to reflect Canada\'s diversity, preference may be given to candidates who, at the time of application, indicate that they are belonging to one of the following Employment Equity groups (self-declaration): Indigenous peoples, Women, Visible Minorities and Persons with Disabilities.

2) The intent of this process is to staff one (1) indeterminate position. A pool of pre-qualified candidates may be established to staff future identical or similar positions within CIHR with various tenures (assignment, specified period or indeterminate), various security clearance levels and/or various bilingual linguistic profiles.

3) Applications must be received through the Applicant Tracking System (ATS) - process number: J0323-0098.

4) We would like to thank all candidates who apply. Only those selected for assessment will be contacted. We will communicate with you regarding this process by email. Applicants should use an email address that accepts messages from unknown senders (some email systems block such messages). If you do not respond to our communications, we will interpret this as your withdrawal from the process.

5) From amongst those candidates that meet the essential criteria of education and experiences; CIHR may select a certain number of candidates that most closely meet the position requirements to participate in the next selection phase.

6) For questions, please contact hrstaffing-rhdotation@cihr-irsc.gc.ca.

CIHR

The Canadian Institutes of Health Research (CIHR) is the Government of Canada\'s health research investment agency. CIHR\'s mission is to create new scientific knowledge and to enable its translation into improved health, more effective health services and products, and a strengthened health care system for Canadians. Composed of 13 Institutes, CIHR provides leadership and support to more than 13,000 health researchers and trainees across Canada.

Canadian Institutes of Health Research