Job Description

Job Summary (external):

The Supervisor, Service Desk is responsible for all aspects of support and service provided by the Service Desk to internal staff of the WCB and to customers accessing WCB online applications. This includes providing leadership and direction the staff and managing the day to day operations of the unit.

Job Duties:

Supervision & Leadership

Unit Supervision


Provides leadership, guidance, direction and support to unit staff. Supervises the unit to achieve specified unit objectives and performance standards. Ensures the achievement of established service level targets for incident, service and access requests. Supervises the management of incident requests, service and access requests activities for the unit. Continuously evaluates, develops/selects, and implements the unit's service delivery competencies, processes, methods, and tools. Participates in the planning of a portfolio of business and technology projects for their unit. Supervises the monitoring and administration activities for the unit. Participates with the Manager in assignment of unit resources.


Staff Supervision

Manages staff issues including conducting performance appraisals and follow up, deciding on disciplinary action where necessary up to but not including dismissal. Ensures issues are handled in accordance with Collective Agreement. Participates in the recruitment, interviews and selection of staff including working with a local educational institution for recruitment and management of two students from the co-operative work experience program that share a 1.25 FTE position on 8 month terms. Orients new staff; coaches and provides guidance and direction to staff. Establishes and enforces individual and collective goals and objectives; motivates, coordinates, and manages work activities of direct reports. Establishes, authorizes, and oversees the implementation of training and development programs for the staff. Monitors and addresses attendance management issues. Ensures staff are meeting established standards and practices and, where necessary, makes changes to improve work processes. Ensures all staff are cognizant of, and subscribe to, their responsibilities to protect the confidentiality and privacy of information and addresses any breaches as appropriate.

Service Operation

Service Desk

Supervises and assists in the service delivery of the functional operation utilizing the following processes:

o Incident Management

o Request Fulfilment

o Access Management

o Problem Management

o Asset Management

Analyzes incidents to determine if a series of incidents is indicative of a problem Supervises and assists with the management of Information Technology assets (physical assets, documentation, service level agreements, service catalogues, warranties) Continuously evaluates, develops/selects, and implements the unit's service delivery competencies, processes, methods and tools Participates in the planning of a portfolio of business and technology projects for the unit Supervises the monitoring and administration activities for the unit Assists in the assignment of unit resources


Operations

Responsible for the functional operation of Operations for the following:

o Batch Services

o Administer batch jobs and schedules according to defined schedules/procedures/processes

o Supervise the delivery of batch services for the unit

o Assist in the delivery of batch services as required

o Print Services

o Supervise the delivery of print services for the unit

o Assist in the delivery of print services as required



Ensures all tasks and activities within the unit are relevant and linked to the WCB's corporate strategies, mission and vision. This includes the IT department's mission and vision.



Consults with end users to set expectations and timeframes for incidents, service and access requests outside normal service levels.



Assists with the establishment and management of reference documentation (knowledge base, FAQ, guidelines, etc.) for use within the unit and business end users.



Pursues professional development by attending business and technical development courses, seminars and participating in professional associations.



Performs other duties as assigned which may include such activities as incident resolution, provisioning of network and application access and assisting with computer operations.



At times, this position is required to perform some job duties during non-work hours. Overtime may be required. This position may be required to provide evening and weekend on-call support.

Qualifications:

Two (2) year Diploma in Computers or four (4) year Bachelor's Degree in Computer Science from a recognized post-secondary institution, preferably from a program that has been accredited by CIPS (Canadian Information Processing Society)




Minimum five (5) years of direct practical experience in Service Desk and/or Network Operation services including some supervisory experience



Proficiency in the use of a personal computer and software in a Windows environment


Knowledge of supervisory techniques and principles



Ability to lead, motivate, counsel and supervise staff



Strong analytical skills with the ability to take initiative to solve problems and adapt to sudden changes in direction or priority



Ability to communicate effectively, both orally and in writing about a variety of topics in technical and non-technical terms



Excellent interpersonal skills to develop and maintain working relationships with stakeholders and understand their requirements



Ability to organize and prioritize workloads



Ability to work independently and as part of a team



ITIL Foundations certification would be an asset



Understanding of the technical infrastructure/software technologies environment that WCB applications run would be an asset



Ability to communicate proficiently in both official languages (English & French) is an asset, but is not required

Competencies (internal only):

Essential:

Client Service Orientation

Planning, Organizing & Follow-up

Interpersonal Communication

Leading/Influencing

Analysis/Problem Assessment



Very Important:

Coaching

Decision-Making (Judgement/Problem Solving)

Managing Org & Individual Performance

Organizational Awareness

Additional Information (internal):

The WCB recognizes that individuals may face barriers that hinder their full and equal participation in the workplace, and is committed to providing reasonable accommodation to all employees and candidates who are or may be disabled by one or more barriers in the workplace. Accommodations are available on request for candidates taking part in all aspects of the selection process.



You may be asked to demonstrate your ability through competency based interviewing and/or testing.



Screening decisions are based on information outlined in your resume and cover letter. Your work performance must be satisfactory for your application to be considered. If applying for a term position or out of a term position, please note that article 10.09d of the Collective Agreement may apply.

Additional Information (external):

Ability to communicate proficiently in both official languages (English & French) is an asset.



A satisfactory criminal record check and verification of education will be required for the successful candidate.



The WCB is committed to building a skilled, diverse workforce with equitable representation of Indigenous persons, visible minorities, persons with disabilities, women, 2SLGBTQ+ persons and members of other equity-seeking groups. Applicants are encouraged to indicate in their covering letter or resume if they are a member of these groups.



The WCB recognizes that individuals may face barriers that hinder their full and equal participation in the workplace, and is committed to providing reasonable accommodation to all employees and candidates who are or may be disabled by one or more barriers in the workplace. Accommodations are available on request for candidates taking part in all aspects of the selection process.



The Workers Compensation Board promotes safety and health in Manitoba workplaces and aims to help prevent and reduce the occurrence of workplace injuries and disease. Working with its partners, the WCB promotes safe and healthy workplaces, facilitates recovery and return to work, provides compassionate and supportive compensation services for workers and employers, and ensures responsible financial stewardship.




WCBdoes encompasses what it means to work at the WCB. The WCB is proud to have employee benefits and programs that support financial and personal security, foster health and well-being, encourage involvement and support growth as an individual and member of the WCB community. The four categories of WCBdoes include: Security, Wellness, Engagement and Growth.

Job Summary (internal):

The Supervisor, Service Desk is responsible for all aspects of support and service provided by the Service Desk to internal staff of the WCB and to customers accessing WCB online applications. This includes providing leadership and direction the staff and managing the day to day operations of the unit.