Position Profile


Job Title:  Client Services Team Lead

Work Unit:  SBS, Corporate Business Technology Services

Ministry:   Alberta Treasury Board and Finance

Competition Number:  1038419

Date:  October 2016
 

Purpose

 

Reporting to the Manager, Client Services within Corporate Business Technology Services, this position leads the service request coordination for the purchase and setup of new end user computing equipment for all program and business areas of Treasury Board and Finance.  The Team Lead provides leadership and coordination for the day-to-day operations of the team, ensuring that all request tickets are processed and completed in a timely manner and in accordance with ministry and GoA requirements, policies and standards.  The Team Lead plans and adjusts team resources to respond to shifting volumes and priorities so that ministry operations that rely on technology are minimally impacted by service needs.  This is a working supervisory position, with the Team Lead responding to requests that are more complex and engaging in advanced troubleshooting.

The Team Lead tracks and monitors the Ministry’s IT asset inventory and also completes hardware and software purchase processes.  This includes identifying and scoping the requirements through consultation with business units, determining budgets and timelines, securing competitive bids/quotes and recommending a preferred option.  The Team Lead also assists in guiding the implementation process, ensuring alignment with leading industry practice, ministry architecture and government requirements.

The Team Lead works to ensure that services are delivered with innovative, functional and cost effective solutions using an integrated IT service management framework.

Responsibilities and Activities

 

With assistant from the Manager, Client Services this position provides advice and recommendations to the branch leadership to facilitate effective branch operations and service to the ministry (60%)

  • In conjunction with the Manager, Client Services, represent the Client Services team’s interests and objectives at the senior leadership and management tables, advocating branch-wide collaboration on application and infrastructure management initiatives, budgets, programs and projects for which this position is responsible
  • Coordinates the identification of IT requests, development and implementation of solutions with Infrastructure and Applications teams to ensure ongoing connectivity of client workstations to the TBF datacentre
  • Ensure Managers, Directors and Executive Directors are informed of emerging issues, clarify impact and collaborate on possible solutions
  • In conjunction with Service Alberta, manage and streamline the Service Management and Delivery processes to ensure optimized utilization of IT resources
  • Represent Client Services and Corporate Business Technology Services in cross-ministry initiatives
  • Maintain awareness of innovations and new technologies and service models to evolve service request coordination over time
  • Provide updates and regular reports on the achievements of the team

Lead the team’s provision of services for the assigned ministry in alignment with ministry and GoA requirements and timelines (20%)

  • Develop and implement the operational plans for the Service Request Coordination team working collaboratively with the Manager, Client Services and other areas within Corporate Business Technology Services to ensure alignment of work across the business unit
  • Develop and implement service processes, measures and standards to foster consistency in service delivered to the ministry
  • Supervise a team of professional IT staff, providing guidance and direction to ensure department and division policies are followed
  • Adjust team resources as needed to respond to shifting priorities and request volumes to manage backlogs and project demands
  • Assessing projects and initiatives and assigning to team members to optimize utilization of staffing and technology resources
  • Maintain a variety of information repositories on the Client Services SharePoint site including master printer list, support documentation (knowledge-base articles), ITSM group structure for CBTS, and equipment inventory

This position manages the Ministry’s IT asset inventory and purchase hardware and software for the ministry in alignment to existing ministry requirements: (10%)

  • Ongoing tracking of all ministry IT assets based on the contractual reporting agreements on Asset Management with Service Alberta and adjust inventories as needed to reflect acquisitions, enhancements, replacements and dispositions for the purpose of planning evergreen projects
  • Identify upgrades of the Ministry’s infrastructure (end user computing hardware and software) in consultation with the Manager, Client Services as needed.
  • Proactively identify needs with clients, aligning their current issues with anticipated outcomes in the future
  • Investigate and evaluate new hardware and software products and upgrades to existing departmental standard products to assess the impact of adopting or upgrading products
  • Introduce new technologies and procedures to clients, presenting enhanced and more efficient ways that clients can do their business using technology
  • Review the acquisition requests for the purchase of IT equipment (workstations, printers, laptops, software) and ensure equipment and hardware are obtained to meet the needs of a business area
  • Support IT infrastructure initiatives such as hardware and software platform migrations
  • Participate in the negotiation of contracts with vendors to provide hardware or software purchases

In conjunction with the Manager, Client Services, reinforce compliance with leading industry practice and ministry and GoA policies, framework, standards and processes by all team services (10%)

