Posting Closing Date:

Note:1 vacancyavailable.This position is deemed a critical vacancy.

Why this Role is Important

HowYou’llmake an Impact

Operational Leadership

• Provides leadership and operational oversight for the IT Service Desk, Academic Computing Labs and Regional Campus IT support functions; ensuring service continuity, responsiveness, and alignment with daily departmental objectives

People Leadership

• Leads, motivates, and guides staff, cultivating a collaborative, high-productivity team culture focused on excellent customer service

• Ensures operational assignments of the team are carried out consistently with college policies and procedures

• Monitors employee performance, delivers regular feedback, and resolves conflicts or conduct-related issues in accordance with college policies and standards

• Plans and manages resource allocation, staffing priorities, training needs, and workflow optimization to maintain seamless operations

Operational Planning

• Coordinates operational planning for lab and support environments, including service processes, incident and escalation practices, software deployment readiness, technology refresh activities, and regional campus coverage

IT Service Management & Service Catalogue

• Defines, implements, and matures IT service management practices and workflows (e.g., incident, request, problem, change) to improve service quality, consistency, and transparency

• Serves as the business owner for the ticketing/IT service management platform and continuously evolves the IT service catalogue to ensure services are clearly defined, measurable, and aligned with stakeholder needs and institutional priorities

Financial Administration & Resource Planning

• Assists departmental financial administration, including procurement coordination, expenditure tracking, budget monitoring, contributing data for resource planning, financial reporting, and prepares documentation

Engagement & Metrics

• Leads engagement with academic and administrative stakeholders to understand service needs and communicate service performance

• Establishes, monitors, and leverages service metrics and KPIs to drive continuous user-experience improvements

Compliance, Asset Control & Reporting

• Ensures compliance with college policies, health and safety standards, and asset/inventory controls

• Maintains service documentation and contributes to operational reporting

Performs other related duties as assigned

WhatYou’llBring 

• Post-secondary 3-year diploma/degree in information technology, computer science, business technology management, or a related field

• Minimum 7 years’ of progressive experience in IT operations, end-user support, or technical service delivery

• An equivalent combination of education and progressive technical/operational leadership experience may be considered

• Demonstrated experience in staff management, operational planning, service escalation, stakeholder relationship management, and financial/procurement support activities

• Experience managing IT support across distributed environments (ideally a college/university campus, hospital, or multi-office corporate environment)

• Proven success in establishing KPIs, building service dashboards, and translating data into actionable service improvements

• Relevant IT service management, technical support, or leadership-related certifications are assets (example ITIL, change management, or project management)

• Requires strong leadership and employee relations skills; customer service and conflict resolution capability; knowledge of IT support operations, service desk practices, endpoint and lab support environments, and distributed support models; financial and procurement administration skills; strong written and verbal communication; data analysis and reporting; and proficiency with common enterprise systems (e.g. Microsoft 365 tools)

• A valid driver’s license and ability to travel between campuses is required