Manager, IT Client Services

1 month ago

Sherbrooke, Canada Raymond Chabot Ressources humaines inc. Full time

Do you have excellent interpersonal skills? Are you recognized for your leadership and customer service? This opportunity is for you Bishop’s University is looking for an experienced and bilingual Manager, IT Client Services to join their team

**You are looking for an employer offering**:
access to a comprehensive insurance program;
access to an employer-contributed pension program;
four weeks’ vacation (pro-rated) upon hire and two additional weeks during the Christmas holidays;
discounts at the sports centre and golf club for employees and their family;
tuition allowance for employees, their spouses and their dependants;
access to an Employee Assistance Program (EAP);
access to the Health Clinic on campus;
flexible 35-hour-per-week schedule.

**Your role at Bishop’s University**:
Reporting to the Director, Information Technology Services, you will be responsible for leading a team of specialists and student employees in the delivery of IT services to the Bishop’s University community. More precisely, you will be responsible to:
**Client Services Operations**:
Lead and coach a team of IT service delivery specialists, responsible for providing and supporting a broad range of end-user services to faculty, staff and students, as well as the IT Help Desk operated by student employees;
Interact with IT clients to determine the requirements for IT support and end user device services and determine appropriate service levels;
Measure actual service levels, evaluate future demand and recommend improvements where service levels are not being met (incident/problem resolution time, request fulfillment time, etc.);
Track and manage the resolution of all requests, incidents, events, and problems affecting end users, organize Level 2 support involving IT specialists and external suppliers as per the terms of negotiated service agreements;
Develop and implement Information Technology Infrastructure Library (ITIL) support processes including incident/event/problem management and request fulfillment;
Develop the replacement plan for BU-owned end user equipment considering their life cycle and the evolution of technology;
Maintain all equipment under appropriate operating conditions and perform regular preventive maintenance checks;
Identify needs for skill and competency development, evaluate performance regularly, and contribute to the hiring of new resources (permanent and contractual);
Manage the assignment of student staff within the department;
Orchestrate projects to realize new end user devices, video, IT support, multimedia, and other Client Services projects;
Envision and work with stakeholders to design and implement the next generation of learning spaces;
Work to implement enhanced digital literacy offerings through education campaigns, officially-developed programs, and new technology initiatives;
Evaluate and integrate new technologies into teaching and meeting spaces;
Implement management of mobile devices as “1stclass devices” using MDM technologies to secure and integrate these devices with enterprise resources.

**ITS Operations**:
Contribute to the elaboration of the IT service strategy;
Identify risks and threats to IT service continuity and recommend mitigation measures;
Contribute to the financial operations of ITS including budget preparation, tracking and reporting, procurement activities, account payable/receivable processing;
Develop and implement document management, collaboration and knowledge sharing solution and processes;
Contribute to the design of new (IT-involved) University services and lead the transition from project to operations from the standpoint of Client Services (documentation, training, software roll-out, hardware upgrades, etc.);
Represent ITS on University and external committees;
Other similar and related tasks as required.

**Information and Cyber Security**:
Contribute to the development of IT asset and security management policies;
Report on security incidents;
Participate in activities targeting the improvement of awareness regarding security, confidentiality and appropriate usage of the IT resources within the Bishop’s University community;
Work with specialists and external strategists to contribute to the design of cybersecurity strategy and delivery of endpoint protection.

Want to be part of the team?

**Education and experience**:
Bachelor’s Degree in an appropriate field or equivalent experience;
Minimum of five (5) years of similar/related experience;
Experience in IT support management (help desk, ITSM software);
Project management experience, PMP licence/certification considered an asset.

**Expertise**:
Strong knowledge of English and working knowledge of French;
Understanding of cybersecurity awareness training needs;
Understanding of MDM and other endpoint management technologies;
Excellent communication and interpersonal skills;
Excellent management skills and ability to lead and motivate a very technical team;
Eager to learn and implement

  • Gestionnaire du Service client

    2 weeks ago

    Sherbrooke, Canada FX Capital Management Full time

    Notre client, une clinique médicale solidement établie depuis près de 20 ans, est à la recherche d’un(e) Superviseur(e) du Service client pour joindre son équipe de gestion.En tant que Superviseur(e) du service client, vous jouerez un rôle central dans l'amélioration de l'expérience globale des patients au sein de la clinique. Chargé(e) de...

