No.: CUPE C-23-0100UTE
POSTED: April 4, 2023 DEADLINE: 4:30 p.m. April 14, 2023 Team Leader, Field Services
1 \xe2\x80\x93 Acting Position 1 \xe2\x80\x93 Permanent Position Information Technology Services
CUPE Local 4400, Unit C \xe2\x80\x93 Grade M (12 Month) $35.44 per hour

(It is anticipated that the acting assignment will end on August 31, 2023)

The Toronto District School Board adheres to equitable hiring, employment, and promotion practices. Reporting to the Supervisor, Field Services, the Team Leader, Field Services will provide support in the
day to day operations of Field Services. Responsibilities will include:

• Coordinating the workflow and activities of an assigned group of Field Services Specialists including

work/ticket assignment, resolution of escalated issues and ensuring adherence to service level
agreements;

• Providing direction in the troubleshooting of complex problems including the design and co-ordination

of responses;

• Providing support with planning, coordination and implementation of large-scale roll outs, migrations

and special projects; and

• Liaising with business, central, facilities and school-based staff required.

Summary of Duties:
\xe2\x9e\xa2 Assist the supervisor in the effective delivery of the day-to-day service activities including scheduling of staff to ensure a timely and effective response to the end user\xe2\x80\x99s technical
requirements; \xe2\x9e\xa2 Provide direction and guidance to Field Service Specialists including coordinating, planning
and scheduling of workflow, activities and ticket assignment; \xe2\x9e\xa2 Resolve and troubleshoot escalated issues;
\xe2\x9e\xa2 Maintain/monitor and report on service level agreements, operational procedures, escalation procedures and standards;
\xe2\x9e\xa2 Oversee the installation of Windows, Mac, Chrome, iOS, and Android operating systems;
\xe2\x9e\xa2 Oversee support for client printers, projector setups, interactive learning technologies, video streaming devices and other \xe2\x80\x9cinternet of things\xe2\x80\x9d devices that connect to TDSB
network; \xe2\x9e\xa2 May assist in the evaluation of RFP of devices, peripherals and software and help conduct
its implementation; \xe2\x9e\xa2 Maintain support of wired and wireless network infrastructure, oversee the installation,
upgrade, configuration and maintenance of network elements, switches, wireless access
points; \xe2\x9e\xa2 Plan, co-ordinate and implement technical support for large-scale rollouts, migrations,
special projects, site surveys in collaboration with other Field Services team members and
IT staff; \xe2\x9e\xa2 Assist in the evaluation, research and development, on an on-going basis, of hardware and
software installation procedures for new technologies and/or updates;

\xe2\x9e\xa2 Train/coach/support administration, staff, teachers, and students, on basic computer
operations and troubleshooting; \xe2\x9e\xa2 Plan/design/deliver technical workshops and training to support Field Services staff on new
technologies including tools, ITSM processes, documentation, knowledge base articles etc; \xe2\x9e\xa2 Remain current with the constantly changing computing devices and software technology
relative to education\'s instructional and administrative operations; \xe2\x9e\xa2 May be assigned to work in other functional areas of IT; and
\xe2\x9e\xa2 Other related duties as assigned. Qualifications:
\xe2\x9e\xa2 Three-year Community College Diploma in Computer Technology, Engineering, or related technology field and three years related experience in a computer technology environment,
or an equivalent combination of education and experience; \xe2\x9e\xa2 Experience in configuring Windows, Mac OS, Chrome OS, iOS, and Android devices;
\xe2\x9e\xa2 Technology training, courses and certifications for TDSB vendor related products including Microsoft, Apple, Android and Chrome Operating Systems, Cisco, Meraki, ITIL and ITSM;
\xe2\x9e\xa2 Understanding and Knowledge of cloud-based platforms (e.g. Office 365, Google Workspace, Mobile Device Management, Service Now, PowerSchool-Student Information
System); \xe2\x9e\xa2 Understanding of computing device technologies and peripherals including operating
systems, use and capabilities of application software, use of LAN/WAN and/or
telecommunications networks, diagnostic software, anti-virus programs and recovery
procedures; \xe2\x9e\xa2 Understanding of the installation, maintenance and configuration process of network
elements, including: switches and wireless access points; \xe2\x9e\xa2 Knowledge of site survey process, wireless networks;
\xe2\x9e\xa2 Understanding of the maintenance and configuration of mobile devices, such as Smartphones, tablets and laptops;
\xe2\x9e\xa2 Knowledge of computer software and hardware including equipment operation, cable and installation procedures to install, test, and maintain equipment;
\xe2\x9e\xa2 Ability to provide direction and guidance to staff and proven team building skills;
\xe2\x9e\xa2 Excellent oral and written communication skills, interpersonal, organizational and project management skills;
\xe2\x9e\xa2 Strong analytical, reasoning, and problem-solving skills;
\xe2\x9e\xa2 Proven experience providing assistance to clients by responding to end-user problems, and providing instruction and advice on operation and use of equipment with a customer service
focus; and \xe2\x9e\xa2 Proven ability to work under pressure and consistently meeting deadlines.

Special Requirements:
\xe2\x9e\xa2 Provision of own vehicle for Board Business;
\xe2\x9e\xa2 Requires regular travel within Region and occasional across TDSB;
\xe2\x9e\xa2 Will be assigned to work across the TDSB;
\xe2\x9e\xa2 Must be available to work overtime on short notice to meet client needs.

Location: 2900 Don Mills Road (wheelchair accessible)

Hours: 35 hours per week

Work Year: 12 months

Please note:

Applications must be submitted: 1. In r\xc3\xa9sum\xc3\xa9 form with a covering letter to: Application.Submission@tdsb.on.ca
2. With competition # CUPE C-23-0100UTE in the subject line
3. Apply no later than 4:30 pm on April 14, 2023.

Only applicants selected for an interview will be contacted. Applications will not be acknowledged in writing.

We strive to meet the accommodation needs of persons with disabilities. Applicants are encouraged
to make their needs for accommodation known in advance, during the application process.