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Manager of IT Support Services

3 months ago

Kamloops, British Columbia, Canada Thompson Rivers University Full time
Join Our Esteemed IT Department

Thompson Rivers University is seeking a committed Manager of IT Client Services to enhance our IT department. In this pivotal role, you will ensure the seamless provision of IT services while addressing IT-related challenges promptly. You will lead a team of Client Services experts, cultivating a customer-focused environment and preparing the team for agile service delivery in a dynamic digital landscape.

Key Responsibilities
  • Provide strategic leadership and mentorship to the Client Services team
  • Oversee the recruitment, training, and performance assessment of team members
  • Set performance goals, conduct evaluations, and offer constructive feedback
  • Ensure adherence to health and safety regulations
  • Manage daily operations and guarantee timely responses to IT support inquiries
  • Develop and enforce Service Level Agreements and standard operating procedures
  • Track metrics and key performance indicators to enhance service delivery
  • Administer technology leasing and liaise with external vendors
  • Coordinate the formulation of IT support policies, standards, and procedures
  • Organize training programs for technology education and awareness
  • Initiate client feedback surveys to assess service quality
  • Oversee critical incident management and act as an escalation point for complex IT challenges
  • Foster and maintain relationships with university stakeholders
Required Qualifications
  • Bachelor's Degree with a minimum of 5 years of relevant experience
  • Certifications in ITIL and project service management are advantageous
  • Strong technical expertise in IT support methodologies and tools
  • Exceptional communication and interpersonal abilities
  • Familiarity with programs such as Microsoft Intune/Azure

Become a vital part of our mission to deliver exceptional IT services to the university community.