This is a Position of Trust and a satisfactory Criminal Record Check is required.
As per HRM Directive 518, this employment opportunity is restricted to Government of Nunavut employees only.
Reporting to the Manager, Government of Nunavut (GN) Service Desk, the Call Center Supervisor is responsible for providing supervisory duties for the team of Call Center Agents within the headquarters operation of the GN Service Desk and acts as a senior member of the Call Center Team providing technical support for incidents and requests brought forth to the GN Service Desk and provides escalation technical support for GN Service Desk Call Center Agents.
As the supervisor of the Call Centre and its agents this position directly impacts and contributes to all levels of the Government of Nunavut. This critical role is responsible for ensuring service delivery levels of the GN Service Desk are maintained and improved through receiving, documenting, assigning and tracking all Call Centre incidents, requests for information and requests for informatics services on behalf of the GN and associated third party organizations and agents.
The knowledge, skills, and abilities required for this job are usually obtained through a recognized Diploma in Informatics Technology or related field with five (5) years of related experience working in an ITIL service delivery support role. ITIL Certification is required. Experience working in a supervisory capacity is also required. A+ Certification or other industry standard, recent experience working with Front Range Heat software including installation, configuration and support of the Service Desk and Discovery modules, recent experience working with Service Desk Knowledge Base application systems and recent experience working with Prairie Fyre software including installation, configuration and support of the desktop application will be considered as assets.
The Official Languages of Nunavut are Inuktitut, Inuinnaqtun, English and French. Fluency in Inuktitut is an asset. Knowledge of Inuit language, communities, culture, land and Inuit Qaujimajatuqangit is an asset.
Equivalencies that consist of an acceptable combination of education and experience may be considered.
An eligibility list may be created to fill future vacancies.