Service and Technology Delivery Lead

3 weeks ago

Toronto, Canada University of Toronto Full time

**Date Posted**:07/06/2023
**Req ID**: 32556
**Faculty/Division**: Faculty of Arts & Science
**Department**: Information and Instructional Technology
**Campus**: St. George (Downtown Toronto)
**Position Numbers**:00046607, 00046608

**Description**:
**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 and Instructional Technology (IIT) is a crucial source of support for teaching, research, and administrative operations. We are a high volume, collaborative, service focused team, supporting the day-to-day IT needs for numerous Faculty units and work with local, departmental IT teams as well as institutional IT partners to deliver and support technology initiatives which have included Microsoft 365 services including SharePoint, Multi Factor Authentication, Learning Management Engine and VoIP. Core functions include Infrastructure-Server/Networking & Data Centre, Client Services Teaching Technology and End User Technology Support, Product & Delivery Services and Applications & Development.

**Your opportunity**:
Our great team of Service and Technology Delivery Leads ensures sound end user and collaborative technology deployment and IT service operations through the planning, implementation and supportability of various key Faculty of Arts and Science (FAS) and University-wide initiatives and projects. Our Leads work under the general direction of the Senior Manager, Client Services and also take direction from other IIT Managers to work on numerous diverse initiatives that serve the needs of our staff, faculty/instructors and researchers, including shared technology solutions.

IIT Leads will work as a team and focus on primary technology areas of expertise but also support other technical areas for purpose of skill development, cross training, technical modernization and team coverage. Technology focus areas include security focused, sustainable modernization paths for secure end user computing including endpoint engineering, collaborative technology including Microsoft 365 services and educational technology, audio and visual systems support, IT service management maturity, business analytics and more. The incumbent will also oversee production, resolve complex issues and major incidents and provide exemplary hands-on technical support as well as team leadership, team building, support and training.

**Your responsibilities will include**:

- With a project management approach, drive technology progression through proactive and continuous learning, research, releases and deployment management.
- Provide exemplary and sustainable “VIP” support.
- Deliver IT service operations maturity including business analytics, change management, vendor andpartner management, training, incident and root cause management and knowledge management.
- Demonstrate exemplary and proactive security and vulnerability management. Demonstrate expert support and knowledge for all end user and shared technologies such as phones, printers, computing devices, storage devices, docking station solutions for shared workspaces etc.
- Guide, direct, motivate and mentor IIT teams and provide day to day technical guidance and support. Advise on and create efficiencies and improvements for business processes and productivity.
- Provide back-up support to IIT peers based on various business needs and priorities.
- Oversee diverse projects including collaborative technology initiatives in IIT supported spaces/buildings. Ensure increased knowledge of all technology areas through ongoing learning and training.

**Essential Qualifications**:

- Bachelor’s degree in Information Science, Information Technology, Computer Science, or an acceptable equivalent combination of education and experience. Minimum five (5) years of recent and related experience in a large, multi-unit and complex IT environment overseeing Tier 2/3 support and technical teams as well as three (3) years of experience providing direct leadership to technical staff. Preference will be given to those who have proven experience with endpoint engineering and device management in a complex and documented environment.
- ITIIL v3 Foundation Certification, PMP, CISSP, CCNA, MCSE certifications preferr

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