Manager, IT Services

4 months ago


Calgary, Canada Alberta University of the Arts Full time

Do you believe in the power of ideas, possibility, and in building community?
Alberta University of the Arts (AUArts) is looking for a Manager, IT Services who will lead the technical service team within a service leadership model.
The Alberta University of the Arts is one of only four major art, craft and design focused Universities in Canada. Our internationally recognized programs and state-of-the-art facilities offer our 1,100 students a hands-on, studio-based education that leads to a Bachelor of Fine Arts, a Bachelor of Design, and an MFA in Craft Media. AUArts has deep roots in Calgary’s creative community and our alumni have had an impact on creativity around the world. Alberta University of the Arts will be celebrating its centennial in 2026.
This is a full-time permanent position starting as soon as possible. Hours of work are 35 hours per week, 7 hours per day.
Why AUArts?
AUArts is a community of thinkers, shapers, makers, and risk takers. We are students, faculty, staff, and alumni rich in diversity of culture and thought, challenged to fearlessly explore what moves us, drives us, and implores us to see the world differently.
Alberta University of the Arts (AUArts) is situated on the ancestral land of the Siksikaitsitapi - Blackfoot Confederacy which includes the Siksika, Kainai, Piikani Nations and the shared territories of the Tsuut’ina Nation as well as the Iyarhe Nakoda-Stoney which includes Bearspaw, Chiniki, Good Stoney Nations and also the home of the Métis Nation of District 5 and 6. The City of Calgary has long been called Moh’kins’tsis by the Siksikaitsitapi, Guts’ists’i by the Tsuut’ina, and Wîchîspa by the Nakoda.
The Opportunity
Competition #2425-SE-MP-08
Reporting to the Chief Information Officer, the Manager, IT Services, leads the development and implementation of short
- and long-term goals for technical service supports within a service leadership model that facilitates the AUArts’ mission, mandate, vision, values, and goals. This includes leading the service desk and technical support teams to ensure timely, effective response to IT-related issues and inquiries as well as vendor and contract management to supplement and enhance technical services reach its organizational goals and objectives in an efficient, cost-effective manner.
This position leads a team of permanent technical staff with a focus on computing, media arts, digital media, audio and visual supports and oversees vendor and contract relationships and associated project work.
As a member of the leadership team, the incumbent is responsible for integrating and enhancing equity, diversity, inclusion and belonging within the team while coaching, developing, mentoring, and supporting members to facilitate positive contributions among IT Services, other staff, students, and the broader university environment.
**Key Responsibilities**:
Leadership & Daily Operations
- Manage the service desk and technical support teams to optimize support services across the organization within a service leadership model.
- Address team dynamics, manage personnel issues, and foster a productive work environment.
- Monitor and refine safe practices of daily operations regarding such as equipment movement and installations.
- Oversee seasonal, recurring projects (e.g., renovations, asset management, evergreening).

Financial and Contractual Oversight
- Assuming responsibility for the IT department's strategic financial management, including budgeting, financial planning, and contract management.
- Evaluating contractor performance against contracts, ensuring accountability, and identifying opportunities for improvement or cost reduction.
- Managing all procurement for software, hardware, and services for the IT department.

Vendor and Contractor Relationship Management
- Oversee relationships with contractors and service providers to ensure alignment with the organization's objectives and efficient service delivery.
- Manage financial aspects related to IT service contracts, such as reviewing invoices and managing budgets for cost-effectiveness for day-to-day operations.

Service Desk and Technical Support Enhancement
- Improving the capabilities of the service desk and technical support teams by potentially redistributing tasks or identifying and filling capability gaps.
- Elevating service standards and ensuring timely and effective responses to IT-related inquiries and issues with the goal of enhancing end user satisfaction.
- Develop cross-training opportunities to enhance service, skill development, and mitigate gaps.

Communication and Representation
- Representing the IT department within the broader organization, facilitating effective communication between IT, other departments, and external partners.
- Actively engaging with departmental needs within a service leadership model to enhance end user satisfaction and align to organizational goals.
- Communicating IT's achievements and strategic value to stakeholde


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