Team Lead Jobs

Staff - Non Union
Job Category
M&P - AAPS
Job Profile
AAPS Salaried - Information Systems and Technology, Level D
Job Title
Team Lead
Department
UBC IT | Service Centre
Compensation Range
$7,278.33 - $11,372.33 CAD Monthly
The Compensation Range is the span between the minimum and maximum base salary for a position. The midpoint of the range is approximately halfway between the minimum and the maximum and represents an employee that possesses full job knowledge, qualifications and experience for the position. In the normal course, employees will be hired, transferred or promoted between the minimum and midpoint of the salary range for a job.
Posting End Date
April 22, 2023
Note: Applications will be accepted until 11:59 PM on the day prior to the Posting End Date above.
Job End Date
At UBC, we believe that attracting and sustaining a diverse workforce is critical to successfully pursuing excellence in research, innovation, and learning for all faculty, staff, and students. Our commitment to employment equity helps achieve inclusion and fairness, brings rich diversity to UBC as a workplace, and creates the necessary conditions for a rewarding career.
Job Summary
The Team Lead provides operational oversight and technical leadership for all areas within a specific service offering within a single reporting unit.
Organizational Status
The Team Lead receives operational direction from the Manager of the IT Service Centre and strategic guidance from his/her Director. The Team Lead will act as an expert with respect to the support of specific IT products or services on various committees and projects and as such will provide expert advice to stakeholders and staff with regard to issues and problems that may arise.
Work Performed
Specific Duties:

• Responsible for creating, revising, and disseminating work schedules to ensure UBC IT support coverage meets Service Level commitments for response times.
• Act as an expert in all aspects of Incident Management, Access Management, Request Management, and Event Management as well as a fluent understanding of Problem Management and Change Management processes and the interdependencies between the management processes.
• When serving in the capacity of demand management, is responsible for meeting service level agreements and meeting quality and cost metrics.
• Identifies the requirements to revise and update support processes as necessary, securing stakeholder agreements and approvals as required in order to meet defined Service Levels.

Core Duties:

• Responsible for product expertise which would include the development of new systems, acquisition of new software or hardware packages, changes, and enhancements.
• Manages performance concerns and disciplinary action in collaboration with HR and, where applicable, a Manager or Senior Manager.
• Develops and manages professionals and other staff including selection, training, coaching, performance management, and all other people practices.
• Develops and manages the knowledge framework within the team including developing documentation standards, templates, and training in knowledge management best practices; creation and/or delegation of knowledge creation, as appropriate.
• Assesses learning and development needs and provides career planning advice to staff and creates development plans to help staff achieve their career goals including assigning work that leverages their skills and capabilities and provides them with opportunities for learning.
• May serve as a Project Manager and be responsible for the overall management and success of the project.
• Manages staff in the day-to-day performance of their work, provides leadership and mentoring, and uses a wide range of tools and techniques to create and maintain a collaborative, motivated, and positive team atmosphere. Ensures all staff is aware of and adheres to the systems, procedures, methods, standards, and controls within the unit.
• Assess the current status of documentation and knowledge tools, making recommendations on strategies for development, enhancements, and policies in knowledge management
• Develops and manages the training framework for all aspects of the team, performs select training, and/or delegates training to other SMEs within the team, as appropriate.
• Administration and scheduling of training for new hires and new services, and supervising trainers to ensure compliance with standards and best practices.
• Contributes to the development of strategies, operating plans, and performance measures/targets for a specific service offering and leads the day-to-day delivery of related services and activities.
• Supervises knowledge creation and editing, ensuring accuracy and compliance with standards and policies.
• Develops reporting capabilities based on team plans, strategies, and KPIs.
• Contributes to the development of team key performance indicators
• Contributes to the development of strategies, operating plans, and performance measures/targets for a specific service offering and leads the day-to-day delivery of related services and activities.
• Provides coaching and mentoring on the more complex elements of the work, applying an advanced level of technical expertise and judgment to support the achievement of desired work outcomes.
• In collaboration with the Manager/Senior Manager, manages the staff performance assessment process. Conducts regular meetings with direct reports.
• Responsible for training the trainers within the IT Service Centre
• Develops and maintains knowledge templates, and acts as a subject matter expert and resource in Knowledge Management for the broader UBC IT organization.
• Develops and implements procedures, methods, standards, and controls to support operational efficiency, monitor compliance, mitigate risks, and achieve team results.
• Maintains appropriate professional designations and up-to-date knowledge of current information technology techniques and tools.
• Works with business partners and/or IT leadership to develop project resource plans to meet staffing, space, and equipment requirements. Coordinates and distributes work, monitor workloads and backlogs and makes necessary adjustments.
• Prepares budget recommendations for resources.
• Makes recommendations on the selection of vendors.

