Technical Supervisor

Requisition ID: 44665

Company: Vancouver Public Library is a place where learning, joy, community, and recreation (see also: fun) come together. This is where we introduce people to the books and information that could change their lives and where everyone is truly welcome.

We are the third largest public library system in Canada, with more than 800 staff members offering services at 21 locations across the city. We lend over 5 million items per year to our community, including books, streaming content, musical instruments, and more. Nearly 200,000 people attend our programs and events to learn, be inspired, and connect with others around important ideas.

We are looking for positive people with excellent customer service skills, who can confidently and respectfully deliver library services to our incredibly diverse communities.  We are constantly evolving to meet the changing needs of the public; being adaptable and open to learning will help you as you start your career with VPL.

Does this sound like you?  This innovative, inclusive, and rewarding workplace could be the next step in your career journey, so reach out to us today.

Worksite:  Information Technology Systems

Job Summary: Reporting to the Manager, Desktop Services and Help Centre, the incumbent is responsible for the desktop support and help centre aspect of the Information Technology Systems department, including operation of the Help Centre and Desktop Support through supervision, planning, and organization of staff and projects. Responsible for providing leadership to Desktop Support and Help Centre staff in contributing to the success of the Library as a whole. The Technical Supervisor is responsible for meeting key departmental metrics, including service response time, SLA breach procedures, remote service handling, work schedules, and staff dispatch for field work.

The Technical Supervisor sets team operations and provides staff management for team of technical resources including work plan, staff development and coaching, standard procedures and documentation; demonstrates and sets expectations for the conduct of staff that adhere to the library’s policies and procedures in accordance with the Library’s vision, mission and values  The Technical Supervisor acts as a project leader or technical resource on assigned projects setting work priorities, objectives and scope, and delivering desktop services to support project. The role provides advice and assistance to clients and seniors staff regarding enhancement and functionality of desktop technologies.

Job Requirements:

Education/Qualifications:

• Completion of post-secondary education with an emphasis on technology and certifications in technologies related to the work

• Driver's Licence for the Province of British Columbia

Experience:

• Minimum two years of experience in working in a supervisory role

Knowledge, Skills and Abilities:

• Considerable knowledge of computer hardware and Microsoft Windows based environments including: Microsoft Office Suites, Windows Operating Systems (desktop and server)
• Extensive working knowledge of wide and local area networks, network and computer peripherals, telecommunications equipment, and other related systems
• Considerable knowledge of the practices and procedures used in the installation and operation of computer equipment and software applications as related to the work performed
• Considerable knowledge with the use of knowledge bases and search engines
• Thorough knowledge of current trends and industry best practices in library technology and areas of responsibility
• The ability to effectively use current technologies, acquire new technological skills, and resolve problems in a resourceful and timely manner
• Understanding of library services, collections, technologies and resources
• Understanding of the organization, its structure and roles, and strategic priorities
• Experience in technology research and making recommendations for products
• Ability to enforce rules and policies with calmness, firmness and fairness
• Ability to provide feedback, coach, and mentor others
• Ability to plan, assign, supervise work of technical staff
• Ability to learn and retain a working knowledge of roles and responsibilities of other technology groups in Information Technology Services
• Excellent interpersonal, oral, written and presentation/facilitation skills with ability to communicate at all levels within the organization
• Ability to work on multiple projects with changing priorities, strong analytical and problem-solving ability knowledge of current trends in enterprise desktop support and familiarity with the project management process
• Strong ability to condense large amounts of information into readable, understandable written and/or typed details
• Ability to troubleshoot, document, analyze and resolve a variety of technical software and network related problems
• Ability to provide assistance to clients regarding applications and use of equipment and to provide instruction and informal training as required
• Ability to make decisions within established guidelines or precedents
• Ability to identify trends and notify superiors, and act quickly in an emergency, if required
• Ability to work independently while interacting in a team environment
• Ability to establish and maintain effective working relationships with internal and external contacts and effectively meet client requirements
• Excellent customer service skills
• Able to adhere to predetermined service level agreements
• Ability to test and evaluate application software and hardware and make recommendations regarding acquisition, use of products and standard configurations.

Affiliation: CUPE 391
Employment Type: Regular Full-Time
Salary: $49.65 to $58.66 per hour 
Work Schedule: 

Monday - Friday 8:30am - 4:30pm, Earned Day Off Monday Week 2

Note: Work schedules may change with reasonable notice

Closing date: Monday, September 15th, 2025, at 11:59pm

As VPL is responsible for the well-being of its patrons including vulnerable sector patrons, a Police Information Check clearance is a condition of employment. Please refer to our policy for further information. Personal information collected is used in accordance with the BC Freedom of Information and Protection of Privacy Act.

Representing the community we serve is a priority at VPL. We are always seeking ways to support equity, diversity and inclusion in our work, and we encourage applicants from diverse backgrounds and identities to apply. Should you require an accommodation during the selection process, please provide details to the hiring committee if you are shortlisted.

 As part of a City of Reconciliation, we seek to reflect and celebrate Indigenous cultures, language and history, particularly those of the Musqueam, Squamish and Tsleil-Waututh people.

While the Library thanks you in advance, only those candidates being considered will be contacted.