Manager, IT Client Services

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;

Date d'affichage : 09 mars 2023

Date limite pour postuler : 31 mars 2023