Team Lead, Support Services

University of British Columbia • Vancouver, BC

1d • CA$5,791 - CA$8,323 • Hybrid

About The Position

The Team Lead, Support Services, is responsible for the day-to-day operation of the Facilities Service Centre and for training and enablement initiatives that support consistent understanding and application of Facilities systems, procedures, and service levels and standards. Reporting to the Manager, Customer Services, this role provides leadership to the Facilities Service Centre, coordinates training delivery across Facilities, supports the development of accessible learning materials, and monitors training completion and compliance. The Team Lead plays a critical role in strengthening service consistency, staff capability, and customer experience across Facilities.

Requirements

• Undergraduate degree in a relevant discipline.
• Minimum of two years of related experience, or the equivalent combination of education and experience.
• Willingness to respect diverse perspectives, including perspectives in conflict with one’s own.
• Demonstrates a commitment to enhancing one’s own awareness, knowledge, and skills related to equity, diversity, and inclusion.

Nice To Haves

• Minimum three years of related experience in customer service operations, training, or service delivery environments.
• Demonstrated experience leading frontline teams or coordinating operational workflows.
• Experience delivering training or learning programs in a complex organization.
• Experience with enterprise systems such as Planon, Workday, or similar platforms.
• Strong process improvement, documentation, and facilitation skills.
• Experience in a unionized and/or post-secondary environment is an asset.
• Strong customer service orientation with the ability to manage complex or escalated issues.
• Excellent communication, facilitation and training delivery skills.
• Ability to organize, prioritize, and manage multiple demands in a high-volume environment.
• Strong attention to detail and commitment to consistency and quality.
• Demonstrated commitment to equity, diversity, and inclusion.

Responsibilities

• Leads the daily operations of the Facilities Service Centre, ensuring timely, accurate, and customer-focused service delivery.
• Oversees workflow management, scheduling, and resource allocation to meet service demand and peak periods.
• Provides guidance on complex building and land-related inquiries and escalated issues, ensuring appropriate resolution and documentation.
• Monitors service metrics, error trends, and customer feedback; recommends and implements process improvements.
• Ensures consistent application of service standards, procedures, and systems across the Service Centre.
• Provides day-to-day leadership, coaching, and support to Service Centre staff.
• Conducts performance conversations, onboarding, and career development planning in collaboration with the Manager, Customer Services.
• Contributes to a respectful, inclusive, and high-performing team environment.
• Works closely with the Operations/Project Manager – Change Management to support, coordinate, and deliver training programs across Facilities to ensure consistent understanding and application of: EMMS and related systems, Customer experience and service standards, Bullying & harassment policies, Expression of Interest (EOI) processes, Facilities onboarding programs, Other required compliance or operational training.
• Updates and maintains engaging, accessible training materials (e.g., guides, job aids, e-learning modules).
• Manages onboarding training for new Facilities staff, ensuring a consistent and positive introduction to systems, processes, and service expectations.
• Delivers training to all Facilities staff members, as well as UBC Security, on Facilities after-hours call handling procedures.
• Ensures training completion, compliance requirements, and associated key performance indicators; follows up with managers and staff as needed and escalates risks or gaps to Operations/Project Manager – Change Management.
• Maintains training records and reporting to support audits, compliance, and continuous improvement.
• Identifies gaps in knowledge, skills, or process adherence and recommends targeted training or process enhancements.
• Participates in Facilities and University committees, working groups, and projects as required.
• Prepares reports and supports special projects related to service delivery and training.
• Performs other related duties consistent with the scope of the role.

Benefits

• The Compensation Range is the span between the minimum and maximum base salary for a position.
• The midpoint of the range is approximately halfway between the minimum and the maximum and represents an employee that possesses full job knowledge, qualifications and experience for the position.
• In the normal course, employees will be hired, transferred or promoted between the minimum and midpoint of the salary range for a job.

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level