This competition is open to all applicants however; internal candidates and applicants who were former employees of the University of Alberta will be given priority consideration before external candidates. Please log in to verify your internal candidate status.

**Location -**This role is in-person. Work primarily takes place at North Campus, Edmonton.

Do you enjoy working in a collaborative environment, leading a team of professionals, believe in service excellence and strive to leverage technology to enable and enhance user experience? Then this opportunity as an Endpoint Support Team Lead may be a great fit for you.

Reporting to the Manager of Endpoint Computing, the Endpoint Support Team Lead is responsible for leading Endpoint Support Analysts who support of the University’s endpoint environment. In addition to maintaining streamlined day to day operations, the role involves optimizing teamwork, building customer relationships and creating processes for continual improvement in the Information Services and Technology portfolio.

Endpoint Computing provides support and continuous service improvement to equipment, software and infrastructure that is leveraged for Teaching and Learning, Research and Administration. Endpoint Computing empowers the University community to accomplish their duties by providing a reliable, seamless and accessible technology experience.

Information Services & Technology (IST) is the central support group for the university's technological landscape. IST plays a pivotal role in ensuring the evolution and smooth operation of technology for teaching, learning, research and working at the University of Alberta. Beyond having expansive technical expertise, IST fosters a supportive environment where our staff values include compassion, connection, collaboration, creativity and courage. If you are passionate about leveraging technology to empower education, research and to drive institutional excellence, join us and be part of shaping the future of the University of Alberta through innovative IT solutions.

• Manage the day to day operations of the Endpoint Support Team. Which includes supporting, mentoring, training, and coaching your team.

• Maintain a focus on overall team success and metrics.

• Work collaboratively across Information Services and Technology in the delivery of service and supporting the University.

• Manage client relationships by building partnerships and addressing their concerns in a timely and professional manner.

• Provide support for enterprise wide projects and initiatives.

• Report and analyze staff work tickets/client surveys through team dashboards and statistics.

• Proactively explore options to enhance, streamline, or otherwise improve the administration and management of Endpoint Services.

• Use critical thinking, discretion, and delegated decision making in identifying and resolving complex problems and assignments.

• Keep abreast of changing technology across campus (and in industry in general) to ensure that our systems are compatible and that we are using up to date technology tools.

• Bachelor’s degree in Computing Science or Engineering.

• 5+ years providing advanced end user support, and experience in a consultative role preferred. Equivalent combinations of education and experience may be considered.

• 2 to 3 years demonstrated leadership / supervisory experience required.

• Ability to think critically, leverage systems thinking, articulate context, and an appreciation for the user and customer experience.

• Excellent communication, customer, interpersonal relations and analytical skills (data analysis, SLT/SLA creation/measurement).

• ITIL focused service delivery.

• Experience in building and retaining a team of technology professionals that are service and results oriented.

• Manage diverse computing environments with direct responsibility for the delivery of Endpoint services, hardware and software inventory management, vendor management and workstation Services.

Application Instructions

Click "Apply Now" to submit your resume and cover letter.

This position is subject to all applicable terms and conditions of the collective agreement between the Governors of the University of Alberta and the Non-Academic Staff Association (NASA).

This position offers a comprehensive benefits package*.*

The University of Alberta acknowledges that we are located on Treaty 6 territory, and respects the histories, languages and cultures of First Nations, Métis, Inuit and all FirstPeoples of Canada, whose presence continues to enrich our vibrant community.

The University of Alberta is a community of knowledge seekers, change makers and world shapers who lead with purpose each and every day. We are home to over 14,000 faculty and staff, more than 40,000 students and a growing community of 300,000 alumni worldwide.

Your work will have a meaningful influence on a fascinating cross-section of people - from our students and community members, to our renowned researchers and innovators, making discoveries and generating solutions that make the world healthier, safer, stronger and more just. Learn more.

At the University of Alberta, we are committed to creating an inclusive and accessible hiring process for all candidates. If you require accommodations to participate in the interview process, please let us know at the time of booking your interview and we will make every effort to accommodate your needs.

We thank all applicants for their interest; however, only those individuals selected for an interview will be contacted.

All University employees have a responsibility to foster a workplace that prioritizes safety in all its forms—physical, cultural, and psychological. This is achieved by promoting a safe environment, adhering to all safety laws, policies and procedures, completing all required safety training, identifying hazards and implementing controls, reporting incidents, and contributing to a culture of belonging and respect, while endeavoring to ensure that all colleagues feel valued and safe to express their thoughts, perspectives and concerns.

The University of Alberta is committed to creating a university community where everyone feels valued, barriers to success are removed, and thriving connections are fostered. We welcome applications from all qualified persons. We encourage women, First Nations, Métis and Inuit persons, members of visible minority groups, persons with disabilities, persons of any sexual orientation or gender identity and expression, and all those who may contribute to the further diversification of ideas and the University to apply.

L’Université de l’Alberta s’engage à créer une communauté universitaire où chaque personne se sent valorisée, où les obstacles à la réussite sont éliminés et où des connexions enrichissantes peuvent se développer. Nous accueillons les demandes de toutes les personnes qualifiées. Nous encourageons les femmes; Premières nations, Métis et Inuits; membres des groupes minoritaires visibles; personnes handicapées; personnes de toute orientation sexuelle ou identité et expression de genre; et toutes les personnes qui peuvent contribuer à la diversification des idées et à l'université à postuler.