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IT Services Manager
2 months ago
The Thompson Rivers University is seeking a highly skilled and experienced IT Services Manager to lead the Client Services team in delivering efficient and effective IT services to the university community.
Key Responsibilities- Provide strategic leadership and direction to the Client Services team to ensure timely and effective delivery of IT services.
- Oversee the recruitment, selection, and deployment of staff, as well as their training and development.
- Establish clear performance objectives and expectations, and conduct regular evaluations and provide feedback.
- Ensure compliance with occupational health and safety standards.
- Foster a collaborative and inclusive work environment, promoting teamwork and professional development opportunities.
- Manage day-to-day operations of Client Services Teams to ensure timely and effective response to IT support requests.
- Develop and implement Service Level Agreements (SLAs) and standard operating procedures for consistency and quality in service delivery.
- Monitor metrics and key performance indicators to identify trends, areas for improvement, and opportunities for enhanced service delivery.
- Administer the TRU Technology Leasing program by collaborating with IT Asset administration to review equipment specifications and coordinate with external contractors.
- Coordinate the development of university-wide IT support policies, standards, and procedures.
- Undertake projects involving supplier selection and evaluation of IT equipment and services.
- Organize and coordinate technology education and awareness training programs within the University.
- Monitor software licenses, maintenance, and support arrangements for University Site Licensed Software.
- Oversee the change management processes for systems and services.
- Initiate client surveys and other procedures to measure service quality.
- Coordinate critical incident activities by collaborating between Client Services and other relevant stakeholders to resolve issues.
- Serve as an escalation point for complex or high-priority IT support issues, collaborating with technical specialists and other IT teams for resolution.
- Oversee the IT Service Management system.
- Coordinate the Active Directory Integration within Client Services.
- Build and maintain strong relationships with University stakeholders, including faculty, staff, students, and academic departments.
- Act as a liaison between the IT department and campus community, soliciting feedback, addressing concerns, and advocating for user needs.
- Communicate IT Service updates, initiatives, and best practices to stakeholders through various channels and committees.
- Manage departmental resources effectively, including staffing levels, equipment, and budget allocations.
- Identify opportunities for cost optimization and efficiency improvements, prioritizing investments to enhance service quality and user experience.
- Bachelor's Degree with at least 5 years of relevant experience.
- Certifications in ITIL and/or project service management (PMP) are considered an asset.
- Strong technical background with expertise in IT support methodologies, tools, and best practices.
- Excellent communication and interpersonal skills, with the ability to interact effectively with diverse stakeholders.
- Working knowledge of relevant programs such as Microsoft Intune/Azure.