  • Ops. Customer Services Representative

    1 week ago

    Sherbrooke, Canada Gateway Services Inc Full time

    **SUMMARY**: The Operations Customer Service Representative, reporting into the Operations Care Center Manager, is responsible for a daily route, picking up deceased pets from veterinary clinics and homes, and bringing them back to our care centers for cremation. In addition, the Operations Customer Service Representative will act as an extension of the...

  • Client Service Representative 15h

    4 weeks ago

    Sherbrooke, Canada CIBC Full time

    We’re building a relationship-oriented bank for the modern world. We need talented, passionate professionals who are dedicated to doing what’s right for our clients. At CIBC, we embrace your strengths and your ambitions, so you are empowered at work. Our team members have what they need to make a meaningful impact and are truly valued for who they are...

  • Client Experience Centre Team Manager

    3 days ago

    Sherbrooke, Canada National Bank of Canada Full time

    **Primary Locations**:Sherbrooke, Quebec**: **Attendance**:Hybrid**: **Employee Status**:Regular**: **Schedule**:Full-time**: Being a Team Director at the Customer Experience Centre in Sherbrooke means continuing to build and mobilize a team of agents who are committed to effectively meeting the different needs of our customers while ensuring a superior and...

  • Food Service Manager

    2 days ago

    Sherbrooke, Canada Compass Group Full time

    You might not know our name, but you know where we are. That’s because Compass Group Canada is part of a global foodservice and support services company that’s the 6th largest employer in the world, with 625,000 employees. You’ll find us in schools, colleges, hospitals, office buildings, senior living communities, tourist attractions, sports venues,...

  • Client Advisor

    2 weeks ago

    Sherbrooke, Canada Royal Bank of Canada> Full time

    Job SummaryJob DescriptionWhat is the opportunity?As an RBC Ambassador inside our branches, you will put clients first and find solutions to their individual needs. You will champion the RBC brand and drive business by supporting new client acquisition and deepening existing relationships. If you have the self-motivation to deliver exceptional customer...

  • Client Advisor

    1 month ago

    Sherbrooke, Canada RBC - Royal Bank Part time

    Job SummaryJob DescriptionWhat is the opportunity?As an RBC Ambassador inside our branches, you will put clients first and find solutions to their individual needs. You will champion the RBC brand and drive business by supporting new client acquisition and deepening existing relationships. If you have the self-motivation to deliver exceptional customer...

  • Client Advisor

    2 weeks ago

    Sherbrooke, Canada RBC - Royal Bank Part time

    Job SummaryJob DescriptionWhat is the opportunity?As an RBC Ambassador inside our branches, you will put clients first and find solutions to their individual needs. You will champion the RBC brand and drive business by supporting new client acquisition and deepening existing relationships. If you have the self-motivation to deliver exceptional customer...

  • Superviseur(e) du Service client

    1 month ago

    Sherbrooke, Canada FX Capital Management Full time

    Notre client, une clinique médicale solidement établie depuis près de 20 ans, est à la recherche d’un(e) Superviseur(e) du Service client pour joindre son équipe de gestion.En tant que Superviseur(e) du service client, vous jouerez un rôle central dans l'amélioration de l'expérience globale des patients au sein de la clinique. Chargé(e) de...

  • Superviseur(e) du Service client

    2 weeks ago

    Sherbrooke, Canada FX Capital Management Full time

    Notre client, une clinique médicale solidement établie depuis près de 20 ans, est à la recherche d’un(e) Superviseur(e) du Service client pour joindre son équipe de gestion. En tant que Superviseur(e) du service client, vous jouerez un rôle central dans l'amélioration de l'expérience globale des pat

  • Food Service Manager

    2 days ago

    Sherbrooke, Quebec, Canada Compass Canada Full time

    You might not know our name, but you know where we are. That's because Compass Group Canada is part of a global foodservice and support services company that's the 6th largest employer in the world, with 625,000 employees. You'll find us in schools, colleges, hospitals, office buildings, senior living communities, tourist attractions, sports venues, remote...

