Manager, Client Services

About Us The Faculty of Arts & Science is the heart of Canada’s leading university and one of the most comprehensive and diverse academic divisions in the world. The strength of Arts & Science derives from our combined teaching and research excellence in the humanities, sciences and social sciences across 29 departments, seven colleges and 46 interdisciplinary centres, institutes and programs. We can only realize our mission with the dedication and excellence of engaged staff and faculty. The diversity of opportunities and perspectives within the Faculty reflect the local and global landscape and the need for curiosity, innovative thinking and collaboration. At Arts & Science, we take pride in our legacy of innovation and discovery that has changed the way we think about the world. The Faculty’s divisional IT team, Information & Instructional Technology (IIT) and local, departmental IT teams are a crucial source of support for faculty teaching, research and administrative operations. IIT works closely and collaboratively with institutional teams as well as local IT teams to champion and support technology initiatives as well as provide some key division wide IT services. In addition, IIT supports the technology needs for numerous departments, centres, schools and institutes including day-to-day computing, infrastructure, public web services, application development and product delivery services. We are a well-respected, service-oriented team that aims to deliver timely support and quality work, imperative for the smooth operation of our faculty. Description Under the general direction of the Director, IT Infrastructure, Public Web Services & Operations, the Manager, Client Services leads a service focused IT support team, providing exemplary leadership to technically savvy IT professionals who are cognizant of the essential, confidential, complex and often time-sensitive work of supported clients and units. The Manager is also responsible for inspiring, championing and implementing modern and secure end user technology solutions and operations, including collaborative/AV technology in labs and shared spaces, as well as IT Service Management tools, analytics and service models. The Manager collaborates with both local and institutional IT teams and business leaders to drive sustainable service delivery and proactively guides optimal, security focused solutions with technical, process, project, team and people focused expertise. Education University degree in Computer Science, Engineering, or a related field, or an acceptable equivalent combination of education and experience. A master’s degree in a relevant discipline is an asset. Relevant industry certifications, such as ITIL, Help Desk Manager, Microsoft Certified (Modern Desktop; Endpoint Administrator), CompTIA, CISSP, and/or PMP are strong assets. Experience A minimum of six (6) years of hands‑on work experience in end‑user technology systems, with at least five (5) years of experience in management or senior team lead capacity, preferably in a unionized environment and with exposure to large, multi‑unit and complex support organizations. Technologies may include Windows, macOS, iOS and Android device management; endpoint configuration, imaging and deployment expertise such as SCCM, Intune and JAMF; identity, Azure AD / Entra ID and access management and Microsoft 365 end user services. Proven expertise in the design, deployment and support of AV/VC technology for collaboration (including room system platforms, AV system design, control systems and remote monitoring and incident response modelling) as well as solid vendor management. Extensive experience with client service, day‑to‑day team operations and technical leadership of mature support teams with proven results in SLA and KPI formation and management as well as IT Service Management implementation and normalization (Incident, Request, Problem and Change). Project management experience is essential. Expert experience with the development and implementation of Knowledge Management and training programs for IT support teams as well as well‑received client facing materials and approaches. Skills Strong interpersonal and communication skills are required; an ability to solve problems quickly and independently is required. Excellent communication skills, both verbal and written are required. Ability to successfully manage relationships with peers, clients, leaders and vendors. Ability to exercise judgment, tact, discretion, initiative and determination. Independent decision‑making capability and proactive problem‑solving skills. Superior organizational skills in planning and project management. Thorough and proven knowledge of end user technology with support, security and operations presence. Demonstrated continuous improvement mindset with influential leadership skills. Other Extraordinary attention to detail is essential. Superior organizational and leadership abilities, judgment, and tact. Ability to work well with all levels of academic and administrative staff. High degree of initiative. Exemplary documentation and presentation skills. Note This role is not currently eligible for a hybrid work arrangement, pursuant to University policies and guidelines, including but not limited to the University of Toronto’s Alternative Work Arrangements Guideline Diversity Statement The University of Toronto embraces Diversity and is building a culture of belonging that increases our capacity to effectively address and serve the interests of our global community. We strongly encourage applications from Indigenous Peoples, Black and racialized persons, women, persons with disabilities, and people of diverse sexual and gender identities. We value applicants who have demonstrated a commitment to equity, diversity and inclusion and recognize that diverse perspectives, experiences, and expertise are essential to strengthening our academic mission. As part of your application, you will be asked to complete a brief Diversity Survey. This survey is voluntary. Any information directly related to you is confidential and cannot be accessed by search committees or human resources staff. Results will be aggregated for institutional planning purposes. For more information, please see http://uoft.me/UP. Accessibility Statement The University strives to be an equitable and inclusive community, and proactively seeks to increase diversity among its community members. Our values regarding equity and diversity are linked with our unwavering commitment to excellence in the pursuit of our academic mission. The University is committed to the principles of the Accessibility for Ontarians with Disabilities Act (AODA). As such, we strive to make our recruitment, assessment and selection processes as accessible as possible and provide accommodations as required for applicants with disabilities. If you require any accommodations at any point during the application and hiring process, please contact uoft.careers@utoronto.ca. #J-18808-Ljbffr