Manager, IT Client Services

Do you have excellent interpersonal skills? Are you recognized for your leadership and customer service? This opportunity is for you Bishop’s University is looking for an experienced and bilingual Manager, IT Client Services to join their team

**You are looking for an employer offering**:
access to a comprehensive insurance program;
access to an employer-contributed pension program;
four weeks’ vacation (pro-rated) upon hire and two additional weeks during the Christmas holidays;
discounts at the sports centre and golf club for employees and their family;
tuition allowance for employees, their spouses and their dependants;
access to an Employee Assistance Program (EAP);
access to the Health Clinic on campus;
flexible 35-hour-per-week schedule.

**Your role at Bishop’s University**:
Reporting to the Director, Information Technology Services, you will be responsible for leading a team of specialists and student employees in the delivery of IT services to the Bishop’s University community. More precisely, you will be responsible to:
**Client Services Operations**:
Lead and coach a team of IT service delivery specialists, responsible for providing and supporting a broad range of end-user services to faculty, staff and students, as well as the IT Help Desk operated by student employees;
Interact with IT clients to determine the requirements for IT support and end user device services and determine appropriate service levels;
Measure actual service levels, evaluate future demand and recommend improvements where service levels are not being met (incident/problem resolution time, request fulfillment time, etc.);
Track and manage the resolution of all requests, incidents, events, and problems affecting end users, organize Level 2 support involving IT specialists and external suppliers as per the terms of negotiated service agreements;
Develop and implement Information Technology Infrastructure Library (ITIL) support processes including incident/event/problem management and request fulfillment;
Develop the replacement plan for BU-owned end user equipment considering their life cycle and the evolution of technology;
Maintain all equipment under appropriate operating conditions and perform regular preventive maintenance checks;
Identify needs for skill and competency development, evaluate performance regularly, and contribute to the hiring of new resources (permanent and contractual);
Manage the assignment of student staff within the department;
Orchestrate projects to realize new end user devices, video, IT support, multimedia, and other Client Services projects;
Envision and work with stakeholders to design and implement the next generation of learning spaces;
Work to implement enhanced digital literacy offerings through education campaigns, officially-developed programs, and new technology initiatives;
Evaluate and integrate new technologies into teaching and meeting spaces;
Implement management of mobile devices as “1stclass devices” using MDM technologies to secure and integrate these devices with enterprise resources.

**ITS Operations**:
Contribute to the elaboration of the IT service strategy;
Identify risks and threats to IT service continuity and recommend mitigation measures;
Contribute to the financial operations of ITS including budget preparation, tracking and reporting, procurement activities, account payable/receivable processing;
Develop and implement document management, collaboration and knowledge sharing solution and processes;
Contribute to the design of new (IT-involved) University services and lead the transition from project to operations from the standpoint of Client Services (documentation, training, software roll-out, hardware upgrades, etc.);
Represent ITS on University and external committees;
Other similar and related tasks as required.

**Information and Cyber Security**:
Contribute to the development of IT asset and security management policies;
Report on security incidents;
Participate in activities targeting the improvement of awareness regarding security, confidentiality and appropriate usage of the IT resources within the Bishop’s University community;
Work with specialists and external strategists to contribute to the design of cybersecurity strategy and delivery of endpoint protection.

Want to be part of the team?

**Education and experience**:
Bachelor’s Degree in an appropriate field or equivalent experience;
Minimum of five (5) years of similar/related experience;
Experience in IT support management (help desk, ITSM software);
Project management experience, PMP licence/certification considered an asset.

**Expertise**:
Strong knowledge of English and working knowledge of French;
Understanding of cybersecurity awareness training needs;
Understanding of MDM and other endpoint management technologies;
Excellent communication and interpersonal skills;
Excellent management skills and ability to lead and motivate a very technical team;
Eager to learn and implement