Service and Technology Delivery Lead

Faculty/Division:

Faculty of Applied Science & Engineering

Department:

APSC Admin. Units

Campus:

St. George (Downtown Toronto)

Existing Vacancy:

Yes

Description:

About us: The Faculty of Applied Science & Engineering is a world-renowned community of researchers and students dedicated to solving some of the world's most pressing challenges through collaborative and multidisciplinary research and experiential education. Through rigorous technical training, and unparalleled extracurricular and professional experience opportunities, we prepare the next generation of engineering leaders and change makers to unlock the future's boundless potential.

The Faculty IT Office works together to support a dedicated and diverse group of academic and administrative professionals who exemplify excellence in their fields.

Your opportunity: Reporting to the Manager, Client Services, the Client Technology and Service Delivery Lead is responsible for ensuring effective and efficient client technology services through the planning, implementation, and continuous improvement of end-user computing and collaboration environments.

The incumbent provides technical leadership and operational oversight for client services, guiding technical staff, resolving complex issues, and driving service maturity through workflow optimization, performance monitoring, and process improvement. Working closely with stakeholders, the role leads initiatives to enhance service delivery, optimize the use of enterprise platforms, and support teaching, research, and administrative functions across the Faculty.

Your responsibilities will include:

Leading and continuously improving technology service delivery by designing efficient workflows, establishing service standards, implementing system and service enhancements, and evaluating technologies and tools that enhance efficiency, reliability, user experience, and operational effectiveness.

Providing technical leadership and guidance to support staff, including coordinating work, resolving escalations, and ensuring consistency in service delivery

Monitoring and analyzing service performance, including defining key performance indicators and using data to inform improvements

Supporting and optimizing endpoint and client technology environments, including deployment, configuration, and lifecycle management

Troubleshooting complex technical issues and acting as an escalation point for system and service-related problems

Leading and supporting initiatives and projects related to client technology services, including planning, coordination, and reporting

Developing and maintaining documentation, training materials, and knowledge resources to support staff and end-users

Supporting audio-visual and collaboration technologies through evaluation, troubleshooting, and continuous improvement of systems

Essential Qualifications:

Bachelor's degree in computer science, Information Technology, or acceptable combination of equivalent experience

Minimum five (5) years of recent and related experience in a large, multi-unit and complex IT environment overseeing Tier 2/3 support and technical teams, with a strong client service orientation

Minimum three (3) years of experience providing technical leadership to staff across a diverse range of end-user and enterprise computing environments, with experience in areas including BYOD strategies, print services, networking, and remote desktop technologies

Demonstrated experience and strong understanding in endpoint and mobile device management across Windows and macOS platforms, including hardware and software management, device configuration, policy enforcement, and lifecycle support, using enterprise management platforms (e.g., Microsoft Intune, Quest KACE, or similar), with responsibility for software licensing, encryption, endpoint backup, anti-malware, and overall endpoint security management

Demonstrated experience and strong understanding of Active Directory, Microsoft Entra ID, and endpoint identity management concepts, including Group Policy, security groups, authentication, and hybrid identity environments

Demonstrated experience with endpoint deployment, including automation, scripting, or software packaging techniques. This extends to mobile device management, including configuration, policy enforcement, and lifecycle support of mobile devices.

Proven hands-on IT Service Management (ITSM) implementation and administration experience with ServiceNow or an equivalent platform, including Change Management and Knowledge Management process design, implementation, and continuous improvement

Demonstrated expert technical writing skills, including development of knowledge articles, technical documentation, standard