Program Manager, Technology Project And System Support

POSITION PURPOSE
Reports to Director/Manager and is responsible for leading and managing implementation of systems, delivery of technology services and providing system and hardware support for the Department, including quality control and assurance, client focused business processes; managing multiple programs to aid in the technical support; managing staff in the delivery of the technology services and system support in collaboration with Corporate ITS and Data Analytics and Visualization Services; overseeing the technology processes of IT service requests and incidents and coordinating activities for high and critical incidents.

MAJOR RESPONSIBILITIES

• Supervises staff, including recruitment, selection, hiring, scheduling, assigning, and monitoring work, determining training and development needs, coaching and mentoring, conducting performance appraisals and determining/recommending disciplinary action up to and including dismissal in accordance with collective agreements, Regional policies and practices.
• Assumes functions of the Manager in that person’s absence, as directed.
• Develops and implements long term strategies for development, maintenance and support of technology systems and hardware, coordinates with other Branches, and internal stakeholders.  
• Analyses user requirements, generates alternative approaches to information systems design, prepares system prototypes for user consultation and contributes to the design, development, testing, modification, documentation, and implementation of systems.
• Ensures that operating staff work in a safe manner and utilize all required health and safety equipment and protective devices and follow all measures and procedures as required by the Occupational Health and Safety Act and Regulations and Regional Policies.
• Manages technical and user support for the implementation, operation and maintenance of the automated systems and related applications, networks and voice/data communications that support Department’s business programs, in  consultation with management and ITS.
• Implements customer service strategies to ensure that services provided meet Regional customer service standards.
• Maintains the collection and maintenance of Department wide hardware/software technology inventories, including technology security access levels and application licensing.
• Manages coordination of user requirements, system design, prototypes and documentation and the modification and implementation of systems
• Provides guidance to staff on project issues and monitors project schedules and budgets; directs and monitors the implementation of technology related projects and support work.
• Liaises, fosters, and maintains positive relationships with internal staff and external contacts, government and non-government agencies and the public.
• Coordinates implementation of programs and consultant activities necessary to achieve the requirements of the Department or projects.
• Analyses Department technology and system support needs required for design, development, and implementation of initiatives to provide cost effective solutions to meet both Departmental and Branch specific objectives through the application of information and mobile technologies. 

QUALIFICATIONS

• Must have a Project Management or IT certification (e.g., TOGAF, CCNA, MCSE, CISSP, CISA, ITIL or PMP) or approved equivalent.
• Successful completion of a University Degree in Computer Science, Computer Engineering or approved equivalent combination of education and experience.
• Minimum three (3) years’ experience in providing technology project and portfolio management, systems support, project management implementation and support, facilitation, business process re-engineering, business planning and financial management activities and demonstrated minimum of one (1) year of direct supervisory experience.
• Strong understanding of Enterprise Architecture and particularly network architecture.
• Knowledge of leading-edge designs and technologies such as Internet and Intranet design, web services, Java, Cisco, etc. and object programming, wireless networking, and applications integration.