Job Systems Manager in Vancouver

Requisition ID: 38402

Organization

Located on the traditional, ancestral and unceded lands of the xʷməθkʷəy̓əm (Musqueam), Sḵwx̱wú7mesh (Squamish), and səlilwətaɬ (Tsleil-Waututh) Peoples, Vancouver has a commitment to becoming a City of Reconciliation. Vancouver consistently ranks as one of the world’s most liveable cities and is working towards being the greenest city in the world. Named among Canada's Top 100 Employers, BC's Top Employers, and Canada's Greenest Employers, the City of Vancouver seeks colleagues who can help shape and embody our core commitments to sustainability, decolonization, equity and outstanding quality of life for all residents.

Consider joining our committed team of staff and being part of an innovative, inclusive and rewarding workplace.

Main Purpose and Function

The Client Systems Manager oversees the multi-year strategic and annual planning and daily operation of managing client based technologies with a focus on desktop automation, licensing and standards. This includes staff management, technical and administrative work with responsibility for planning, organizing and monitoring the delivery of client software, and standardization of client hardware. Primary functions include asset management for client software & hardware, including licence and subscription management (e.g. Microsoft and Adobe products), negotiation and structure or multi-year software agreements totalling in excess of $5 million spend per year. The manager also directs the technical work of the team which includes the configuration, packaging and deployment, imaging, quality control and release cycle of: client operating systems, software (both installed and cloud based), and Internet browser software. Additional activities include development of published standards for client hardware (desktops, laptops, tablets, mobile devices), client operating system (Windows), and cloud based and desktop applications such as Office 365 & Adobe products. The role is also responsible for the supporting server technologies required to manage, configure and secure client systems (e.g. Group Policy, asset management, anti-virus, print services environment).

Specific Duties and Responsibilities

• Provides asset and life cycle management for client software, operating systems and Internet browsers in use at the City
• Establishes and maintains multi-year strategic direction of the City’s collaboration and productivity platform standards, including strategic roadmaps for major software (i.e. Microsoft and Adobe products). This work includes: providing presentations that include options, guidance, and recommendations to the Technology Services leadership team (TLT); the subsequent incorporation of their input and decisions; and management of the resulting operational and program work
• Manages the negotiation, structuring and execution of multi-year software contracts totalling more than $5 million in spend per year, in coordination with the City’s Supply Chain Management group and Legal Services group
• Provides strategic input for forecasting and planning of TS’ annual Client Hardware Refresh Program, which exceeds $3 million in spend per year
• Plans project and operational work that can include the creation of temporary or regular full-time positions funded via capital or operating budgets, frequently participates in or manages the resulting hiring processes
• Maintains City’s Client Hardware Standard to ensure fleet offers models appropriate for City’s various use cases, ensure models offer best value for money.
• Establishes and maintains published list of City approved software; with version and compatibility management; includes software patching, upgrades, release, and decommission
• Manages collection of City approved device images for every make and model of client compute device in the fleet (desktop, laptop, and tablet, mobile devices).
• Manages the Workforce Standards Board which reviews and approves all new client related hardware and software standards, this board includes representatives from other Technology Services teams including Cybersecurity, Systems, Access & Identity, Network, Telecom and Digital Infrastructure, Enterprise Architecture, Work Intake, Desktop Services, ServiceDesk and others
• Manages the teams use of Group Policy, scripting, and asset management tools to optimize the City’s standard client operating systems, software and Internet browsers.
• Manages configuration and delivery of packaged software to clients throughout all stages of lifecycle: development, testing and User Acceptance Testing (UAT), communication, deployment, patching and upgrades, to final decommission
• Maintains the health and operations of server technologies required to manage the City’s client systems including: client management platforms (e.g. SCCM, MEM), print servers and managed printer services, license management servers, and Microsoft Remote Desktop Services (RDP) and other servers as needed
• Provides subject matter expertise and key evaluation duties to Supply Chain Management in the development and evaluation of multi-million dollar Requests for Proposals (RFPs)
• Authors, obtains approval for, and maintains key charter and terms of reference documents that establish the work and responsibilities of: projects (Project Charters), operational teams (Team Charters), and various governing bodies (e.g. Terms of Reference for CAB, for Workforce Standards Board)
• Performs strategic management, budget and upgrade planning, version leveling, communication, and compatibility testing for all cloud based and desktop applications that have no dedicated support team (e.g. Office 365, Adobe products, SnagIt, SketchUp, etc.). Also, assists application support teams with the deployment, upgrade and patching for their client applications (e.g. SAP, VanDocs, AutoCAD, Tempest).
• Manages the Change Advisory Board (CAB) that reviews and approves Change Requests to TS’s production environment, the work of which is ITIL standard practice to reduce change related risk. Acts as primary or backup CAB manager as needed
• Manages the client support technicians and asset analysts including hiring, planning, assigning and reviewing work, setting goals and standards, approving absences, training and other work-related activities.
• Leads hiring and selection, staff development, engagement and talent retention, attendance management, performance management, discipline and termination for Client Systems staff.
• Remains current with developments in new technologies, including releases, enhancements/new functionality and best-of-breed business processes and practices.
• Performs other duties/responsibilities as assigned.

