Manager, IT Support

Manager, IT Support

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Job Summary

Reporting to the Associate Director, Information Technology with the Faculty of Engineering and Applied Science, the Manager, IT services is responsible for the day-to-day operations of the technical staff and all end-user support services offered by the Faculty IT department in support of programs of study for students and faculty (including research) and administration.

As a member of the Faculty of Engineering and Applied Science’s (FEAS) Information Technology Management team (ITM) this role collaborates with others to create the annual work plan, project planning and staff planning requirements for the unit.

This role may require occasional evening or weekend work to support projects or to address operational needs.

**Job Description**:

**KEY RESPONSIBILITIES**:

- Assumes responsibility for all end-user support services offered by the Faculty IT department.
- Manages the Computer Systems Technologists, ensuring that they are providing a high level of customer service, troubleshooting, and problem solving.
- Manages the service and ticket escalation procedure to ensure that timely and regular communication and problem resolutions are happening within published guidelines; provides tier two or three support when necessary.
- Acts as incident facilitator for major incidents; identifies and gathers technical expertise across Faculty IT to ensure high priority tickets are addressed quickly, coordinates major incident team meetings, provides timely technical communication within Faculty IT, and tracks major incident tasks to ensure they are completed and documented from beginning to conclusion.
- Provides analytical, technical, and educational support for research and teaching needs. This includes making recommendations on software/hardware advances that will improve the operations and efficiency of the department.
- Works with the other members of the IT Management Team to create the annual work plan, project planning and staff planning requirements for the FEAS IT Group.
- Supports the development and execution of project-based work including the setting up of new systems and equipment and developing and implementing the annual Work Plan for the Information Technology Group.
- Effectively manages risks, anticipates challenges, investigates, monitors, and resolves problem areas to increase efficiency and effectiveness
- Plans, prioritizes, and manages the work of employees, providing strategic and tactical advice, guidance, and coaching. Identifies the need for staff resources, participates on staffing committees, and makes recommendations regarding employee selection.
- Manages performance by establishing performance standards and conducting formal performance reviews on an ongoing basis. Assesses staff training and development needs, and ensures that employees receive training required to improve and sustain performance.
- Manages multiple competing priorities using their own judgement, while partnering with business units to ensure priorities are addressed and to provide operational excellence
- Accurately and professionally records all relevant information from client interactions in the issue tracking system in a timely manner.
- Evaluates and recommends the purchase, installation and/or support for various systems and software packages. Liaise with Faculty stakeholders on any new information technology purchases that support teaching, research and/or administrative functions.
- Responsible for maintaining an up-to-date inventory of all moveable assets in the departments, teaching facilities and moveable assets in all research labs.
- Undertakes other duties as required to support or enhance the mission and reputation of the Faculty.

**REQUIRED QUALIFICATIONS**:

- University degree or three year college diploma in computer science, computer systems
technician or a relevant related field and related professional experience.
Solid working knowledge of computer hardware and software and equipment related to all Faculty facilities.
- Previous IT client service experience, preferably within a large multi-level enterprise organization. University environment considered to be an asset.
- Previous experience managing a diverse team in a unionized environment.
- Consideration may be given to an equivalent combination of education and experience.

**SPECIAL SKILLS**:

- Ability to manage large-scale operations and to provide leadership in a mission critical service.
- Superior communication skills (both verbal and written) and interperso