  • Superviseur(e) du Service client

    1 month ago

    Sherbrooke, Canada FX Capital Management Full time

    Notre client, une clinique médicale solidement établie depuis près de 20 ans, est à la recherche d’un(e) Superviseur(e) du Service client pour joindre son équipe de gestion.En tant que Superviseur(e) du service client, vous jouerez un rôle central dans l'amélioration de l'expérience globale des patients au sein de la clinique. Chargé(e) de...

  • Superviseur(e) du Service client

    1 month ago

    Sherbrooke, Canada FX Capital Management Full time

    Notre client, une clinique médicale solidement établie depuis près de 20 ans, est à la recherche d’un(e) Superviseur(e) du Service client pour joindre son équipe de gestion.En tant que Superviseur(e) du service client, vous jouerez un rôle central dans l'amélioration de l'expérience globale des patients au sein de la clinique. Chargé(e) de...

  • Superviseur(e) du Service client

    1 month ago

    Sherbrooke, Canada FX Capital Management Full time

    Notre client, une clinique médicale solidement établie depuis près de 20 ans, est à la recherche d’un(e) Superviseur(e) du Service client pour joindre son équipe de gestion. En tant que Superviseur(e) du service client, vous jouerez un rôle central dans l'amélioration de l'expérience globale des patients au sein de la clinique. Chargé(e) de...

  • Food Service Manager

    3 days ago

    Sherbrooke, Canada Compass Canada Full time

    You might not know our name, but you know where we are. That's because Compass Group Canada is part of a global foodservice and support services company that's the 6th largest employer in the world, with 625,000 employees. You'll find us in schools, colleges, hospitals, office buildings, senior living communities, tourist attractions, sports venues, remote...

  • Technicien de service mobile

    5 days ago

    Sherbrooke, Canada Integrated Power Services Full time

    Description Qui nous sommes:Surplec, une entreprise IPS, se spécialise depuis 1987 dans les produits de moyenne et haute tension. Leader canadien en ventes de transformateurs et appareillage, location, réparation et achat d’équipement neuf ou reconditionné.Integrated Power Services (IPS) est le principal fournisseur nord-américain de solutions pour...

  • Adjoint Administratif Et Service Client

    1 month ago

    Sherbrooke, Canada GROUPE MACH INC Full time

    **Que diriez-vous de joindre une entreprise où l'humain se trouve au cœur des projets ?** Faire partie de l’équipe MACH, c’est rejoindre une famille de plus de 300 membres qui s’activent quotidiennement au service de leurs clients et qui mettent leur savoir au service de l’immobilier. Depuis maintenant plus de 20 ans, MACH bâtit des projets...

  • Service Manager

    1 month ago

    Sherbrooke, Canada IGA Full time

    **Service manager**: Full-Time Number of hours per week : between 40and40 Shift : Day, Evening Availability : Weekends **Become a service manager** Are you curious to learn more about food, are you motivated and resourceful? In your family you are considered the one who plans and coordinates activities? Then this job should interest you! You have 2...

  • Service Manager

    1 month ago

    Sherbrooke, Canada IGA Full time

    **Service manager**: Full-Time Number of hours per week : between 40 and 40 Shift : Day, Evening Availability : Anytime **Become a service manager** Are you curious to learn more about food, are you motivated and resourceful? In your family you are considered the one who plans and coordinates activities? Then this job should interest you! You have 2...

  • Responsable Service Client Et Location

    1 month ago

    Sherbrooke, Canada Le Regroupement du Parc du Mont-Bellevue Full time

    Le Regroupement du parc du Mont-Bellevue (RPMB) est un organisme à but non lucratif qui mise sur la cohabitation entre les activités de plein air et la préservation des milieux naturels. La petite équipe derrière cet organisme travaille de concert avec la Ville de Sherbrooke et l’Université de Sherbrooke afin d’animer et de protéger la montagne...