Qualifications

Education and Experience:

• Degree in information technology or a related discipline supplemented by technical courses related to the work, and a minimum of 8 years experience, including minimum 4 years working in a technical position within Information Technology and computer support services, or an equivalent combination of education, training and experience.
• Considerable related experience supervising technical support staff, working with collective agreements and dealing effectively with labour relations issues.

Knowledge, Skills and Abilities:

• Thorough knowledge of client environment, including Microsoft licensing and technologies, software package and release processes, and asset management
• Considerable knowledge of information technology components, processes and developments, including local and wide area networks, servers and workstation operating systems, hardware platforms and configuration options
• Analytical and problem solving skills; ability to investigate, assess and resolve software problems and to liaise with vendor representatives and technical specialists on the more complex problems
• Ability to determine priorities and structure work activities to achieve goals in a timely manner; ability to work effectively in a multi-task dynamic environment punctuated by frequent interruptions
• Ability to develop and communicate strategic direction in the client systems space, providing leadership to operational and project resources, as well as providing advice, guidance, and recommendations to the Technology Services leadership
• Ability to establish and implement service standards, set work priorities, and schedule and lead assigned projects such as the development and implementation of systems and information technologies
• Ability to work collaboratively within a team environment and promote a supportive, respectful and safe work environment in an economically and culturally diverse workplace and community
• Skills in supervising staff, including providing feedback, dealing with conflict, corrective discipline, managing performance, and coaching
• Ability to exercise independent judgment in emergencies and non-routine matters which meets City priorities and obligations

Where operationally appropriate and subject to change, the City of Vancouver has a Flexible Work Program. This program allows staff to work remotely 1 – 4 days a week from locations that are a daily commutable distance from their work at a City worksite. At this time this position is eligible to be part of the Flexible Work Program.

The City’s COVID-19 vaccination policy is currently suspended and as a result, vaccination against COVID-19 is not required at this time. However, should circumstances change and the City deem it necessary to re-introduce such policy, you may be required to provide proof of vaccination against COVID-19 in order to be eligible to continue performing your duties.

Business Unit/Department: IT, Digital Strategy & 311 (1070)

Affiliation: Exempt

Employment Type: Regular Full Time

Position Start Date: June, 2023

Salary Information: Pay Grade RNG-111: $112,215 to $147,651 per annum

Application Close: May 7, 2023

At the City of Vancouver, we are committed to recruiting a diverse workforce that represents the community we so proudly serve. Indigenous applicants, people of colour, all genders, 2SLGBTQ+ and persons with disabilities are encouraged to apply. Accommodations will be provided upon request during the selection process. Learn more about our commitment to diversity and inclusion.

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