Team Leader, User Support

Important messages

Testing will be held between June 19 and June 30, 2017.

Interviews will be held on the week of July 10, 2017.

Information you must provide

HOW TO APPLY
When submitting your application, you will have to answer questions regarding the education and experience requirements. You MUST CLEARLY DEMONSTRATE with clear and specific examples how you meet these requirements, to specify the exact period (month/year to month/year) and to provide sufficient information to allow the selection committee to assess the depth and breadth of experience in terms of qualifications sought. It is NOT sufficient to only state that the qualifications are met or to only provide a listing of current or past responsibilities. Information provided throughout your application MUST BE SUPPORTED IN YOUR RESUME. Failure to provide this information in the requested format will result in your application being rejected.



We will accept applications on-line only. All job applications must therefore be submitted through the Public Service Resourcing System. Some of the benefits for applicants include that you can:

- modify your application/resume at any time BEFORE the closing date,
- complete screening questions which will highlight your qualifications to the hiring manager, and
- verify the status of your application and notification(s), at any time

Duties

Manage and coordinate an information technology help desk for all Agency sites, establish standards and develop processes to increase work effectiveness and the productivity of human resources.

Develop the operational and strategic plans; establish short- and medium-term plans and objectives with colleagues from other IT sectors in order to define the projects, responsibilities and work plans associated with user requests.

Develop and implement or collaborate in the development of policies, strategies, standards, procedures, plans and objectives related to the delivery of information technology services on a national scale.

Develop the policies, procedures, processes and standards to guide personnel in providing the help desk; recommend and implement improvements to processes and procedures.

Provide technical advice and help to the support group and act as resource person on certain specialized subjects; provide services tailored to customer needs using a project management approach.

Supervise projects, provide consulting services and exercise functional leadership by acting as subject matter expert to members of project teams composed of technical personal and contractors concerning technological problems including the repair, installation and configuration of computers and peripherals, as well as the identification and resolution of problems.

Supervise and direct the support technicians and analysts and ensure their continuing professional development; establish short- and medium-term plans and objectives with colleagues from other IT sectors in order to define the projects, responsibilities and work plans associated with user requests.

Work environment

Work environnement
Please note that the positions to be fill is at the Canadian Space Agency's head office located at :

6767, route de l'Aéroport
Saint-Hubert, Quebec
J3Y 8Y9

Intent of the process

The intent of this selection process is to staff one position on an indeterminate basis.

A pool will be created and will be used to staff identical or similar positions for different tenures (indeterminate, specified period, acting, deployment, secondment or assignment).

Positions to be filled: 1

Information you must provide

Your résumé.

You must meet all essential qualifications in order to be appointed to the position. Other qualifications may be a deciding factor in choosing the person to be appointed. Some essential and other qualifications will be assessed through your application. It is your responsibility to provide appropriate examples that illustrate how you meet each qualification. Failing to do so could result in your application being rejected.

In order to be considered, your application must clearly explain how you meet the following (essential qualifications)

EDUCATION
Successful completion of two years of an acceptable post-secondary educational program in computer science, information technology, information management or another field relevant to the position to be staffed.

Notes:
1. Indeterminate incumbents of CS positions on May 10, 1999, who do not possess the education level prescribed above, meet the minimum standard based on their education, training and/or experience. They must be accepted as having met the minimum education standard prescribed above whenever this standard is called for when staffing positions in the CS group.
2. The candidate must provide a diploma confirming that the courses taken by the candidate correspond to two years in a post-secondary education program. The diploma must be issued by a recognized educational institution (e.g. community college, CEGEP or university). The candidate will be asked to present this diploma during the interview.

Degree equivalency

EXPERIENCE
Recent* and significant** work experience in solving computer problems in an information technology (IT) environment.

*Recent experience is defined as an experience generally acquired within the past five (5) years.
**Significant experience is defined in terms of the breadth, scope and complexity of an experience acquired through the full-time accomplishment of tasks associated with an IT environment for a period of approximately two (2) years.

Recent* experience in the development and implementation of (IT) processes or procedures.

*Recent experience is defined as an experience generally acquired within the past five (5) years.

Experience in the development of advice and recommendations for management*** on IT activities.

***Management is defined as a supervisor level or more.

The following will be applied / assessed at a later date (essential for the job)

Bilingual - Imperative (BBB/BBB)

Information on language requirements

ABILITIES
Ability to oversee a work team.
Ability to analyze and make recommendations.
Ability to develop and implement service standards.
Ability to communicate effectively orally.
Ability to communicate effectively in writing.
Leadership
Effective interpersonal skills
Judgement
Customer service oriented

The following may be applied / assessed at a later date (may be needed for the job)

EDUCATION
College diploma from a recognized academic institution in computer science, information technology, information management or another field relevant to the position to be staffed.

University diploma from a recognized academic institution in computer science, information technology, information management or another field relevant to the position to be staffed.

Degree equivalency

ITIL (Information Technology Infrastructure Library) certification

Project Management Professional (PMP) certification

EXPERIENCE
Significant experience** in the oversight of work teams related to information technology support services.

**Significant experience is defined in terms of the breadth, scope and complexity of an experience acquired through the full-time accomplishment of tasks associated with an IT environment for a period of approximately two (2) years.

Experience in the development of operational or strategic plans related to information technology support services.

Significant experience** in IT project management.

**Significant experience is defined in terms of the breadth, scope and complexity of an experience acquired through the full-time accomplishment of tasks associated with an IT environment for a period of approximately two (2) years.

Significant experience** in the coordination of IT security activities or in the establishment of IT security programs (risk analysis, protective measures, vulnerability management, encryption, monitoring, etc.)

**Significant experience is defined in terms of the breadth, scope and complexity of an experience acquired through the full-time accomplishment of tasks associated with an IT environment for a period of approximately two (2) years.

Significant experience** in the design, development, installation, maintenance and support expertise of commercial systems and in-house applications.

**Significant experience is defined in terms of the breadth, scope and complexity of an experience acquired through the full-time accomplishment of tasks associated with an IT environment for a period of approximately two (2) years.

Significant experience** in the analysis of the clients’ operational requirements to meet their needs.


**Significant experience is defined in terms of the breadth, scope and complexity of an experience acquired through the full-time accomplishment of tasks associated with an IT environment for a period of approximately two (2) years.

Selection may be limited to members of the following Employment Equity groups: Aboriginal persons, persons with disabilities, visible minorities, women

Information on employment equity

Operational Requirements

Occasional travel might be required.
Overtime might be required.

Conditions of employment

Secret security clearance

Other information

Acknowledgment of receipt of applications will not be sent.

Persons are entitled to participate in the appointment process in the official language of their choice.

Candidates’ qualifications may be assessed by various tests, interview, role play and/or references.

The Public Service of Canada is committed to building a skilled, diverse workforce reflective of Canadian society. As a result, it promotes employment equity and encourages candidates to indicate voluntarily on their application if they are a woman, an Aboriginal person, a person with a disability or a member of a visible minority group.

The Public Service of Canada is also committed to developing inclusive, barrier-free selection processes and work environments. If contacted in relation to a job opportunity or testing, you should advise the Public Service Commission or the departmental official in a timely fashion of the accommodation measures which must be taken to enable you to be assessed in a fair and equitable manner. Information received relating to accommodation measures will be addressed confidentially.

Preference

Preference will be given to veterans and to Canadian citizens, in that order.

Information on the preference to veterans

We thank all those who apply. Only those selected for further consideration will be contacted.