IT Service Manager

4 weeks ago

Ancaster, Canada Redeemer University Full time

_Please read the Job Description Carefully at the below Link._

**The Position**
- The IT Service Manager is a 100%FTE role_

**Responsibilities**
- **Software Management**: Oversee installation, configuration, troubleshooting, and updates of key software including Colleague, Informer, MS SQL, Self Service, Ethos, and Discovery in alignment with IT Service Level Agreements.
- **Collaborative Workflow**: Liaise with the Director of IT and external vendors to ensure IT tasks are executed promptly and effectively.
- **Strategic Planning**: Contribute to long-term IT strategic planning, focusing on data management and usage at Redeemer.
- **Work Planning**: Develop and maintain detailed work plans and objectives for IT responsibilities that sync with the broader IT Strategic Plan.
- **Solution Implementation**: Advise on and implement industry-standard IT solutions, following best practices and aligning with university interests.
- **Support and Backup**: Provide secondary support for problem resolution related to assigned hardware and software, including but not limited to Colleague, VOIP systems, and teleconferencing equipment.
- **Service Improvement**: Propose and collaborate on initiatives to enhance the IT department's service quality for the university community.
- **Data Continuity**: Guarantee data continuity and availability through effective backup schedules, capacity monitoring, and development of continuity of operations plans (COOP) for data.
- **Data Storage Management**: Manage and advise on data storage needs, locations, and technology implementations.
- **Data Architecture Development**: Craft and maintain an enterprise data architecture, detailing all facets of enterprise data at Redeemer.
- **Data Quality Assurance**: Establish and manage processes to ensure data integrity, reliability, and consistency in collaboration with data owners.
- **Project Management**: Handle assigned IT projects, adhering to a defined project management methodology.
- **Business Analysis**: Employ business analysis techniques to understand departmental IT needs, developing use cases, documenting requirements, and conducting gap analyses.

**Preferred Skills and Attributes**
- The presence of COMP TIA certifications, and at least 5 years of technical support experience, would be highly valuable.
- The ability to analyze issues logically and solve problems efficiently is crucial, as stated in the job knowledge section.
- Clear, effective communication, both written and verbal, is critical for interacting with various stakeholders and resolving IT issues, as highlighted in the communication section.
- Effective project management skills, including organization, delegation, and timeline management, are necessary, as described in the job knowledge.
- High-level interpersonal skills are needed for successful project management and business analysis, especially when working with diverse personalities, as detailed in the complexity section.
- The ability to perform under stress and remain focused during critical incidents, as described in both the complexity and mental demand sections.
- Willingness to work outside normal business hours and adapt to various demands, as outlined in the physical and mental stress sections.
- Autonomy and the ability to make informed decisions quickly are necessary for managing technology-related issues and steering projects, as mentioned in the decision-making section.
- As part of their responsibility for resources, the IT Services Manager must also be able to educate others and possess creativity in teaching various processes.

**Education, Training & Certifications**
- 2-Year College Certificate for Computer Systems Technician or equivalent required.
- 5+ years previous experience in technical support required. Industry standard certifications from COMPTIA desired

**Other Requirements**
- Understanding of Redeemer University (mission, values, and Reformed Christian identity)

**The Application Process**

**Job Types**: Full-time, Permanent

**Benefits**:

- Dental care
- Employee assistance program
- Extended health care
- On-site gym
- On-site parking
- Paid time off

Schedule:

- Day shift
- Monday to Friday

Ability to Commute:

- Ancaster, ON (required)

Work Location: Hybrid remote in Ancaster, ON

Expected start date: 2024-05-01

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