Manager, IT Support

2 months ago

Ottawa, Canada University of Ottawa Full time

The University of Ottawa—A crossroads of cultures and ideas

The University of Ottawa is home to a dynamic community of over 50,000 students, faculty and staff, who live, work and study in both French and English. Our campus is a crossroad of cultures and ideas, where bold minds come together to inspire game-changing ideas. We believe in the power of representation, and that increasing the diversity of our faculty and staff supports this objective. Our goal is to provide students with the best possible learning experience, in an environment that reflects the diversity of its people, their ideas, and their identities.

We are one of Canada’s top 10 research universities—our professors and researchers explore new approaches to today’s challenges. One of a handful of Canadian universities ranked among the top 200 in the world, we attract exceptional thinkers and welcome diverse perspectives from across the globe. Our employees come together around the shared purpose of constant improvement, personal development, service excellence, teamwork and a passion for learning with a desire to make uOttawa and the world a better place. Everyone's contributions are valued, we all play a part in making uOttawa a world-class institution. Most importantly, we make it possible for you to achieve your full potential. Because at uOttawa, you belong

About the Faculty of Health Sciences

Make your mark with the Faculty of Health Sciences

Health matters to everyone and we are committed to becoming a nationally and internationally recognized leader in innovative approaches to active living, health promotion, and quality health services.

Our success lies in our students and our people. Join us and every day you will have the opportunity to make a meaningful impact as we grow together and make a great faculty even better.

Position purpose

Reporting to the Chief Administrative Officer, the incumbent will manage a group of IT professionals (technical and/or web support team) engaged in the provision of computing and technical support services. To this end, the position plans, organizes controls and evaluates operations, establishes plans, procedures and service standards and ensures the team has the human, financial and technical resources required to deliver and support efficient services. The position has full responsibility, authority and accountability for the short and long term planning, evaluation and overall maintenance of the management of the information systems within the assigned faculty/service.

In this role, your responsibilities will include, among others:
**Strategic planning**: Is responsible for the short-term and long-term strategic planning of all the IT assets of the assigned faculty/service. Analyzes the needs of the department, prepares budget requirements and makes recommendations to the Director for future replacements and upgrades of all IT resources.

**Operations Management**: Supervises the work of technical services staff and other IT professionals by facilitating and tracking project status; identifying problems and issues; allocating appropriate human, financial and system resources; and ensuring that services are completed on schedule and at the highest levels of quality.

**Trends and needs analysis**: Analyze the needs of the Faculty/Service and provide recommendations regarding the requirements for IT resources and equipment to determine and anticipate future needs. Liaise with other IT professionals across the University to keep abreast of the community needs and initiatives and to disseminate information on IT related issues.

**Technical expertise**: Provide planning, leadership, direction and advanced technical expertise regarding computing and technical services. Act as a final level of escalation for complex technical issues in order to provide guidance and expertise for the resolution in a timely manner. Assesses the severity of the problem to determine the risk and impact on the faculty/service and/or University. Relies on technical documentation, procedures and previous knowledge and expertise to develop solutions to resolve complex problems

**Policies and Procedures**: Establish performance measures and quality control procedures for the assigned unit. Develop, document, implement and renew the standards, tools, systems, process/workflow guidelines and training materials for the technical services team to support their work and to increase operational efficiency.

**What you will bring**:
University degree in computer science, information systems management or related field, or equivalent combination of education and experience.

Minimum of five years’ experience in managing IT operations and leading a team of IT.

Knowledge of computing software and hardware, network and multimedia equipment.

Knowledge of best practices related to IT service management.

Knowledge of University’s hardware, software, peripherals and security guidelines and standards.

Knowledge of the

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