Supervisor, IT

Key Responsibilities:

1. IT Strategy and Planning

Assist the Director of Finance, HR and Administration to develop and implement IT policies and strategies aligned with business goals
Research and recommend new technologies to improve efficiency
Oversee and manage the IT project portfolio at NCFST while actively contributing to related initiatives in collaboration with service

2. Infrastructure and Systems Management

Oversee the installation, maintenance, and upgrades of IT systems (servers, networks, cloud platforms, etc.)
Ensure system availability, performance, and security
Plan, prepare, and lead technical changes related to case management applications and business intelligence solution enhancements, bug fixes, and new releases
Manage the day-to-day delivery of Information Technology Service Management (ITSM) services, including Help Desk, incident management, asset management, and software licensing
Oversee cybersecurity measures, ensuring standardized security practices and continuous monitoring to safeguard IT infrastructure
Ensure compliance with ITIL frameworks, including release management, service transition, and change management
Manage the delivery of End User Computing (EUC) services, including mobile devices, telephony, desktops/laptops, peripherals, and software distribution
Act as an escalation point for critical incidents and manage communication strategies to ensure timely resolution and business continuity.

3. Cybersecurity and Compliance

Implement security policies to protect against cyber threats
Ensure compliance with industry regulations
Manage data backup and disaster recovery plans
Oversee ITIL Key Performance Indicators (KPI) and customer SLA performance reporting to identify continuous improvement opportunities
Develop and maintain IT policies and procedures to align with best practices and evolving security standards

4. IT Support and Helpdesk Management

Supervise IT support teams to resolve technical issues for employees.
Ensure minimal downtime and quick resolution of IT-related problems.
Provide technical advice, guidance, and recommendations for tools and techniques to improve IT operations.

5. Vendor and Budget Management

Manage relationships with IT vendors and service providers in collaboration with the Director of Finance, HR and Administration
Assisting the Director of Finance, HR and Administration with budget for IT expenses and ensure cost-effective technology solutions

6. Team Leadership and Training

Lead and mentor IT staff
Define team member roles, responsibilities, and expectations to ensure a cohesive operational unit
Provide training for employees on new software and security best practices
Provide timely coaching and performance feedback to optimize team efficiency

7. Digital Transformation and Innovation

Drive automation and digital transformation initiatives
Implement cloud solutions, AI, or other emerging technologies
Support collaborative projects with sibling agencies under the leadership of the Director of Finance, HR and Administration
Identify continuous improvement and optimization opportunities within IT service delivery.

8. Communication and Collaboration

Work effectively with all levels of staff, maintaining strong communication and relationships
Demonstrate strong interpersonal skills, tact, and sensitivity in interactions
Build and maintain strong internal relationships
Ensure clear communication of ITSM activities and IT service status to stakeholders, including managing stakeholder expectations

9. Other Responsibilities

Manage additional projects as assigned by the Director of Finance, HR and Administration
Perform other related duties and responsibilities as required

Experience And Skilled Knowledge Requirements:

Minimum of five years of progressive experience in Technology service management
Minimum of three years of experience in managing Technology teams in a complex environment
Postsecondary degree in information systems, business administration, project management, or equivalent combination of education, training, and experience
Experience in Technology Availability Management, Service Improvement, and Incident Management
Experience in contingency, disaster recovery, and cybersecurity
Experience in Technology Asset Management and Service Continuity Management
Extensive application support experience with Microsoft Office Suite
Knowledge of basic computer hardware and Microsoft desktop/server operating systems
Working knowledge of diagnostic utilities
Basic knowledge in web development and experience with CSS
Exceptional written and oral communication skills, and strong documentation skills
Exceptional interpersonal skills, focusing on rapport-building, listening, and questioning skills
Exceptional customer service orientation and ability to present ideas in user-friendly language
Demonstrated understanding and commitment to integrating NCFST’s mission and values into practice
Knowledge of Indigenous culture in an urban environment
Ability to conduct research into a wide range of computing issues
Proven analytical and problem-solving abilities
Ability to absorb and retain information quickly
Highly self-motivated and directed, with keen attention to detail
Ability to effectively prioritize and execute tasks in a high-pressure environment
Understanding of workplace health and safety practices and legislation
Ability to work effectively with all staff levels, maintaining effective communication and working relationships
Pass a Vulnerable Sector Police Record Check

Preferred Skills and Capabilities:

Strategic IT Leadership experience
Project and Service Management experience
Cybersecurity and Risk Management experience
Technical and Cloud Expertise
Communication and Team Leadership