Team Lead, Support Services

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Staff - Non Union Job Category M&P - AAPS Job Profile AAPS Salaried - Administration, Level A Job Title Team Lead, Support Services Department Staff Engagement & Customer Relations | Customer Services & Informatics | Facilities Compensation Range $5,791.00 - $8,323.42 CAD Monthly 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. Posting End Date June 13, 2026 Note: Applications will be accepted until 11:59 PM on the Posting End Date. Job End Date Ongoing **Please note: This role requires flexibility in working hours, including availability to work evenings and weekends as operational needs dictate. The incumbent is also expected to maintain a minimum on-site presence of four (4) days per week. At UBC, we believe that attracting and sustaining a diverse workforce is key to the successful pursuit of excellence in research, innovation, and learning for all faculty, staff, and students. Our commitment to employment equity helps achieve inclusion and fairness, brings rich diversity to UBC as a workplace, and creates the necessary conditions for a rewarding career. Job Summary 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. Organizational Status Reports to the Manager, Customer Services. Works closely with Facilities departments, HR, Safety & Risk Services, and Customer Services & Informatics partners. Supervises 4 Service Centre staff and provides functional leadership to staff participating in Facilities-wide training initiatives. Work Performed Service Centre Operations 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. People Leadership 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. Training and Enablement (Facilities-wide) 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 Compliance and Continuous Improvement 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. General 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

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