IT Manager for Enterprise Client Services
3 weeks ago
About This Role
We are seeking a highly skilled IT Manager for Enterprise Client Services to lead our dynamic Technical Support team. As a key member of our IT leadership team, you will be responsible for orchestrating daily operations with a focus on rapid technical issue resolution.
Key Responsibilities
- Enhance IT service efficiency through process improvement, metric monitoring, and insightful performance reporting.
- Lead incident and problem resolution, collaborating with other technical teams to prevent disruptions.
- Craft and uphold a comprehensive service catalog, effectively conveying offerings to the Seneca community.
- Effectively lead a team by establishing objectives, managing and prioritizing tasks, managing hiring and performance evaluations, providing training and support, and coordinating activities.
- Collaborate with the IT leadership team and other departments across the polytechnic to develop and implement initiatives to streamline processes and improve customer service.
- Identify and implement opportunities for automation of technology remediations and processes.
- Continuously monitor industry trends and the product landscape to assess their impact on the end-user experience.
Requirements
Step into this position with a minimum of 5 years of experience in leadership IT Technical Support or related fields. The ideal candidate is proficient in efficiently managing IT service support, resolving incidents effectively, maintaining service catalogs, leading teams, and ensuring operational excellence.
The successful candidate will possess strong technical expertise, including a solid understanding of IT infrastructure, operating systems, software, and scripting/automation. They must also have strong troubleshooting skills, including root cause analysis, as well as proficiency in diagnosing hardware and software issues. Experience with ServiceNow would be an asset.
Additionally, the ideal candidate will have a proven track record of experience in IT service management processes, vendor relations, and personnel development, driving efficiency and delivering high-quality service. A Post-Secondary Diploma or Degree in Information Technology, Computer Science, or another related field is required. Equivalent combinations of training and experience will also be considered.
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