Job Summary

The Team Lead, Service Desk provides day to day supervision of the IT Service Desk Analysts, IT Lab Monitors and IT Service Desk Co-op positions. The position is responsible for delivering the highest quality service experience to students, faculty, and staff.

The Incumbent leads the day-to-day operations of the IT Service Desk and Computer Lab Monitors by applying strong leadership, mentorship, and technical skills. They ensure client requirements are met in terms of communication, prioritizing, escalating, and resolving incidents and service requests. They also inspire and motivate a culture of continual process improvement within these teams, as well as with the wider IT Services team.

Qualifications

• Bachelor’s Degree in computer information systems or related technical field.
• Minimum of five (5) years of experience in a related supervisory position.
• Information Technology Infrastructure Library (ITIL) framework certification an asset.
• HDI certification in Service Desk Lead or Management preferred.
• Experience with the installation, maintenance and upgrade of computer operating systems, hardware, software and peripherals.
• Ability to adapt to changing workload priorities and events and effectively reprioritizing or deferring tasks in line with operational and strategic goals.
• Time management and organizational skills.
• Ability to demonstrate customer service and conflict resolution skills.
• Excellent problem solving and troubleshooting skills.
• Ability to work effectively as a member of a team.
• Demonstrated commitment to continuous learning and professional development.
• Job duties may be rescheduled on short or limited notice due to IT emergencies.
• May be required to work non-standard hours.
• Working at any of UFV’s campus locations may be required.

How to Apply

Please submit your resume and cover letter by the application deadline.

About UFV

The University of the Fraser Valley is located on the traditional territory of the Halq'eméylem-speaking peoples. We express our gratitude and respect for the honour of living and working in Stó:lo Tém:éxw (Stó:lo Land; Stó:lo World). In all that we do, UFV strives to support and honour the Stó:lo peoples goals of self-determination and well-being on these lands. A commitment to Indigenization and Reconciliation is core to our institutional Vision and Integrated Strategic Plan: IYAQAWTXW — which means House of Transformation. This commitment includes the goal of centering Indigenous ways of knowing throughout our organization, recognizing our responsibilities to community, and a multi-year plan to increase the number of Indigenous faculty, staff, and administrators working at UFV.

UFV has campus locations in Abbotsford, Chilliwack, Mission, and Hope in the beautiful British Columbia, and in Chandigarh, India. Recognized as one of BC's top employers, UFV offers a combination of career and lifestyle benefits. Join a team of 1,400 passionate professionals who value integrity, inclusivity and excellence. At UFV, you will serve a vibrant community and shape the future of 15,000 students.

Indigenization, equity, and diversity are essential to our work as a university. A diverse community fosters the inclusion of voices that have been historically underrepresented and marginalized. At UFV, we are committed to recruiting a diverse workforce that represents the community we proudly serve. We encourage applications from Indigenous peoples, members of groups that experience discrimination due to race, colour, place of origin, ancestry, and/or religion, persons who identify as women and 2SLGBTQ+, and persons with disabilities. We invite applicants to complete a confidential self-identification survey as part of the application process. All questions are voluntary, with an option to decline to answer. Information will be used to support efforts to broaden the diversity of the recruitment process, and results are not shared with the selection committee. Inquiries about the survey may be directed to careers@ufv.ca. Learn more about our commitment to diversity and inclusion.

All qualified candidates are encouraged to apply; however, Canadians and permanent residents will be given priority. In an effort to be both environmentally and fiscally responsible, UFV will contact only candidates receiving an interview. We thank all applicants for considering UFV for employment. Shortlisted applicants may be required to undergo a criminal record check and/ or a verification of their education credentials.

UFV is committed to the principle of equity in employment.