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Technical Services Manager

5 months ago

Regina, Canada Regina Catholic School Division Full time

Regina Catholic School Division
- Position Description_

**Position Title ** Technical Services Manager

**Reports to **CIO, Superintendent Education Services

**Pay Level** Pay Level 8A

**Employment Term **12 Month

**Revision Date **January 30, 2023

In a Catholic environment that fosters collegiality and supports continuous learning, the Technical Services Manager reports to the
CIO, with responsibility for the smooth operation of IT services in a hands-on and supervisory capacity, overseeing the service desk work flows and functions.

The Technical Services Manager’s role is to oversee all Service Desk staff and ensure that end users are receiving the appropriate assistance which includes the responsibility of overseeing all procedures related to identification, prioritization and resolution of incidents, including the monitoring, tracking and coordination of Service Desk functions. The Technical Services Manager is also responsible for planning, designing and analyzing the organization’s service desk according to best practices, while ensuring high levels of customer service quality and availability and will develop, implement and oversee policies and procedures to ensure consistent service levels and quick resolutions. The Technical Services Manager is also responsible for service process design, performance analysis and developing proactive resolution plans.

**Required Duties and Responsibilities**:
Without restricting the generality of the above-stated basic function, the Technical Services Manager shall perform such duties and responsibilities as may be assigned including but not restricted to the following:
**Catholic Distinctiveness** **Ensure Catholicism is evident in her/his work both within and outside of the division**
- Be knowledgeable and supportive of Regina Catholic Schools’ policies and expectations
- Permeate our Catholic faith in his/her area
- Foster Christ-like behavior
- Treat all stakeholders as valued people of God. Is fair and understanding, developing relationships to help move people forward
- When applicable attend and participate in faith building activities
- Conduct oneself in a Christian manner appropriate to an educational institution
- Complete a yearly Catholic Formation goal in the Committed to Professional Growth document

**Primary Duties **Operational Management
- Oversee and enforce request handling and escalation policies and procedures.
- Supervise staff
- Track and analyze trends in Service Desk requests and generate statistical reports.
- Assess need for any system reconfigurations (minor or significant) based on request

trends and configure and implement solutions
- Identify and recommend end user training to increase computer literacy and self
- sufficiency
- Oversee development and communication of knowledge base articles, usage guides

and FAQs for end users
- Lead asset management, including maintenance of component inventory and related documentation and technical specifications information
- Attend training seminars, conferences and trade shows to broaden knowledge of

current and future Service Desk issues and technologies
- Oversee the development, implementation and administration of Service Desk staff

training procedures and policies
- Train, coach and mentor Service Desk Technicians and other junior staff
- Contribute to escalated problem resolution by giving in-person, hands-on support to end users when necessary
- Active member of the Change Request Committee (CRC) meetings.
- Track and maintain copies of software licenses, warranties, maintenance agreements and vendor contracts

Strategy and Planning
- Oversee Service Level Agreements (SLAs) to establish problem resolution expectations and timeframes
- Oversee policies and procedures that outline how problems are identified, documented,

assigned and corrected

Regina Catholic School Division
- Position Description_

**Primary Duties ** **Analyze performance of Service Desk activities and documented resolutions, identify**

**Continued **problem areas, and devise and deliver solutions to enhance quality of service and to prevent future problems

Acquisition and Deployment
- Conduct research on emerging products, services, protocols and standards in support of

Regina Catholic Schools technology procurement and development efforts
- Manage some financial aspects of the IT Department, including purchasing, budgeting, and budget review
- Develop requests for proposal
- Negotiate and administer vendor, outsourcer, and consultant contracts and service agreements
- Other duties as assigned by the CIO and/or Superintendent of Education Services

**Job Specifications**:
In addition to the Duties and Responsibilities, the Technical Services Manager is expected to have the following requirements:
**Confidentiality **At no time should the employee discuss publicly or release information pertaining to students and employees of the Regina Catholic School Division or any intrinsic information obtain