Status Regular
Business Unit Information and Technology Services
Why join us?
The IESO is committed to ensuring Ontario's electricity system meets the province's needs today and into the future. We are charged with purpose, delivering reliable, affordable, and sustainable electricity for homes, businesses, and communities across the province. We are energized to grow, embracing opportunities to shape the future of a dynamic and evolving energy sector while advancing our careers. We are powered by teamwork, supported by diverse and passionate colleagues who foster respect, celebrate successes, and thrive on shared achievements. At the IESO, it's not just what we do it's who we are!
Who we are
Our central role includes managing the provincial power grid in real-time, overseeing and evolving Ontario's electricity market, engaging with government, municipalities and Indigenous communities, and planning for Ontario's future electricity needs. Our employees play a key role in driving grid innovation, protecting the system from threats, advancing the province's energy conservation programs, and forecasting and procuring the electricity resources we'll need in the decades to come.
This role is a part of
- In this role, you will lead the Client Support team at IESO, managing 12 staff and ensuring effective end user technical support across the organization. You will oversee installations, upgrades, and maintenance of user windows computers and software, while focusing on improving processes and overall service delivery. The position involves designing and managing user computing platforms, collaborating across teams in and outside of IT&S, and ensuring compliance with different standards. Success requires strong leadership, technical expertise, and a commitment to delivering an excellent customer experience.
- Information and Technology Services - non-unionized.
What makes this role exciting
The energy sector is rapidly evolving, offering exciting new opportunities for those who want to make a difference.
- The Manager of Client Support is tasked with overseeing daily operations and user support services.
- The role involves designing and managing the user computing platform, developing and maintaining relevant technology standards based on industry best practices, and managing the user technology roadmap.
- It will propose and develop new solutions aligned with business and technology strategies. This position requires collaboration with the broader IT and business organization to deliver solutions, serve as a subject matter expert in user computing technology, ensure governance and compliance with standards, and focus on delivering excellent customer experience.
- Organizational duties include hiring staff, managing resource demand and capacity, overseeing staff performance, and fostering talent development.
What you'll do
In this role, you'll make a meaningful impact by contributing to the IESO team and supporting the electricity needs of the province through:
- Manage the Client Support team, including organizing, scheduling, assigning work, providing instructions, advice and directions. As well as providing performance feedback and skills development opportunities.
- Oversee and develop the Client Support function to ensure effective customer focused support. This includes installations, upgrades, maintenance, access provisioning/supporting of software and hardware for user desktops, laptops, printers, copiers, MFPs, and other peripherals including phones (mobile/desk), audio/video equipment.
- Oversee the development of Client Support processes and procedures consistent with providing effective request fulfillment and incident resolution support to users. Ensure that these procedures are adequately defined and kept up to date.
In a typical day, you will
- Ensure the needs of the user community and I&TS groups are being met through the Client Support team. Report on the results of evaluations and assessments with conclusions and recommended actions to the Senior Manager.
- Design and manage the user computing platform, develop and maintain relevant technology standards based on industry best practices, and manage the user technology roadmap.
- Collaborate with various individuals and teams across the organization to deliver solutions and serve as subject matter expert in user computing technology. Ensure governance and compliance with standards and focus on delivering excellent customer experience.
- Participate in and provide required resources to support change initiatives and other activities with I&TS. Coordinate with business and technical project teams to provide qualified resources to address specific work programs and issues.
Independent Electricity System Operator
1600-120 Adelaide Street West
Toronto
Ontario Canada
www.ieso.ca
