Manager - Onsite Technology Support Team

2 months ago

London, Canada Western University Full time

**Classification & Regular Hours**:
Hours per Week: 35

Salary Grade: 17

**About Western**:
Since 1878, Western University has been committed to serving our communities through the pursuit of academic excellence and by providing students, faculty, and community members with life-long opportunities for intellectual, social, and cultural growth. We seek excellent students, faculty, and staff to join us in what has become known as the "Western Experience" - an opportunity to contribute to a better world through the development of new knowledge, new abilities, new connections, and new ways to make a difference.

**About Us**:
The Department of Western Technology Services (WTS) is a central source committed to providing high-quality, cost-effective technology solutions and services to the campus community in support of the teaching and research missions of the University. WTS works collaboratively with other IT groups within Western’s faculties and support units to leverage central supported technology solutions and services where appropriate.

The WTS Onsite Technology Support Team is responsible for providing a broad range of 1st and 2nd level technical support to Western Faculties and Support Units.

**Responsibilities**:
The Manager of the Onsite Technology Support Team manages, mentors, and guides a team of 11 technology support specialists accountable for the configuration, support and maintenance of assigned unit’s (the client) network of workstations and other devices, installation of software needed by the client, and ensuring appropriate security, backup and recovery procedures are implemented. The Manager works to enhance and develop opportunities for the team to find optimal solutions to address client needs, and to improve productivity within the client’s department. The Manager is responsible for all functions involved in leading skilled and knowledgeable technology experts including recruiting, assessing performance, setting individual and team goals, managing conflict, effecting communication, and promoting team collaboration. The Manager acts as a liaison between the clients and WTS to ensure effective and timely communication, and to ensure that appropriate WTS resources are solicited to assist with the client’s technology needs. The Manager also oversees project work, technologies, and services as assigned by the Director of Client Services. The Manager participates in and contributes to unit strategic planning and department annual budget submissions.

**Qualifications**:

- Education:
- University Degree in an Information Technology field or College Diploma in Computer Systems Technology with relevant experience
- Certification in one of the following disciplines: ITSM, ITIL, Leadership preferred
- Experience:
- 10 years’ experience supporting computer technology
- 2 years’ experience in a supervisory role
- 10 years’ experience supporting computer technology in a higher education environment preferred
- 5 years’ experience in a supervisory role preferred
- Knowledge, Skills & Abilities:
- Proven ability to effectively manage all resources for day to day operations and project completion, to manage multiple projects, people and schedules within an academic context
- Ability to establish effective routines for excellent communication with all members of the team to maximize productivity
- Excellent oral and written communication skills, with the ability to convey information of a highly technical or complex nature to non-technical audience
- Develops self-awareness by realistically assessing one’s strengths and weaknesses and their impacts on others relative to the requirements of current work assignment.
- Demonstrated commitment to ongoing learning and professional development
- Ability to develop innovative customer service initiatives which improve quality and enhances customer satisfaction
- Initiative to seek out new challenges that require risk taking.
- Strong client focus and a desire to achieve results is essential
- Integrate new information and draw conclusions from it
- Willingness to make well thought out, effective decisions based on skills and experience in high stress situation
- Strong understanding of staff management with an ability to develop a strong team coupled with an ability to work effectively as a member of the WTS leadership team
- Effective leadership, supervision and mentoring of staff in day-to-day operations and project work
- Ability to coach and mentor team members to achieve high-quality outcomes
- Exceptional organizational skills, including managing multiple competing priorities
- Demonstrated ability to prepare and make presentations to large groups of colleagues
- Proactively anticipates and prevents problems.
- Ability to lead an effective meeting
- A well-defined sense of diplomacy, including solid negotiation, conflict resolution and people management skills
- Establishes a higher standard of performance excellence in key areas of

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