Manager IT Client

**Division**:

- I.T. Solutions

**Important Notices & Amendments**:
**SALARY CURRENTLY UNDER REVIEW**

**This position**currently falls within our hybrid model**, allowing the employee to**typically**work**a minimum of**50% of**your** time**at your regular work location and the other 50% of time at home.**

**About Us**:
Serving a diverse urban and rural population of more than 475,000, Niagara Region is focused on building a strong and prosperous Niagara. Working collaboratively with 12 local area municipalities and numerous community partners, the Region delivers a range of high-quality programs and services to support and advance the well-being of individuals, families and communities within its boundaries. Nestled between the great lakes of Erie and Ontario, the Niagara peninsula features some of Canada’s most fertile agricultural land, the majesty of Niagara Falls and communities that are rich in both history and recreational and cultural opportunities. Niagara boasts dynamic modern cities, Canada’s most developed wine industry, a temperate climate, extraordinary theatre, and some of Ontario’s most breathtaking countryside. An international destination with easy access to its binational U.S. neighbour New York State, Niagara attracts over 14 million visitors annually, as well as a steady stream of new residents and businesses.

At Niagara Region, we value diversity - in background and experience. We are proud to be an equal opportunity employer. We aspire to hire and grow a workforce reflective of the diverse community we serve. By doing so, we can deliver better programs and services across Niagara.

For the Region's full employee equity statement, Working at Niagara Region - Niagara Region, Ontario.

**Don’t have every qualification?**

**Job Summary**:
Reporting to the Associate Director, IT Services, the Manager IT Client & Support Services is responsible for managing the implementation and support of all client facing, IT technology as well as daily management and oversight of all functions of the corporate IT Servicedesk.

**Education**:

- Post secondary degree or diploma in Computer Science or other Information Technology related field.
- Equivalent combination of education and experience may be considered.

**Knowledge**:

- Minimum of 10 years’ experience in IT in a medium to large organization of a complex diverse nature.
- Minimum of 7 years in IT management and project planning with 3-5 years in a leadership/supervisory role.
- Experience leading the procurement of IT solutions and services through competitive means such as RFPs, Tenders etc.
- Experience managing the IT Servicedesk or Helpdesk in a medium to large organization, utilizing a leading enterprise level IT Service Management (ITSM) tool (ServiceNow, BMC Remedy, ZenDesk, etc..).
- ITIL Certification is preferred.
- PMP Certification is considered an asset.
- Experience managing within the public sector is preferred.

**Responsibilities**:
**Manages the Client & Support Services team within IT Solutions to resolve end-user related issues, implement end-user technology projects, and provide daily support, while overseeing IT initiatives related to Client & Support Services, ensuring governance adherence, tracking progress, and achieving deliverables.**(40% of time)**:

- Provides daily management and oversight of the work belonging to a team of Tier 2 and Tier 3 Client Support Analysts as well as the Client & Support Services architect.
- Ensures performance, availability, reliability and security of end-user technology, end user training, maintenance and upgrades.
- Provides technical leadership, expertise, guidance and support to all customers (Staff, Senior Management, Corporate Leadership Team and Regional Council members) ensuring that the timely resolution of any issues and requests made to IT is occurring.
- Oversees management of our enterprise class, software deployment and device management tools.
- Implements policies and procedures to improve desktop support services and ensure compliance with security and regulatory requirements.
- Oversees the maintenance and upgrade of hardware and software systems, ensuring they are up-to-date and functioning properly in an appropriate life cycle.
- Maintains an appropriate asset inventory of all end user IT hardware and software.
- Manages vendor relationships and oversees the purchase of new equipment and software through appropriate procurement vehicles.
- Manages and coordinates large-scale projects, such as office-wide hardware upgrades or software deployments, Audio Video installations, Managed Print Services, Mobile device and equipment refreshes.
- Coordinates third party vendor activities, ensuring standards, policies and procedures are followed, monitoring compliance with requirements set out under the contract, maintaining records and providing reports on progress and issues.

**Manages the functions of the organization’s IT Servicedesk, playing a critical role in ensur