Supervisor, Information Technology Services

Job purpose

Staff leadership and compliance

• Observes and evaluates staff performance; mentors and trains staff as needed; prepares and conducts appraisals with department management.
• Acts as a communication link between staff and management and participates in discipline or corrective action within the role's scope.
• Supports compliance with regulations, policies, procedures, corporate social responsibility, and provincial workplace safety responsibilities.
• Completes reports, paperwork, logs, and correspondence as required.

Service and resource operations

• Plans, coordinates, assigns, and prioritizes product-area operational and sustainment activities; schedules daily work and allocates staff resources.
• Assigns operational and project work to maintain appropriate 24/7 service coverage and balances workloads across contract and FTE staff.
• Monitors incidents, service requests, and problems to maintain support quality and meet applicable service-level agreements.
• Coordinates technical resources across product and platform teams and liaises with Corporate Procurement on required tools, systems, and technologies.

Planning, assets, and improvement

• Contributes to ITS annual business plans, budgets, and business cases with the Manager.
• Oversees acquisition and renewal of hardware and software licenses and support agreements aligned with support requirements.
• Uses reports and tools to measure performance and identify gaps and technology improvements.
• Collaborates on operational and technology improvements, develops policies and procedures, and ensures departmental adherence.
• Ensures team members follow change control procedures.

Audit management

• Coordinates resources for financial and business-cycle audits, provides management feedback on findings, determines solutions for high-risk findings, tracks progress, and updates outstanding audits.

Primary qualifications

• Recognized degree or diploma in an IT-related discipline, or an equivalent combination of education, certification, and experience.
• At least six years of progressively responsible information systems experience; gaming or liquor distribution sales industry experience is described as ideal.
• At least one year of supervisory or leadership experience and proven superior customer service delivery and support.
• Knowledge and experience implementing and managing according to ITIL processes.
• Proven project coordination and resource allocation experience.
• Demonstrated efficiency focus, leadership and organizational skills, best-practice adoption, initiative, self-starting ability, and human resource management skills.