SENIOR TECHNICAL SUPPORT SPECIALIST 1

Job ID: 51154

Job Category: Information & Technology 

Division & Section: Technology Services, Technology Services Delivery

Work Location: 55 John St, Toronto, ON M5V 3C6

Job Type & Duration: Full-time, Temporary Vacancy (24 months)

Salary: $112,280.00 - $149,247.00
Shift Information: Monday to Friday, 35 hours per week

Affiliation: Non-Union
Number of Positions Open: 1

Posting Period: 30-OCT-2024 to 13-NOV-2024

Reporting to the Manager, ESD Management Services you will provide leadership in technology project management and planning & coordination services to drive the delivery of various City of Toronto technology initiatives.

You will use your experience in technology project management, planning & coordination, communications & reporting, service resilience, business continuity planning, procurement, and customer service to support initiatives such as Critical Event Planning (e.g., FIFA World Cup 2026), Emergency Management (e.g., Business Continuity Planning), and the Municipal Elections, to name a few.

Major Responsibilities:

• Designs, architects, analyzes, and implements detailed plans and recommends policies/procedures regarding program specific requirements.
• Supervises, motivates and trains assigned cross divisional project staff, ensuring effective teamwork, high standards of work quality and organizational performance, continuous learning and encourages innovation in others.
• Supervises the day-to-day project operation of all assigned staff including the scheduling, assigning, and reviewing of work. Authorizes and co-ordinates vacation and overtime requests. Monitors and evaluates staff performance, salary increments, hears grievances, and recommends disciplinary action when necessary.
• Provides input into and administers assigned budget, ensuring that expenditures are controlled and maintained within approved budget limitations.
• Provides advice and consultation to business users and other technical staff to determine requirements, research on solutions, evaluate alternatives, and to recommend policies, data integration, data security, network infrastructure, common software required, and the final product acquisition.
• Leads technical project teams comprised of members from other department and/or sections of the division, to determine requirements, research, evaluate, develop and/or acquire, implement, and provide technical support for enterprise software products to support business requirements.
• Provides senior level support of the enterprise software and hardware installation, upgrades, configuration, account management, security administration, capacity planning and performance tuning.
• Performs hardware, software, appliance and related tools installation, configuration, maintenance, and upgrades. Also, performs account management, system monitoring and security services on the systems. This includes the creation of City-wide policies and standards, and enforcement of the standards relating to users account creation and the access permissions for the users.
• Provide enterprise-wide backup and disaster recovery services to meet the business recovery requirements. Responsible for the capacity planning, security measurement, and performance tuning of the overall infrastructure, including Internet, Intranet and Extranet environments.
• Develops, manages, and reports on detailed project plans. Ensures effective corporate standard system security and internal processing controls (audit controls) are maintained.
• Impacts change management for both hardware and software and manages vendor relations in the case of external hardware, systems software, network and/or service acquisitions. Provides risk assessment and its potential impact on enterprise systems and users.
• Ensures timeliness and completion of corporate projects by providing project management and project planning. Influences project scope monitors critical success factors, co-ordinates projects resources and reports on project milestones/deliverables.
• Leads in the preparation of Request for Proposal (RFP), Request for Quotation (RFQ), and Request for Information (RFI) and participates in the evaluation and selection of technical solutions.
• Establishes City wide standards related to the operability and high availability of corporate data center software/hardware products through the identification and resolution of service or performance problems and initiates changes to enhance problem avoidance.
• Reviews, evaluates, recommends, and comments on emerging technologies and business innovation for improving service, reducing costs, and enhancing efficiency on internal service improvement, cost efficiencies to the public.
• Works with highly confidential information; available 7x24 while on-call to respond to critical page alerts.
• Develops technical criteria of the overall mass storage and storage area networks (SAN) to meet the open systems storage requirements of the corporate consolidated data centre.

Key Qualifications:
Your application for the role of Senior Technical Support Specialist 1 should describe your qualifications as they relate to:

1. Post-secondary education in IT Management, and/or other related program and/or combination of education and experience.
2. Considerable experience leading, coordinating, and facilitating technology service teams to deliver tangible, business-critical outcomes.
3. Considerable experience preparing and presenting project communication materials to senior management using clear and effective business language.
4. Considerable experience developing and maintaining project documentation (action plans, work schedules, resource plans, RAID logs, etc.), requirements (both business and technical), and procurement documents (RFX, NCP, Contracts, Quotations, etc.).
5. Considerable experience establishing and maintaining effective working relationships with colleagues, service teams, internal and external stakeholders such as clients and suppliers.
6. Considerable experience communicating project delivery objectives and project status updates using Project Management Tools (such as MS Project, JIRA, etc.) and Microsoft 365 (Teams, Word, Excel, PowerPoint, Outlook, and OneNote).
7. Strong working knowledge of technology infrastructure, service resilience, business continuity concepts, and cyber security concepts.
8. Strong communication and presentation skills (both verbal and written).
9. Strong analytical, problem solving, facilitation and interpersonal skills.
10. Ability to work with competing demands, prioritize and meet deadlines.
11. Familiarity with government legislation in Occupational Health and Safety.
12. Ability to supervise staff, assign work, monitor performance, and motivate teams in a matrix-based work environment.
13. Willing to travel to various project location sites.
14. Ability to work flexible hours including days, afternoons, nights, and weekends, as required.

Note To Current City of Toronto Employees

City of Toronto employees are eligible to apply for the posted job opportunity, but cannot hold two different jobs. To be considered for this job posting, you must indicate that you are a "Current City of Toronto employee" on the on-line application form, and provide your "Employee Number".

Equity, Diversity and Inclusion

The City is an equal opportunity employer, dedicated to creating a workplace culture of inclusiveness that reflects the diverse residents that we serve. Learn more about the City’s commitment to employment equity.

Accommodation

The City of Toronto is committed to creating an accessible and inclusive organization. We are committed to providing barrier-free and accessible employment practices in compliance with the Accessibility for Ontarians with Disabilities Act (AODA). Should you require Code-protected accommodation through any stage of the recruitment process, please make them known when contacted and we will work with you to meet your needs. Disability-related accommodation during the application process is available upon request. Learn more about the City’s Hiring Policies and Accommodation Process.