  • Implement an effective Service Request Management System, making revisions to the system over time as needed
  • Ensure service requests adhere to ministry purchasing processes and requirements and align with existing architecture
  • Ensure that interface standards are supported through interactions with 3rd party operations teams (Service Alberta)
  • Ensure each solution is aligned with corporate and GoA-wide standards and IT priorities
  • Ensure for all services, contracts and projects that expectations and results are clearly communicated
  • Ensures that requests for service are fully documented and understood by service provisioning teams (including external suppliers) and that associated change orders for service are complete, documented and signed off

Scope

 

The work of this position affects the stability of the day-to-day use of IT services and applications by all ministry staff.
This position impacts GoA Service Desk, service responses and hardware and software purchases for the ministry through leadership of a team of Service Request Coordinators that address and resolve issues generated from the GoA Service Desk and the Worksite Support Provider teams.  The position also impacts the ministry’s compliance with existing licensing agreements and efficient purchases and maintenance of IT equipment and applications.

The Team Lead ensures the branch’s IT support services are consistent with GoA requirements and IT industry best practices and meet the diverse business needs across the ministry. Often clients will approach this position stating a need or problem as well as their idea of a solution, so the Team Lead needs to understand the core issue at hand and apply IT technical expertise to identify and develop solutions that meet the clients’ needs.

The Team Lead works with the clients on the front end, while also working internally with CBTS staff on the back end to generate options, which might include collaborating and partnering with another business area to address similar issues at once or to maximize the exiting knowledge base within staff in CBTS to generate aligned solutions with other service areas.

Exceptions to standards, unusual requests, or need for assistance are brought forward to the Team Lead for review when necessary.

This position also has responsibility for hardware and software purchases, applying established standards and policies for the acquisition requests and purchases for IT expenditures.  The Team Lead suggests corrective action and works collaboratively with the business area where required to ensure cost effective solutions that meet established policy can be implemented.

This position participates in the GoA SRC committee and represents TBF’s interests. The committee introduces and operationalizes new technologies, processes and tools based on participant feedback.

Knowledge, Skills and Abilities

 
  • University graduation in computer science or a related discipline is required. Equivalencies will be considered are as follows: A related two-year diploma in computer technology or a related discipline from a recognized post-secondary institution and two years related experience; or a related one-year certificate from a recognized post-secondary institution and three years related experience.
  • Creativity and innovation to seek solutions to hardware and software issues that meet ministry IT needs within existing service and licensing agreements and assist with the development and implementation
  • Strong IT infrastructure technical problem-solving skills
  • Strong management and supervisory skills to lead the team
  • Excellent verbal and written communication skills to develop strategic recommendations and collaborate with business area clients, and expert system delivery and IT infrastructure management knowledge
  • Ability to translate IT concepts and terms into everyday language for business units across the ministry
  • In-depth knowledge of the CBTS service management processes and practices required for managing, monitoring, measuring reporting and communicating the on-going delivery of IT operating services in a complex IT environment
  • Thorough knowledge of IT service management delivery systems and approaches
  • A solid understanding gained through practice IT experience within a government environment of budget and policy implementation
  • Knowledge of the business of the ministry and the diverse IT needs
  • Proven influential skills working with senior level government staff on IT service management related issues
  • Ability to proactively identify, manage and mitigate risks associated with projects using risk management techniques and contingency plans and other quality assurance methods
  • Ability to manage stress in an environment with high expectations, tight deadlines, limited budgets and changing priorities
  • Problem solving techniques including multi-tasking, managing priorities and conflict resolution complemented with project planning principles
  • Awareness of political realities and their impacts on CBTS

Contacts

 

Treasury Board and Finance Management

  • Request approval for IT hardware or software acquisition.
  • Provision of technical information and advice
  • Validate IT program access requests

Treasury Board and Finance Users

  • Initiate and follow up on service requests for various Treasury Board and Finance software programs
  • Identify, clarify and rectify technical IT concerns and Service requests.
  • Provide training to new and existing users.

GoA Service Desk

  • Coordinate service requests for Ministry staff
  • Liaise to ensure problems being resolved effectively and efficiently.

GoA SRC

  • Participate in cross-ministry process development and improvement
  • Represent the TBF SRC team at cross-government meetings/committees
  • Share best practices

Service Request Coordinators in other Ministries

  • Coordinate account transfers
  • Share best practices

Internal and External Service Providers/Vendors

  • Research product information
  • Exchange information
  • Resolve service delivery issues
  • Work with TBF IT Analysts to keep track of equipment inventory and assignments.
  • Coordinate client request transfers to appropriate IT support team within Service Alberta and Treasury and Finance

Supervision Exercised

 
  • Supervise a team of 5 Service Request Coordinators.

 

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