Team Leader, Service Desk

Important messages

We are committed to providing an inclusive and barrier-free work environment, starting with the hiring process. If you need to be accommodated during any phase of the evaluation process, please use the Contact information below to request specialized accommodation. All information received in relation to accommodation will be kept confidential.

Assessment accommodation

THE ABILITY TO COMMUNICATE EFFECTIVELY IN WRITING WILL BE ASSESSED THROUGH THE APPLICATION PROCESS.

Only applications received directly via the System (https://emploisfp-psjobs.cfp-psc.gc.ca/psrs-srfp/applicant/page1710?toggleLanguage=en) will be accepted. If you require accommodation for any reason, you must contact the HR Advisor listed below before the closing date.

If you do not clearly demonstrate how you meet all screening criteria, your application will be rejected. Your application may also be rejected if it has incomplete information. We will not contact you to request information that is missing from your application

Duties

The Team Leader, Service Desk position is at the center of all IT operations in the Treasury Board Secretariat. The team leader manages employees and consultants, working on daily operations to support business clients and coordinate with subject matters experts on issues that cannot be resolved by the first level support. The team leader also works in close collaboration with Shared Services Canada to ensure IT issues and problems are correctly qualified and actioned according to Department priorities. Another important role is the participation in projects to ensure effective transitions of new products and solutions to operations.

Work environment

TBS’s new flagship facilities at 90 Elgin Street and 219 Laurier, are in the heart of downtown Ottawa, is the hub of its activities. The new building meets the government’s Workplace 2.0 concept, has Wi-Fi throughout, and has many fully equipped videoconference areas to support collaboration and innovation. Employees have access to amenities such as showers, change rooms and secure bicycle storage, allowing them to commute using Ottawa’s bike path system.

If you are a leader, a motivator and a strategic thinker who wants to work for one of Canada’s Top Employers, consider joining the TBS team.

Intent of the process

The initial intent of this process is to make one Bilingual Imperative CBC indeterminate appointment. The pool may be used to staff other positions mainly bilingual imperative; however, there is a possibility of n‎on-imperative appointments should it be required.

A pool of qualified persons resulting from this process MAY be created and MAY be used to fill similar positions with linguistic profiles (bilingual imperative BBB/BBB, bilingual imperative CBC/CBC, bilingual non imperative CBC/CBC) as well as tenures (indeterminate, deployment, acting, assignment, secondment, specified period) which may vary according to the position being staffed.

Positions to be filled: 2

Information you must provide

Your résumé.

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 specialty relevant to the position to be staffed.

Notes:
3. At the manager's discretion, an acceptable combination of education, training and/or experience may serve as an alternative to the minimum post-secondary education stated above. Whenever the minimum education is met using this alternative, it is met for the specific position only and must be re-assessed for other positions for which this alternative has been specified by the manager.

Degree equivalency

EXPERIENCE:
E1.*Recent and **significant experience working in a IT Service Desk environment supporting; Email service, Windows desktops and desktop applications, network account management and smartphone devices
E2.**Significant experience in analyzing IT issues and providing recommendations or solutions to staff or supervisor/manager
E3.Experience in coordinating special tasks or deliverables in a IT Service Desk environment

* Recent experience is defined as being within the last five (5) years

** Significant experience is defined by the depth and breadth of the experience normally associated with having performed a broad range of various, complex activities which are normally acquired over a period of two (2) years. Candidates must provide clear and specific examples within their application.

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

Various language requirements
Bilingual Imperative CBC/CBC (initial appointment)
Bilingual Imperative BBB/BBB
Bilingual Non-imperative CBC/CBC

Information on language requirements

COMPETENCIES
C1. Leadership
C2. Analytical thinking
C3. Judgment
C4. Initiative
C5. Client Service

ABILITIES:
A1. Ability to prioritize a workload to meet tight deadlines while working under pressure
A2. Ability to communicate effectively in writing
A3. Ability to communicate effectively orally

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

ASSET CRITERIA
EXPERIENCE:
A1.Experience leading or participating in IT projects
A2.Experience supervising a team in a IT Service Desk environment including coordinating and evaluating the work of staff

KNOWLEDGE:
K1. Knowledge of Human Resources principles in the government of Canada.

Organizational Needs:
-Treasury Board Secretariat employees affected by workforce adjustment may be appointed before persons employed by other government organizations;
-In support of achieving a diverse workforce, consideration may be given to candidates self-identifying as belonging to one of the following Employment Equity groups: Aboriginal peoples, persons with disabilities, members of visible minorities, and women.

Operational Requirements:
-The position is based in Ottawa and the successful candidate must be willing to relocate.
-Willingness to work overtime on short notice.

Other information

The Public Service of Canada is committed to building a skilled and diverse workforce that reflects the Canadians we serve. We promote employment equity and encourage you to indicate if you belong to one of the designated groups when you apply.

Information on employment equity

We will communicate with you about this process by email. As a result, you must update your Public Service Resourcing System profile if it changes. Applicants should use an email address that accepts messages from unknown senders (some email systems block such messages).

If you do not respond to our communications, we will interpret this as your withdrawal from the process.

Candidates may be required to meet the asset qualifications or the organizational needs, depending on the requirements of the specific position being staffed.

• Reference checks may be sought.
• An interview may be administered.
• A test may be administered.
• A situational exercise may be administered.
• An assignment, secondment, or acting appointment requires approval of your supervisor.
• You must provide proof of your education credentials.
• Persons are entitled to participate in the appointment process in the official language of their choice.
• A random and/or top down selection of candidates may be used in the determination of those to be given further consideration in the assessment process.

Preference

Preference will be given to veterans and to Canadian citizens, in that order, with the exception of a job located in Nunavut, where Nunavut Inuit will be appointed first.

Information on the preference to veterans

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