Senior Manager, Technology Support Client Service (T & I) (Hybrid)

Position Title :

Senior Manager, Technology Support Client Service (T & I) (Hybrid)

Status of Employment :

Permanent

Position Language Requirement :

English, French

Language Skills :

English (Reading - C - Advanced), English (Speaking - C - Advanced), English (Writing - C - Advanced), French (Reading - C - Advanced), French (Speaking - C - Advanced), French (Writing - C - Advanced)

Work at CBC / Radio-Canada

At CBC / Radio-Canada, we create content that informs, entertains and connects Canadians on multiple platforms. Our successes and accomplishments are driven by embodying and upholding values, which include creativity, integrity, inclusiveness and relevance.

Do you think you have the ability and drive to keep up with this exciting, ever-changing industry? Whether it be in front of the camera, on air, online or behind the scenes, you would be joining a team that thrives on making connections and telling stories that are important to Canadians.

Unposting Date :

2024-07-06 11 : 59 PM

Behind the scenes, but ahead of the curve : help us develop the next-generation public broadcaster.

Created in 2015 to align, lighten and modernize infrastructure, the Technology & Infrastructure (T & I) team is the backbone and the future forward arm of CBC / Radio-Canada. We are the people that make stuff work. We make connections; between media content, systems, people and places. We are the space in between.

CBC / Radio-Canada has always been a highly regarded pioneer of media technology. Not just in Canada, but around the world. Today, we’re transforming ourselves from conventional radio and television broadcaster into a modern digital media company. Technology is the driving force and we are the team making it happen.

This role is a hybrid work arrangement. Work schedule to be discussed with Hiring Manager according to the guidelines defined by the department.

What You’ll Do

We’re looking for a Senior Manager, Technology Support, reporting to the Director, Expertise Centre.

If you’re someone who values human relationships, a collaborative culture, open communication and a positive employee experience, we’ve got a job for you!

You will be a strategic, engaging and collaborative leader in charge of managing the technology support client service teams for CBC / Radio-Canada’s News, Production, Digital Media and Corporate Services divisions.

Your role will be to drive the employee experience by providing support teams with guidance on best practices for troubleshooting. You will be expected to work with the director and other managers to set operational and strategic priorities.

Your team is the first point of contact for the relevant business areas, to help troubleshoot issues and guide the selection of technology solutions.

What’s in It for You?

Cutting-edge tech. We are the only media company in Canada that has transitioned to IP infrastructure, including establishing a brand new all-IP broadcast facility that provides virtually unlimited flexibility across multiple platforms. As part of CBC / Radio-Canada, a leader in this area, you will gain unparalleled hands-on experience and exposure to tools and processes that are currently sought after by other media companies.

Be part of a diverse and inclusive team and organization. We believe in celebrating human differences and know that there is no other path to becoming the best public broadcaster for all Canadians. There’s still more work to be done, and we are deeply committed to putting all of our corporate, individual and collective efforts into doing the work. You will be part of our growth and have opportunities to participate in our diversity and inclusion initiatives, including but not limited to Emerging Leadership Training and Unconscious Bias training. Led by a manager dedicated to hearing your unique perspective, you will help shape the work we do and how we do it.

Career growth. We are a continuously innovative, learning and growing organization; joining us now is a chance to be part of that whether you are an idea generator or an executor. We want to ensure you are happy in and out of the office. We offer a rare-in-tech work-life balance; professional development opportunities internally and externally, including the chance to attend or speak at conferences; and the support of your manager to pursue the next steps in your career.

How You’ll Make an Impact  :

Communicating . You will promote the importance of client service and technology support across the Corporation to ensure that all departments are on the same page and deliver the best possible level of service.

Guiding. You will bring your extensive management experience and engaging leadership style focused on communication, innovation and collaboration. You will supervise management personnel, including objective setting, performance reviews, compensation, training and development. You will hire and manage in-house and external resources to fulfil the departmental mandate.

Collaborating. You will align team efforts with the Corporation’s strategic goals. You will help define the annual hardware upgrade plans based on business priorities and technological risks. You will be responsible for optimizing workflows and escalation procedures.

Innovating. You will improve all tasks associated with IT asset management, access requests, security and inventory management. You will manage client relationships to identify business priorities for service evolution. You will help evolve our existing technology.

What You Bring  :

• Extensive experience managing a client service team
• Client focus and openness to change and new technologies
• Ability to manage dissatisfied clients and de-escalate tense situations
• Excellent communication and interpersonal skills; ability to deal with people at all levels of the Corporation and external / internal clients on behalf of the Executive Director, exhibiting high-quality written and verbal communication skills as well as diplomacy to deal effectively and efficiently with difficult situations
• Knowledge of management practices such as supervision and professional staff leadership, as well as internal practices and procedures for budgeting, recruitment, procurement, contract management, etc
• Ability to help people achieve their goals
• Understanding of key IT focus areas from a managerial and business perspective
• Engaging leadership that fosters a respectful, supportive and open-minded culture in your team
• Five or more years’ experience in a management role
• University degree in business administration or management, or a combination of training and experience deemed relevant
• Bilingualism (English and French); you are comfortable working in both official languages and can manage bilingual remote teams
• Ability to travel across Canada

Candidates may be subject to skills and knowledge testing.

We thank all applicants for their interest, but only candidates selected for an interview will be contacted.

CBC / Radio-Canada is committed to being a leader in reflecting our country’s diversity. That’s because we can only create and tell the stories that connect Canadians, by having a workforce that mirrors the ever-changing makeup of our country. That’s why we, as an employer, value equal opportunity and nurture an inclusive workplace where our individual differences are not only recognized and valued, but also extend to and pervade all the services we provide as Canada’s public broadcaster. For more information, visit the of our website. If you have accommodation needs at this stage of the recruitment process, please inform us as soon as possible by sending an e-mail to .

You are invited to consult and familiarize yourself with our Code of Conduct, which can be found on our . All employees must adhere to the Code as a condition of employment. We also invite you to take a look at our policy on . In the event that you become an employee, it will be important to inform us, as quickly as possible, of any situation that, because of your hiring, constitutes or could appear to constitute a conflict of interest.

Primary Location :

Broadcast Centre 205 Wellington St. W., Toronto, Ontario, M5V 3G7

Number of Openings : Work Schedule :

Full time