Job ID #31366: Supervisor - Facilities Technical Services

Supervisor - Facilities Technical Services

Contribute to the City of Hamilton, one of Canada's largest cities - home to a diverse and strong economy, an active and inclusive community, a robust cultural and dining scene, hundreds of kilometers of hiking trails and natural beauty just minutes from the downtown core, and so much more. Join our diverse team of talented and ambitious staff who embody our values of sensational service, courageous change, steadfast integrity, collective ownership and being engaged empowered employees. Help us achieve our vision of being the best place to raise a child and age successfully. #BeTheReason

Reporting to the Manager, Facilities Planning & Business Solutions, the Supervisor - Facilities Technical Services will be responsible for technology-based operations of the division and will require a strong computer software background, particularly in various facility management applications combined with a good understanding the facility management.

This role combines leadership, technical expertise and knowledge of facility maintenance to oversee daily operations of the Facilities Service Center and support technology applications. The position will be responsible for the following areas:

• Supporting, troubleshooting, configuring and maintaining various software applications including computerized maintenance management systems, SharePoint sites, call queue systems, web form applications, building automated systems, space management, event booking and customer relationship management and mobile applications including deployments, configurations, database administration and other similar functions
• Designing and delivering reports, dashboards and other reporting tools
• Supporting and maintain the divisional web portal
• Responsible for leading the team that delivers centralized services assigned to the Facilities Service Centre (Work Order Management/Bookings/Moves)
• Responsible for leading the delivery of centralized building environment services including the operation of building automation systems, repairs to associated equipment in the field and life-cycle upgrades and new deployments
• Providing supervisory and leadership administration for the team
• Responsible for data warehouse quality of various systems including ARCHIBUS, Enterprise Asset Management system and Building Automated Systems
• Work with other sections to provide technology based continuous improvement initiatives that streamline and optimize service delivery
• Adhere to City's financial and procurement policies including budgeting for the section
• Comply with City's health and safety policies and have working knowledge of health and safety pertaining to the workplace and to facility management in general

Technology and Systems Management:

• Support implementation and deployment of new software in alignment with the corporate direction
• Provide subject matter expertise for new software systems including enterprise asset management systems (EAM) and other workplace management systems (Archibus), Autocad, BAS systems, Sharepoint, Microsoft Office Calendars and other applications both on-premises and cloud-based applications
• Responsible for database administration functions including data quality and other data management functions
• Report regularly on metrics for the Facility Services Centre as well as provide various types of analytical required by the Division. Liaise with corporate IT on projects that improve and enhance business processes related to facility management. Participate on IT committees as required to advocate on behalf of Facilities and pursue advancements that benefit facilities management interests.
• Oversee the provision and support of other software applications
• Participate in committees and/or groups related to technology and other support services as may be required.

Supervise Facility Service Centre Operations:

• Oversee the day-to-day operations of the Facility Services Centre including ensuring excellent customer service in the following areas:
• work-Order lifecycle management -dispatching/close-out and customer follow-up
• working collaboratively with the Supervisors and other team members to assist and facilitate the dispatching of work internally, to external vendors as well as tracking and monitoring work order life cycle to completion
• participate in service contract management and administration with procurement team
• booking boardrooms, City Hall forecourt and other public use spaces, creating utilization reports for boardroom bookings including overseeing the coordination and approval process
• facilitating small move management
• tracking and monitoring service level standards and report accordingly
• scheduling work in accordance with Standard Operating Procedures (SOP)s, preparing and maintaining SOPs
• supervise the building automated systems control team and manage upgrades, new technologies and including budgeting and long-term life cycle planning
• work collaboratively with the City's Centralized Call Centre to ensure information is shared between both departments and act as subject matter expert in providing information
• Overseeing of administrative tasks including preparing boardroom booking reports, KPI reports, adhoc reports, fixing mobile phone issues related to in the field operations applications, order technology related systems as required.

Quality Assurance:

• Ensure all assigned KPIs targets are met for the assigned area of responsibility
• Assist with the continual improvement of process and performance through the design and implementation of various initiatives
• implementation of Quality Management procedures and protocols including performance standards related to facility management
• Responsible for developing project-based work plans and managing associated projects. Meet and report on measurable objectives for both personal and team performance
• Responsible for the performance management of full and part time staff including motivation and supervision, interviewing, hiring orientation, training, disciplining, performance reviews and confidential matters
• Ensure timely completion of all administrative functions and reporting relating to labour management in accordance with existing policies, procedures and collective agreements
• Implement a quality service approach within the Facility Service Centre to ensure the highest level of customer satisfaction. Acts as mentor to staff by providing ongoing coaching, team building and direction to ensure that service quality levels are met
• Provide after hours or peak period backup in the event of major problems and acts as primary contact in problem situations
• Interprets and ensures compliance with applicable legislation relating to facility management and labour management including Occupational Health & Safety Act, W.H.I.M.I.S., applicable Provincial/Federal Act/Standards and Union Agreements.
• Responsible for Operating and Capital Budgets. Manages expenditures to meet budget targets.

Performs other duties as assigned which are directly related to the major responsibilities of the job with minimal supervision and direction.

Qualifications:

1. University or College education in computer science, computer software or facility technologies combined with facility maintenance/management experience or other equivalent combination of education and experience.
2. Considerable experience with configuration of facility management software, preferably ARCHIBUS, Enterprise Asset Management Systems (EAM) or other Integrated Workplace Management Systems is required. Experience with software deployments is preferred and database management/ administration experience is required.
3. Experience with building automated systems (BAS) is preferred including managing various types of BAS software systems. Practical knowledge in optimizing building environmental controls to ensure optimal energy consumption and minimal climate impacts.
4. Extensive experience with managing multi-disciplinary staff including motivation and supervision, interviewing, hiring, orientation, training, scheduling, disciplining, performance evaluations, and confidential matters is preferred.
5. Demonstrates analytical skills including producing standard and customized reports.
6. Innovative thinker with strong problem-solving skills with strong focus on providing excellent customer service and continuous improvement.
7. Good decision making and organizational skills, ability to prioritize work and delegate.
8. Excellent interpersonal and communication skills with the ability to deal diplomatically at all levels.
9. Ability to interpret legislation applicable to facility management and municipal services.
10. Proficiency in Windows and Microsoft Office applications.
11. Experience/knowledge of other corporate software packages including, PeopleSoft, HR systems and an aptitude to learn and work with new technologies.

This position requires a valid Class "G" driver's licence and proof thereof is required after hire.

Salary Grade 5

Hours: 35 per week

Disclaimer: Be advised that Human Resources frequently audits resumes of internal/external applicants to ensure/validate information provided is consistent and trustworthy. Falsification of information provided at any time throughout the recruitment process may be grounds for disqualification, and for internal applicants, subject to discipline up to and including termination.

Terms: The City is an equal opportunity employer that is committed to inclusive, barrier-free recruitment and selection processes. Consistent with our Values and Corporate Culture Pillars, the City of Hamilton is committed to providing equitable treatment to all with respect to barrier-free employment and accommodation without discrimination. The City will provide accommodation for applicants in all aspects of the hiring process, up to the point of undue