IT Services Manager

3 weeks ago

Kamloops, British Columbia, Canada Thompson Rivers University Full time

The Manager of IT Client Services plays a pivotal role in ensuring the efficient and effective delivery of IT services to the university community. This includes timely resolution of IT-related issues, fostering a culture of customer-centric support within the IT department, and ensuring team readiness for agile service delivery in a rapidly evolving digital environment.

Key Responsibilities
  • Provides leadership, direction, and guidance to the Client Services team
  • Oversees recruitment, selection, and deployment, training, development, and review of staff performance
  • Establishes clear performance objectives and expectations by conducting regular evaluations and providing feedback
  • Ensures compliance with occupational health and safety standards
  • Fosters a collaborative and inclusive work environment, promoting teamwork and professional development opportunities
  • Manages day-to-day operations of Client Services Teams to ensure timely and effective response to IT support requests
  • Develops and implements Service Level Agreements (SLAs) and standard operating procedures for consistency and quality in service delivery
  • Monitors metrics and key performance indicators to identify trends, areas for improvement, and opportunities for enhanced service delivery
  • Administers the TRU Technology Leasing program by collaborating with IT Asset administration to review equipment specifications and coordinate with external contractors
  • Coordinates the development of university-wide IT support policies, standards, and procedures
  • Undertakes projects involving supplier selection and evaluation of IT equipment and services
  • Organizes and coordinates technology education and awareness training programs within the University
  • Monitors software licenses, maintenance, and support arrangements for University Site Licensed Software
  • Oversees the change management processes for systems and services
  • Initiates client surveys and other procedures to measure service quality
  • Coordinates critical incident activities by collaborating between Client Services and other relevant stakeholders to resolve issues
  • Serves as an escalation point for complex or high-priority IT support issues, collaborating with technical specialists and other IT teams for resolution
  • Oversees IT Service Management system
  • Coordinates the Active Directory Integration within Client Services

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