Impress employers and recruiters.
Choose from hundreds of resume examples.

Impress employers and recruiters.
Choose from hundreds of resume examples.

Target Resume Now

About the Role

The IT Supervisor will oversee IT Service Management (ITSM) operations, ensuring seamless technology service delivery, cybersecurity, and compliance with industry standards. This role involves managing IT staff, budgets, and vendor relationships while aligning IT strategies with business objectives. The position is crucial for maintaining IT infrastructure, supporting digital transformation, and ensuring minimal disruptions to business operations. Key responsibilities include tracking KPIs, managing incident responses, and optimizing IT processes for continuous improvement, while fostering collaboration across teams and stakeholders to drive technological advancements and enhance service delivery.

Responsibilities

• Assist the Director of Finance, HR and Administration to develop and implement IT policies and strategies aligned with business goals
• Research and recommend new technologies to improve efficiency
• Oversee and manage the IT project portfolio at NCFST while actively contributing to related initiatives in collaboration with service
• Oversee the installation, maintenance, and upgrades of IT systems (servers, networks, cloud platforms, etc.)
• Ensure system availability, performance, and security
• Plan, prepare, and lead technical changes related to case management applications and business intelligence solution enhancements, bug fixes, and new releases
• Manage the day-to-day delivery of Information Technology Service Management (ITSM) services, including Help Desk, incident management, asset management, and software licensing
• Oversee cybersecurity measures, ensuring standardized security practices and continuous monitoring to safeguard IT infrastructure
• Ensure compliance with ITIL frameworks, including release management, service transition, and change management
• Manage the delivery of End User Computing (EUC) services, including mobile devices, telephony, desktops/laptops, peripherals, and software distribution
• Act as an escalation point for critical incidents and manage communication strategies to ensure timely resolution and business continuity
• Implement security policies to protect against cyber threats
• Ensure compliance with industry regulations
• Manage data backup and disaster recovery plans
• Oversee ITIL Key Performance Indicators (KPI) and customer SLA performance reporting to identify continuous improvement opportunities
• Develop and maintain IT policies and procedures to align with best practices and evolving security standards
• Supervise IT support teams to resolve technical issues for employees
• Ensure minimal downtime and quick resolution of IT-related problems
• Provide technical advice, guidance, and recommendations for tools and techniques to improve IT operations
• Manage relationships with IT vendors and service providers in collaboration with the Director of Finance, HR and Administration
• Assisting the Director of Finance, HR and Administration with budget for IT expenses and ensure cost-effective technology solutions
• Lead and mentor IT staff
• Define team member roles, responsibilities, and expectations to ensure a cohesive operational unit
• Provide training for employees on new software and security best practices
• Provide timely coaching and performance feedback to optimize team efficiency
• Drive automation and digital transformation initiatives
• Implement cloud solutions, AI, or other emerging technologies
• Support collaborative projects with sibling agencies under the leadership of the Director of Finance, HR and Administration
• Identify continuous improvement and optimization opportunities within IT service delivery
• Work effectively with all levels of staff, maintaining strong communication and relationships
• Demonstrate strong interpersonal skills, tact, and sensitivity in interactions
• Build and maintain strong internal relationships
• Ensure clear communication of ITSM activities and IT service status to stakeholders, including managing stakeholder expectations
• Manage additional projects as assigned by the Director of Finance, HR and Administration
• Perform other related duties and responsibilities as required

Requirements

• Minimum of five years of progressive experience in Technology service management
• Minimum of three years of experience in managing Technology teams in a complex environment
• Postsecondary degree in information systems, business administration, project management, or equivalent combination of education, training, and experience
• Experience in Technology Availability Management, Service Improvement, and Incident Management
• Experience in contingency, disaster recovery, and cybersecurity
• Experience in Technology Asset Management and Service Continuity Management
• Extensive application support experience with Microsoft Office Suite
• Knowledge of basic computer hardware and Microsoft desktop/server operating systems
• Working knowledge of diagnostic utilities
• Basic knowledge in web development and experience with CSS
• Exceptional written and oral communication skills, and strong documentation skills
• Exceptional interpersonal skills, focusing on rapport-building, listening, and questioning skills
• Exceptional customer service orientation and ability to present ideas in user-friendly language
• Demonstrated understanding and commitment to integrating NCFST’s mission and values into practice
• Knowledge of Indigenous culture in an urban environment
• Ability to conduct research into a wide range of computing issues
• Proven analytical and problem-solving abilities
• Ability to absorb and retain information quickly
• Highly self-motivated and directed, with keen attention to detail
• Ability to effectively prioritize and execute tasks in a high-pressure environment
• Understanding of workplace health and safety practices and legislation
• Ability to work effectively with all staff levels, maintaining effective communication and working relationships
• Pass a Vulnerable Sector Police Record Check
• Strategic IT Leadership experience
• Project and Service Management experience
• Cybersecurity and Risk Management experience
• Technical and Cloud Expertise
• Communication and Team Leadership

Skills

• IT Service Management (ITSM)
• Cybersecurity
• ITIL frameworks
• Help Desk management
• Incident management
• Asset management
• Software licensing
• End User Computing (EUC)
• Data backup and disaster recovery
• Microsoft Office Suite
• Web development
• CSS
• Cloud solutions
• AI

Location

• Toronto

Work Type

• Regular Full-Time

Experience Level

• Minimum of five years of progressive experience in Technology service management
• Minimum of three years of experience in managing Technology teams in a complex environment

Education Level

• Postsecondary degree in information systems, business administration, project management, or equivalent combination of education, training, and experience

Salary/Compensations

• $107,487-$129,311 / annual

About the Company

• Native Child and Family Services of Toronto (NCFST) strives to provide a life of quality, well-being, caring and healing for our children and families in the Toronto Indigenous Community.
• We do this by creating a service model that is culture-based and respects the values of Native people, the extended family, and the right to self-determination and through the integration of holistic, culturally based prevention services that are child centered, family focused, and community driven.
• At Native Child, we are guided by our purpose: Honoring Our Roots, Embracing Our Future.
• We are inspired to be and do our best, recognizing the profound impact we have on our communities, our people, and our shared heritage.
• Our commitment to preserving and celebrating Indigenous culture drives us to be a leading force in our region.
• Here, you are welcomed into an inclusive and supportive environment that values each individual's contributions and fosters collective success.

Equal Opportunity

• We are an Equal Opportunity Employer committed to diversity and inclusion and does not discriminate on the basis of any legally protected ground.
• We encourage applications from all qualified individuals, including those from Indigenous backgrounds.
• In accordance with the Accessibility for Ontarians with Disabilities Act, 2005 and the Ontario Human Rights Code, Native Child will provide accommodations throughout the recruitment and selection process to applicants with disabilities as required.
• If you require accommodation during the interview process, please contact Human Resources at hrncfst@nativechild.org.