Staff - Non Union
M&P - AAPS
AAPS Salaried - Administration, Level A
Team Lead, Support Services
Staff Engagement & Customer Relations | Customer Services & Informatics | Facilities
$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.
June 13, 2026
Note: Applications will be accepted until 11:59 PM on the Posting End Date.
Job End Date
Ongoing
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 the role.
Consequence of Error/Judgement
The Team Lead, Support Services requires excellent people and customer service skills and the ability to exercise extensive good judgment regarding how staff members are deployed most effectively as individuals and as a team. Task-management skills are required to ensure jobs are carried out efficiently, accurately, and in a timely fashion to meet critical targets. Prioritization, good judgment, and confidentiality are key elements. The individual will have considerable autonomy and authority in making day-to-day decisions. Inappropriate judgment can lead to negative labour relations outcomes and reduced efficiency.
Supervision Received
Works autonomously and within broad objectives under the direction of the Manager, Customer Services.
Supervision Given
Manages service centre coordinators and is responsible for hiring, discipline, evaluation and termination.
Minimum Qualifications
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
Preferred Qualifications
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.
