Supervisor, IT Support
Apply NowCompany: University of Ottawa
Location: Ottawa, ON K1A 0A5
Description:
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Job Type:
Employee
Duration in Months(for fixed-term jobs):
24
Job Family:
IT Support
# of Open Positions:
1
Faculty/Service - Department:
MedTech Operations
Campus:
Roger Guindon Hall
Union Affiliation:
UOITP
Date Posted:
April 28, 2025
Applications must be received BEFORE:
May 09, 2025
Hours per week:
35
Salary Grade:
UOITP Grade11
Salary Range:
$90,424.00 - $112,432.00
About the Faculty of Medicine
Welcome to the University of Ottawa Faculty of Medicine, the first and largest bilingual medical faculty in Canada. Our learners have access to state-of-the art facilities and specialized institutions as they learn alongside world-class physicians and scientists. Consistently ranked among the top 10 medical schools in Canada, our faculty is among the top faculties of medicine in the world for research impact in biomedical and health sciences.
Position Purpose:
Provide an expert-level of support for end-user oriented software on mainframe and micro-computer environments (software and hardware), including local area networks (LAN) throughout the University. Collaborates closely with other IT groups, and oversee successful completion of joint projects. Supervises a team of computing analysts. The position involves a high level of autonomy.
Typical Accountabilities:
Knowledge, Experience and Skills:
Essential Qualifications:
Other Qualifications:
Key Competencies at uOttawa:
Here are the required competencies for all or our employees at uOttawa:
Planning: Organize in time a series of actions or events in order to realize an objective or a project. Plan and organize own work and priorities in regular daily activities.
Initiative: Demonstrate creativity and initiative to suggest improvements and encourage positive results. Is proactive and self-starting. Show availability and willingness to go above and beyond whenever it is possible.
Client Service Orientation: Help or serve others to meet their needs. This implies anticipating and identifying the needs of internal and external clients and finding solutions on how to meet them.
Teamwork and Cooperation: Cooperate and work well with other members of the team to reach common goal(s). Accept and give constructive feedback. Able to adjust own behaviour to reach the goals of the team.
The University of Ottawa embraces diversity and inclusion in the workplace. We are passionate about our people and committed to employment equity. We foster a culture of respect, teamwork and inclusion, where collaboration, innovation, and creativity fuel our quest for research and teaching excellence. While all qualified persons are invited to apply, we welcome applications from qualified Indigenous persons, racialized persons, persons with disabilities, women and LGBTQIA2S+ persons. The University is committed to creating and maintaining an accessible, barrier-free work environment. The University is also committed to working with applicants with disabilities requesting accommodation during the recruitment, assessment and selection processes. Applicants with disabilities may contact hrtalentmanagement@uottawa.ca to communicate the accommodation need. All qualified candidates are encouraged to apply; however, Canadians and permanent residents will be given priority.
Note: if this is a union position: The hiring process will be governed by the current collective agreement related to the union affiliation noted above; you can click here to find out more.
If this is a front-line position with responsibilities to interact with students, selected candidates must be rated at the Low Advanced proficiency level or higher for both oral comprehension and reading comprehension in their second official language. The rating is determined by a proficiency test designed by the Official Languages and Bilingualism Institute.
Prior to May 1, 2022, the University required all students, faculty, staff, and visitors (including contractors) to be fully vaccinated against Covid-19 as defined in Policy 129 - Covid-19 Vaccination. This policy was suspended effective May 1, 2022 but may be reinstated at any point in the future depending on public health guidelines and the recommendations of experts.
Job Type:
Employee
Duration in Months(for fixed-term jobs):
24
Job Family:
IT Support
# of Open Positions:
1
Faculty/Service - Department:
MedTech Operations
Campus:
Roger Guindon Hall
Union Affiliation:
UOITP
Date Posted:
April 28, 2025
Applications must be received BEFORE:
May 09, 2025
Hours per week:
35
Salary Grade:
UOITP Grade11
Salary Range:
$90,424.00 - $112,432.00
About the Faculty of Medicine
Welcome to the University of Ottawa Faculty of Medicine, the first and largest bilingual medical faculty in Canada. Our learners have access to state-of-the art facilities and specialized institutions as they learn alongside world-class physicians and scientists. Consistently ranked among the top 10 medical schools in Canada, our faculty is among the top faculties of medicine in the world for research impact in biomedical and health sciences.
Position Purpose:
Provide an expert-level of support for end-user oriented software on mainframe and micro-computer environments (software and hardware), including local area networks (LAN) throughout the University. Collaborates closely with other IT groups, and oversee successful completion of joint projects. Supervises a team of computing analysts. The position involves a high level of autonomy.
Typical Accountabilities:
- Supervision: Supervises the work of and provides administrative and technical direction to a team of computing analysts. Participates in staff recruitment and performance management, recommends alternatives to resolve scheduling conflicts and contention of resources. Trains and mentors more junior analysts to ensure continuous and efficient service to end-users.
- Support and advisory service: Establishes the use of the automated tracking system; supports software on mainframe, and micro-computer environments (software and hardware) including local area networks for the end-users of computing technology. Isolate, debug and solve problems by providing corrective action to technical issues. Provides expert advice to researchers, IT Staff, Support Staff on server and desktop, data security and integrity.
