Team Lead, It Service Delivery

The Royal Canadian Mint is hiring a Team Lead, IT Service Delivery, who can thrive in a dynamic and inclusive environment. Reporting to the Manager of IT Service Delivery, the Team Lead is responsible for providing leadership and guidance to their client-focused team and the team’s services (IT Service Desk, Desktop Support, Senior Desktop Support, Procurement, Asset Management, Audio-Video solutions) as they support the intake of IT incidents and requests, as well as other IT support activities as required. This team supports the Mint’s Digital Transformation in a significant way, and their success is dependent upon this positions’ leadership. This position will be working closely with Management in regards to our Digital Strategy including IT Service Management program planning and delivery via ITSM and ITIL best practices, looking for areas of improvement and making informed and appropriate recommendations, in addition to working closely with clients to identify needs and find solutions that meet their requirements. This position also acts as an escalation point and mentor for other members of the team, as well as the right-hand of management working closely on maturing the team, reporting for metrics, and assisting in quality assurance delivery.

Requirements

Education and Experience:

• Experience with Audio-Visual solutions
• Experience collaborating with Partners and Stakeholders
• Experience working with IT systems within a high-availability manufacturing environment is considered an asset
• Experience with Asset Management
• Experience in managing and growing a service catalogue for the IT Service Desk team in an enterprise ITSM solution such as ServiceNow
• 3 years supporting mobile devices (iOS, Android), printers, label printers, scanners, and other peripheral hardware
• 2 years leading or supporting IT Projects
• Experience of creating and implementing process automation and task automation to ensure that the team matures and modernizes with a future thinking focus. Task automation is critical to improved efficiencies and quicker resolution with less chance of error.
• 7 years of strong troubleshooting skills and supporting users in a Microsoft Windows and Cloud environment with the ability to record, track, and document the service desk incidents, requests, and problem management processes
• Networking and data communication experience is an asset
• Experience managing users and licenses within a corporate Microsoft 365 environment
• 4 years leading a team in a client-facing IT support environment using ITIL and ITSM driven processes, including reporting, metrics, document creation and quality assurance.
• Experience with Procurement
• University or college degree in Computer Science, or an acceptable combination of education, training and/or experience may be considered.
• Experience managing cloud based SaaS applications in regards to identity and access management for corporate users.

Skills & Ability:

• Ability to give and gather information and to actively manage the communication process
• Ability to convey complex information in plain language
• Mentoring and coaching to help team members fine-tune skills and capabilities, grow professionally, and stay engaged and motivated
• Ensuring timely delivery of set priorities, meeting Service Standards/Service Level Agreements
• Ability to assist with escalations as needed for remote break-fix, asset management and technical solutions
• Ability to share knowledge openly to help others succeed
• Promotes innovation and guide change, while looking for opportunities to improve how work gets done, and you empower the team to do the same
• Ability to anticipate new pressures and support the team in adapting to the changes
• Triage and determine severity of incident, assist with gathering the relevant information to be able to escalate to the appropriate IT team

Knowledge:

• Bilingualism (EN/FR) required
• Incident Management
• Advanced knowledge of modern computer hardware used in an enterprise environment.
• ITIL with a focus on IT Service Management, including:
• Experience in Audio-Visual solution including set up and troubleshooting
• Advanced knowledge of Active Directory (AD) is required
• Experienced in researching available end-user hardware such as laptops, peripherals and mobile devices
• Knowledge Management
• Service Request Management
• Experience in Asset Management and tracking of both hardware and software
• Knowledge of common cloud based SaaS applications and how to support and administer
• Identity and Access Management
• Knowledge of Enterprise wide applications such as Office, ERP (DAX/D365), Microsoft 365
• Advanced knowledge of modern Windows desktop operating systems
• Problem Management
• Service Catalogue Management

The health and safety of our employees is a top priority. The Mint has developed significant and rigorous safety protocols to address the COVID-19 pandemic.

At the Mint you will collaborate with a diverse group of people and be a part of an iconic Canadian organization. We pay competitive salary and offer a range of benefits that support employees and their families. The Mint supports its employees by focusing on their growth and development.

The Mint is committed to building a team that represents a variety of backgrounds, perspectives, and skills. We value diversity and aim to provide an inclusive, barrier-free recruitment, selection and onboarding process to ensure that each candidate is treated respectfully. You are welcome to self identify with one of the four employment equity groups (women, Indigenous peoples, persons with disabilities and members of visible minorities) in your application.

If you need accommodation at any point in the application or interview process, please let us know; we are committed to being an inclusive employer.

Ready to mint your career?

Please forward your resume to [email protected] by June 9, 2023. We thank all candidates who apply, however, only those selected for further consideration will be contacted.

We look forward to receiving your application.

Pour la vesion française, veuillez visiter sur le lien suivant: monnaie.ca/carrières