Manager, Information Technology

5 days ago

Cambridge, Canada University of Waterloo Full time

Overview:
On a day-to-day basis, the Manager functionally reports to the Administrative Officer in the academic unit.

**Responsibilities**:
Systems and Infrastructure Management
- Manage computing environments and IT infrastructure systems including networking, servers, data backup, disaster recovery, servers to support administrative, teaching and research activities
- Serve as systems administrator for servers and services
- Connect various computing platforms to the network and configure for optimum performance
- Determine root cause of service issues and implements solutions that provide long term benefit and increased operational efficiency
- Ensure information technology risks are mitigated and implement changes for continuous improvement
- Act as liaison with Engineering Computing and IST to ensure that all information technology in the academic unit is compliant with appropriate IT hardware, software and University policies and practices
- Establish service tracking processes and systems to ensure traceability, accountability and effective communication with stakeholders supported
- Identifies resource needs, equipment requirements, and manages software and hardware availability
- Manage IT procurement for software, hardware equipment and technology for the academic unit
- Assist faculty in the specification, planning and/or installation of hardware/software for research
- Assess current and evolving information systems and technologies, evaluates potential acquisitions to resolve specific problems
- Oversee the implementation, maintenance and retirement of systems, software and IT services for the academic unit
- Oversee management of the academic unit’s website; acts as Site Manager and controls user access for content editing; monitor website to ensure functionality and compatibility with various user platforms

Computing/User Support
- Provide client support service for computing, fabrication and media related technologies throughout the academic unit
- Ensure incidents and service requests are assigned and resolved within service level commitments, or escalate to Engineering Computing/IST as required
- Provide guidance to IT staff to ensure the delivery of IT support is efficient and of a high standard
- Collaborate with faculty and staff to determine individual computing requirements as well as specific requirements for proposed projects; ensures implementation of solutions to support these users
- Provide technical expertise, support, procurement and implementation for the audio visual, digital fabrication technologies and media systems to support the academic unit’s teaching, research and service missions

Leadership
- Manage staff reporting to this position; ensure appropriate backup, support and cross training to maintain service levels and standards
- Work collaboratively with teaching Faculty and other staff in and other the academic unit to support specialized software platforms and digital fabrication technologies
- Collaborate with faculty, staff and administration to strategically consider the short and-long term hardware and software needed to best support research and proactively address required curriculum changes
- Promote knowledge of software and hardware used in the academic unit and allied disciplines; remain current in recent trends and development in the unit-specific academic disciplines and industry
- Lead projects, set clear and reasonable expectations, provide ongoing feedback, ensure the delivery of results and establishes a strong foundation for performance through training and goal setting
- Create and maintain a collaborative and positive work environment

Other Duties
- Participation in committees and events as required
- Maintain technical and operational documentation
- Develop, document and implement technical support operating procedures
- Manage supply store if applicable
- Special projects and duties as assigned

Qualifications:

- Bachelor degree in Computer Engineering/Computer Science/Electrical Engineering/Information Systems or equivalent combination of education and related experience
- Five years of professional IT experience supporting/managing complex networked systems
- Minimum three years of progressive leadership experience in an information technology service role
- Expert level knowledge and experience in computer systems management, networking and media systems management
- Experience in a broad-based technology management in an academic environment is a strong asset
- Knowledge of architecture and design specific software and hardware is an asset, and willingness to acquire such knowledge is a requirement
- Demonstrated leadership and ability to work as part of a team in a collaborative environment
- Excellent communication and interpersonal skills to work effectively with all client groups
- Ability to use verbal and written communications effectively with audiences of a wide range of levels of technical knowledge and understanding
- Str

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