Team Lead

Job Category
M&P – AAPS

Job Profile
AAPS Salaried – Information Systems and Technology, Level D

Job Title
Team Lead

Department
UBC IT Collaboration Services

Compensation Range
$7,278.33 – $11,372.33 CAD Monthly

Posting End Date
September 24, 2022

Note: Applications will be accepted until 11:59 PM on the day prior to the Posting End Date above.

Job End Date

Job Description Summary
The Team Lead provides operational oversight and technical leadership for all areas within a specific service offering within a single reporting unit.
The Team Lead will lead various, often concurrent, projects and participate as member of a project committee or workgroup. This position will involve providing advice and training to operational support staff and assisting the Manager in coordination of staff professional development. The Team Lead will be responsible for negotiating with various stakeholders and management to resolve problems as they arise and create new work schedules and revisions to project deliverables and secure stakeholder buy-in, and participate in strategizing for future change and growth.
This position has three major responsibilities including technical team leadership, product/service expertise, and supervision and mentoring of staff.
Organizational Status
UBC IT Communication and Collaboration Services provide a suite of communications and collaboration services to the University community, including voice (telecommunications), contact centre, email, calendaring, collaboration tools, emergency broadcast and digital signage.
The Team Lead will act as an expert within a specific product or service 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; this role will include mentoring staff to develop their skills in these areas.
Work Performed
Specific Duties:
– Provides problem solving expertise for all aspects of Incident Management, Request Management, Event Management, Problem Management and Change Management processes and the interdependencies between the management processes.
– Coaches and mentors Tier 2/3 team members to obtain daily service levels and manage quality customer service interactions.
– Manages distribution and completion of daily work and work associated with multiple concurrent operational tasks/projects including creating, revising and disseminating work schedules to ensure support coverage meets Service Level commitments for response times.
– 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.
– May serve as Project Team Lead, a member of a project, or more informally, provide ad-hoc subject matter expertise to the project team. Regardless of the role in individual projects, the Team Lead will maintain an overview and report on the status of various operational milestones, issues, and elements. Manages all functions within the project management cycle and moves between different roles.
– Provides leadership and resource allocations across and within projects in their assigned team.
Core Duties:
– 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.
– Works with business partners and/or IT leadership to develop project resource plans to meet staffing, space and equipment requirements. Coordinates and distributes work, monitors workloads and backlogs, and makes necessary adjustments.
– Provides coaching and mentoring on the more complex elements of the work, applying an advanced level of technical expertise and judgement to support the achievement of desired work outcomes.
– Develops and implements procedures, methods, standards and controls to support operational efficiency, monitor compliance, mitigate risks, and achieve team results.
– Prepares budget recommendations for resources.
– Responsible for product expertise which would include development of new systems, acquisition of new software or hardware packages, changes and enhancements.
– 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 adhere to the systems, procedures, methods, standards and controls within the unit.
– Develops and manages professionals and other staff including selection, training, coaching, performance management and all other people practices.
– In collaboration with the Manager/Senior Manager, manages the staff performance assessment process. Conducts regular meetings with direct reports.
– 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 which leverages their skills and capabilities and provides them with opportunities for learning.
– Manages performance concerns and disciplinary action in collaboration with HR and, where applicable, a Manager or Senior Manager.
– Makes recommendations on the selection of vendors.
– May serve as a Project Manager and be responsible for the overall management and success of the project.
– Maintains appropriate professional designations and up-to-date knowledge of current information technology techniques and tools.
– Performs other related duties as required.
Consequence of Error/Judgement
Makes decisions regarding solutions to business needs or decisions relating to the leadership of a team.
Judgment and decision making that affects information technology security, privacy, and integrity of systems including assessing criticality of incidents and failures in the infrastructure and environment.
Supervision Received
Works with wide latitude, and receives day-to-day and strategic direction from the Operations Manager, Communications and Collaboration Services.
Work is reviewed in terms of achievement of broad project objectives and goals.
Supervision Given
Supervises individual staff and project work teams.
Preferred Qualifications
Undergraduate degree in a relevant discipline.A minimum of 5 years of experience, in-depth knowledge of applications and the business requirements supporting them or the equivalent combination of education and experience.Experience working in education technology is an asset.
– Demonstrates in-depth knowledge of information technology, systems software and hardware.
– Knowledge of UBC Information Technology infrastructure and how systems fit into the larger picture of technology at UBC preferred.
– Demonstrates effective interpersonal skills including conflict resolution and change management.
– Ability to manage staff performance by establishing standards and goals, evaluating performance, providing feedback, and taking corrective action.
– Ability to mentor and coach staff, and act as a resource.
– Ability to effectively manage multiple tasks and priorities and work under pressure to meet critical, time sensitive deadlines.
– Ability to analyze and redesign work flow/business processes to make them more efficient and effective.
– Ability to effectively facilitate groups to achieve appropriate outcome.
– Ability to develop and deliver effective presentations and workshops.
– Strong organizational, analytical and planning 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.
Communicating 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 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 behaviours 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 constraints. Makes decisions that align with best practices and the organization s core values.