Manager, Client Services

**Experience it Ajax**:
The Town of Ajax, situated on the northern shore of Lake Ontario, is an innovative municipal sector leader that provides a variety of services to one of the fastest growing communities in Ontario. With over 130,000 residents, Ajax's rich heritage and culturally diverse community make it a great place to work and live.

**Manager of Client Services**:
Reporting to the Chief Information Officer, the Manager of Client Services is accountable for the following:

- Leads and oversees the Client Services team ensuring effective and efficient daily operations of the Towns end-user hardware, productivity software, service desk, computer security and software licencing.
- Manages relationships with staff, Directors and Council to establish and nurture a strong relationship to ensure their technology needs are met.
- Responsible for the overall performance, maintenance, and management of the corporate unified communications system.
- Manages performance, maintenance, configuration, administration, and reporting of customer-centric communications technology.
- Provides critical support to the Emergency Operations Centre (EOC)in planning for and responding to emergencies.
- Manages various projects related to the functioning and improvement of the end-user devices, software and unified communications.
- Accountable for Service Desk operation, which all staff rely on for technical support.
- Responsible for the IT inventory and related asset management program.
- Develops and enforces several policies, procedures and standards
- Coordinates e-waste management of technology equipment.

**Job Duties Include**:

- Develops plans to ensure hardware and communication solutions meet current and future needs.
- Establishes and foster client relationships, understanding their needs, expectations and preferences and ensures the town’s end user technology reflects these requirements.
- Resolves conflicts between staff requests or issues and service desk outcomes effectively.
- Supervises the Town’s Service Desk and all first-line support services, including the critical task of setting, analyzing and monitoring KPIs.
- Establishes and maintains high standards of service quality by reviewing the service delivery process, gathering client feedback, and making necessary adjustments to enhance service quality.
- Researches, analyzes, costs and recommends corporate software/hardware requirements based on needs, efficiencies and levels of service.
- Leads technical projects, plans change requirements and implements them as a team.
- Oversees corporate technology training and takes a leadership role in identifying technology training opportunities for staff.
- Required to work off hours on site when necessary to address issues, problems or projects.

**Qualifications/Skills**:

- 4 year University degree in a related discipline (e.g., Computer Sciences)) or comparable professional experience.
- Minimum (7) years progressively responsible experience working with technology solutions including network, desktop, telecommunications, security and data center environments
- Minimum three (3) years supervisory experience managing an IT Service Desk or a combination of training, education and experience deemed equivalent
- Experience in the broader public sector,
- Industry recognized certification (ex, Microsoft, PMP, CBAP, ITIL, LEAN, ITSCM)) is required
- Ability to develop, foster and maintain an effective relationship with client and IT staff.
- Able to manage multiple priorities while maintaining customer service-oriented focus.
- Training and experience in IT Infrastructure Library (ITIL) framework and IT Service Management (ITSM) for best practices in service and delivery of support processes as well as the Service Desk Management and Customer Relations Management Systems
- Technical competencies include:

- Microsoft Platform: Windows Pro, Server, Office 365
- Directory and Authentication: Active Directory
- Infrastructure: DNS, DHCP, SNMP, SIP, IPv4/6, and Cloud Technologies
- Automation and Integration: Virtualization, Image Deployment
- Being adept with digital communications platforms
- Exceptional documentation and record keeping skills
- Knowledge of data tools, and software is critical for dissecting client data and generating insightful reports
- Proven capability to mentor, coach, mediate and develop junior staff members

**What we offer to staff**:

- Rate of Pay: $115,209 - $144,011 per year
- Hours of Work: This is a non-union position that works 35 hours per week. The hours of work are Monday to Friday from 8:30 a.m. - 4:30 p.m.
- Benefits: The Town offers full-time staff a comprehensive benefit package with paid sick, vacation and personal leave days; Employee & Family Assistance Program; Health & Wellness Program, Town of Ajax Fitness Centre Combo Membership; plus a defined benefits pension (OMERS pension).
- Hybrid Work Program: The Town offers a Hybrid Work Program. A flexible work arrangement,