Manager, IT Client Services

Employeur Bishop's University
Horaire Temps plein
Type d'emploi Permanent
Domaine d'emploi Informatique
Télétravail possible

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Résumé du poste

Posting 23-14 (Regular full-time position)

The following statements are intended to describe the general nature and level of work performed. They are not representing an exhaustive list of all responsibilities, duties and skills required.

Bishop’s University is seeking a Manager, It Client Services for a regular full-time position. Reporting to the Manager Director, Information Technology Services the incumbent will be responsible for leading a team of specialists and student employees in the delivery of IT services to the Bishop’s University community, with the objective of meeting or exceeding negotiated service levels. The scope of services includes solutions that are deployed to connect the BU community to the University network and application services: desktops, laptops, mobile devices, including personally owned devices from the academic and student communities (BYOD), POS, printers, digital signage, smart classroom and videoconference integrations. IT Client Services encompasses requests, events, incidents and problem management, through a variety of channels, including a telephone help line, help desk, web notification and on-site consulting in computer labs. It also extends to the provision of certain core application domains such as document management, office automation, learning management, and collaboration environment services. This position has a work week of 35 hours from Monday to Friday with occasional evenings and weekends required.
Nature of Duties & Responsibilities

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 meet (incident/problem resolution time, request fulfillment time, etc.);
Track and manage to resolution 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 management, event management, problem management and request fulfillment;
Develop the plan for the replacement of BU-owned end user equipment considering its life cycle and the evolution of the technology;
Plan the preventive maintenance for shared, BU-owned end user equipment;
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 device, 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 “1st class 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;
Deliver high quality training to audiences of all sizes, experience levels, and organizational positions on digital literacy, cybersecurity and other technological subjects;
Other similar and related task 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 BU community;
Work with specialists and external strategists to contribute to the design of cybersecurity strategy and delivery of endpoint protection;

Estrie - Eastern Townships (English)


Eastern Townships (English)

2600 College
Sherbrooke, J1M1Z7

Exigences et conditions

Qualifications & Requirements

Bachelors’ Degree in an appropriate field or equivalent experience;
Minimum of 5 years of similar/related experience;
Experience in IT support management (help desk, ITSM software);
Understanding of cybersecurity awareness training needs;
MDM and other endpoint management technologies;
Excellent communication & interpersonal skills;
Excellent management skills and ability to lead and motivate a very technical team;
Eager to learn and implement new tools and methodologies;
Ability to work under stress, proactive with good level of autonomy and self-motivation;
Strong knowledge of English and working knowledge of French.
Project management experience, PMP licence/certification considered an asset;
Microsoft server technologies including Windows Server, Active Directory, Sharepoint, Exchange;
Linux and Open Source software experience considered an asset;
Knowledge of Information Security Management Standards (ex. IEC/ISO 27001, CISSP) and technologies considered an asset
ITIL V4 Foundation considered an asset

Salary Range: M4 ($82,718.39 to $103,395.00) Management position

Avantages sociaux

About BU

Founded in 1843, Bishop’s is a primarily undergraduate university offering an outstanding liberal education in a small, residential setting in Quebec’s Eastern Townships region. Located in Sherbrooke, about 1.5 hour drive southeast of Montreal, the Eastern Townships offers a safe and welcoming atmosphere, exceptional outdoor recreational opportunities, and a great quality of life. We offer our students over 100 majors within five academic divisions: humanities, natural sciences and mathematics, social sciences, business, and education. The language of instruction at Bishop’s is English. Our 550-acre campus contains 25 buildings including seven residences, two libraries, two theatres, outstanding classrooms, laboratory and athletic facilities, an arena, a historic chapel, a music recital hall, and a daycare centre. A duck pond, wildlife refuge, and golf course are also found on campus.
What we Offer:

Medical, vision, health and travel insurance,
Generous vacation as well as a 10-day holiday break between December and January,
flexible scheduling and work from home possibility
employee discounts to our sports center and Golf course
defined benefit and/or simplified pension plan
Employee Family Assistance Plan (EFAP)
Sustainable development and Wellness initiatives
Access to ongoing cultural and educational events

Salary Range: M4 ($82,718.39 to $103,395.00) Management position

Bishop’s University implements an equal access employment / program under the Act respecting equal access to employment in public bodies and welcomes applicants who are committed to upholding the values of equity, diversity, and inclusion and who will assist us expand our capacity for diversity and inclusion. We encourage applications from members of groups that have been historically disadvantaged and marginalized, including Indigenous peoples, visible and ethnic minorities, persons with disabilities, women and LGBTQ2+.

If interested, please submit your curriculum vitae and cover letter, including what position you are applying for to This position will remain open until filled.

Per the Collective Agreement, priority will be given to qualified internal applicants. Please note that only candidates selected for an interview will be contacted and testing may be required; thank you for your interest. We provide support in the recruitment processes to applicants with disabilities, including accommodation that takes into account an applicant’s accessibility needs. If you require accommodation in order to participate as a candidate in the recruitment process, please contact

Date d'affichage :

Date limite pour postuler : 31 mars 2023

Pour obtenir de l'information sur la région et le territoire, contactez votre agent.e :

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