Performs Other Related Duties As Required.
Consequence of Error/Judgement
Makes decisions regarding strategic solutions to business needs or decisions relating to the management of multiple project teams within a technical specialization.
Judgment and decision-making affect information technology security, privacy, and integrity of systems including assessing the criticality of incidents and failures in the infrastructure and environment.
Supervision Received
Receives direction from the Manager, IT Service Centre, and the Senior Manager, ITSC Desktop.
Supervision Given
Manages staff directly and oversees deliverables assigned to Contractors and other individuals on a project basis.
Minimum Qualifications
Undergraduate degree in a relevant discipline. In-depth knowledge of applications and the business requirements supporting them. Minimum of five years of related experience, or the equivalent combination of education and experience.

• Willingness to respect diverse perspectives, including perspectives in conflict with one’s own
• Demonstrates a commitment to enhancing one’s own awareness, knowledge, and skills related to equity, diversity, and inclusion

Preferred Qualifications
A minimum of 5 experience working in a high-paced, high-volume technical support help desk environment
In-depth experience and knowledge of applications and the business requirements supporting them.
Experience in administering and implementing knowledge management and training frameworks
Experience working in a Network Operations Centre
Experience working in education technology.
Experience in managing both custom-developed and vendor-supplied applications and systems.
Experience and knowledge of continuing education in personnel and administrative processes, financial concepts, business process, continuous improvement, and organizational development.
Ability to effectively facilitate groups to achieve an appropriate outcome.
Ability to mentor and coach staff, and act as a resource.Ability to manage staff performance by establishing standards and goals, evaluating performance, providing feedback, and taking corrective action.
Ability to effectively manage multiple tasks and priorities and work under pressure to meet critical, time-sensitive deadlines.
Excellent organizational and analytical skills.
Ability to maintain accuracy and attention to detail.
Collaboration - Actively solicits ideas and opinions from others to efficiently and effectively accomplish specific objectives targeted at defined business outcomes. Openly encourages other team members to voice their ideas and concerns. Shows respect for differences and diversity and disagrees without personalizing issues. Utilizes strengths of team members to achieve optimal performance.
Communication for Results - Conducts discussions with and writes memoranda to all levels of colleagues and peer groups in ways that support troubleshooting and problem-solving. Seeks and shares relevant information, opinions, and judgments. Handles conflict empathetically. Explains the context of interrelated situations, asks probing questions and solicits multiple sources of advice prior to taking action when appropriate.
Problem-Solving - Applies problem-solving methodologies and tools to diagnose and solve operational and interpersonal problems. Determines the potential causes of the problem and devises testing methodologies for validation. Shows empathy and objectivity toward individuals involved in the issue. Analyzes multiple alternatives, risks, and benefits for a range of potential solutions. Recommends resource requirements and collaborates with impacted stakeholders.
Leading Self - Demonstrates self-control and recognizes own pressure points. Acknowledges the need for and seeks out the appropriate training and/or coaching. Volunteers to undertake tasks that stretch abilities. Possesses a strong work ethic and manages workload autonomously using creative methods to organize and prioritize ongoing workload.
Leading Others - Guides, coaches, and motivates others. Assesses developmental needs and engages team members in projects that challenge their skills and abilities. Provides opportunities for others to learn from experts. Addresses and confronts issues and inappropriate behaviors in a timely and respectful way.
Leading the Organization - Understands and conveys departmental vision to staff and stakeholders. Understands UBC and departmental commitments, goals, and strategies and how they align with and guide daily operations. Sets realistic service expectations within given