- Planning and implementation: Responsible for strategic planning around detailed installations and modifications to operating system parameters in order to accommodate expansion and permit access to network services. Manages the installation, testing and upgrades to microcomputer software and hardware for all computing users. Install and test peripherals, including network adapters, tape backup units, memory expansion cards, hard disk, printers. Tunes network parameters to provide optimal functionality of workstations and peripherals on the network.
- Documentation: Logs, tracks and monitors assigned problems using automated problem tracking software. Installs, evaluates and tests micro-computer software and hardware products including device drivers, custom-made menus, and peripherals. Prioritize problems in order to decide which problems should be given immediate attention. Writes procedures on effective installation of software. Provides professional written documentation based on needs analysis.
- New equipment: Acquires, tests, and evaluates leading edge technology. Liaises with vendors to ensure that adequate software installations are provided to end-users. Manages the testing of new products and its impact on the University community. Documents and analyze technical findings and recommends new software and hardware products.
- Project management: Manages and undertakes special projects or studies as required. Monitors and manages progress of projects within group.
- Software licenses: Establish policies for distribution of licensed software. Manages University site licenses. Is responsible for proper distribution and preparation for audit requirements.
- Service level agreements: Is responsible for creation, maintenance and enforcement of Service Level Agreements within user community and faculty IT representatives.
- Training: Trains the end-user in the use of supported software. Leads special interest groups and specialized computing workshops. Acts as information provider on topics directly related to client support.
- Promotion: Promotes the defined hardware and software standards to the University community. Promotes effective use of campus wide electronic mail service. Represents the University at conferences and conventions. Participates in the creation and operation of special interest groups to encourage useful exchange of information throughout the University community.
Knowledge, Experience and Skills:
Essential Qualifications:
- University Degree or College Diploma in Computer Science, Information Technology or related field or equivalent combination of education and experience.
- Minimum 5 years of experience in an IT technical advisory and support role.
Other Qualifications:
- Knowledge of operating systems to understand, install, diagnose and repair complex issues.
- Knowledge of programming languages and web technologies in order to configure and troubleshoot software and connectivity issues.
- Knowledge of Office automation software to support and guide users in their work.
- Knowledge of University hardware, software, peripherals and security guidelines and standards.
- Knowledge of established IT policies and procedures of the University
- Experience in supporting diverse user groups of mid to large sizes.
- Experience in resolving a wide variety of complex software, hardware and peripheral issues.
- Experience in the implementation of system upgrades and a demonstrated ability to manage large projects.
- Experience in a customer service environment.
- Experience in providing supervision, guidance, leadership and feedback.
- Experience troubleshooting TCP/IP and IPX networking protocols.
- Experience using Internet Tools such as browsers and FTP clients.
- Experience in creating software scripts.
- Ability to communicate technical concepts in a non-technical manner.
- Ability to proactively keep abreast of new emerging technologies.
- Ability to foster professional relationships with clients.
- Bilingual French and English (written and spoken).
Key Competencies at uOttawa:
Here are the required competencies for all or our employees at uOttawa:
Planning: Organize in time a series of actions or events in order to realize an objective or a project. Plan and organize own work and priorities in regular daily activities.
Initiative: Demonstrate creativity and initiative to suggest improvements and encourage positive results. Is proactive and self-starting. Show availability and willingness to go above and beyond whenever it is possible.
Client Service Orientation: Help or serve others to meet their needs. This implies anticipating and identifying the needs of internal and external clients and finding solutions on how to meet them.
Teamwork and Cooperation: Cooperate and work well with other members of the team to reach common goal(s). Accept and give constructive feedback. Able to adjust own behaviour to reach the goals of the team.
The University of Ottawa embraces diversity and inclusion in the workplace. We are passionate about our people and committed to employment equity. We foster a culture of respect, teamwork and inclusion, where collaboration, innovation, and creativity fuel our quest for research and teaching excellence. While all qualified persons are invited to apply, we welcome applications from qualified Indigenous persons, racialized persons, persons with disabilities, women and LGBTQIA2S+ persons. The University is committed to creating and maintaining an accessible, barrier-free work environment. The University is also committed to working with applicants with disabilities requesting accommodation during the recruitment, assessment and selection processes. Applicants with disabilities may contact hrtalentmanagement@uottawa.ca to communicate the accommodation need. All qualified candidates are encouraged to apply; however, Canadians and permanent residents will be given priority.
Note: if this is a union position: The hiring process will be governed by the current collective agreement related to the union affiliation noted above; you can click here to find out more.
If this is a front-line position with responsibilities to interact with students, selected candidates must be rated at the Low Advanced proficiency level or higher for both oral comprehension and reading comprehension in their second official language. The rating is determined by a proficiency test designed by the Official Languages and Bilingualism Institute.
Prior to May 1, 2022, the University required all students, faculty, staff, and visitors (including contractors) to be fully vaccinated against Covid-19 as defined in Policy 129 - Covid-19 Vaccination. This policy was suspended effective May 1, 2022 but may be reinstated at any point in the future depending on public health guidelines and the recommendations of experts.