Manager IT Client & Support Services

Reporting to the Associate Director, IT Services, the Manager IT Client & Support Services is responsible for managing the implementation and support of all client facing, IT technology as well as daily management and oversight of all functions of the corporate IT Servicedesk.

• Post secondary degree or diploma in Computer Science or other Information Technology related field.

• Equivalent combination of education and experience may be considered.

• Minimum of 10 years’ experience in IT in a medium to large organization of a complex diverse nature.

• Minimum of 7 years in IT management and project planning with 3-5 years in a leadership/supervisory role.

• Experience leading the procurement of IT solutions and services through competitive means such as RFPs, Tenders etc.

• Experience managing the IT Servicedesk or Helpdesk in a medium to large organization, utilizing a leading enterprise level IT Service Management (ITSM) tool (ServiceNow, BMC Remedy, ZenDesk, etc..).

• ITIL Certification is preferred.

• PMP Certification is considered an asset.

• Experience managing within the public sector is preferred.

• Provides daily management and oversight of the work belonging to a team of Tier 2 and Tier 3 Client Support Analysts as well as the Client & Support Services architect.

• Ensures performance, availability, reliability and security of end-user technology, end user training, maintenance and upgrades.

• Provides technical leadership, expertise, guidance and support to all customers (Staff, Senior Management, Corporate Leadership Team and Regional Council members) ensuring that the timely resolution of any issues and requests made to IT is occurring.

• Oversees management of our enterprise class, software deployment and device management tools.

• Implements policies and procedures to improve desktop support services and ensure compliance with security and regulatory requirements.

• Oversees the maintenance and upgrade of hardware and software systems, ensuring they are up-to-date and functioning properly in an appropriate life cycle.

• Maintains an appropriate asset inventory of all end user IT hardware and software.

• Manages vendor relationships and oversees the purchase of new equipment and software through appropriate procurement vehicles.

• Manages and coordinates large-scale projects, such as office-wide hardware upgrades or software deployments, Audio Video installations, Managed Print Services, Mobile device and equipment refreshes.

• Coordinates third party vendor activities, ensuring standards, policies and procedures are followed, monitoring compliance with requirements set out under the contract, maintaining records and providing reports on progress and issues.

• Manages a team of IT Servicedesk Analysts in providing high-quality customer service and support as a first point of contact for all IT related issues.

• Ensures that the IT Servicedesk team meets established service level agreements (SLAs) and provides a level of high-quality IT support.

• Acts as an escalation point for complex technical issues and ensuring timely resolution of incidents and problems.

• Develops and enhances phone/ticket escalation processes to ensure efficient information flow and issue resolution.

• Oversees the management and use of the corporate, enterprise class. ITSM Tool, planning upgrades and recommending improvements to various ITSM processes where possible.

• Acts in the role of IT Change Manager, ensuring that all IT Change requests are adequately monitored , approved and closed within the corporate ITSM tool.

• Monitors and reports on service desk performance, identifying trends, and implementing improvements where possible.

Develops, manages and maintains effective working relationships and communications with Council, Corporate Leadership Team and Senior Management Team members, Regional departments, ABC’s and Shared Services partners to build consensus, resolve issues and complaints and ensure business needs are addressed with the appropriate IT-based technology solutions. (15% of time)

Manages people resource planning for the division or operating unit, determining ideal organizational structures, identifying desirable role and skill mix requirements and ensuring ongoing work quality and deliverability of results. (10% of time)

• Enables results with the organization’s human capital strategy to foster employee engagement.

• Directs and provides leadership for the activities and coaching of direct reports, providing work direction, setting priorities, assigning tasks/projects, determining methods and procedures to be used, resolving problems, ensuring results are achieved, and managing staff recruitment, performance, and skill development activities

• Ensures alignment and coordination of activity and quality of output between teams under their direction

• Ensures focus is service excellence, communication/transparency, innovation, and data integrity and work flow integration.

• Ensures staff has the information and resources to make successful plans and decisions.

• Ensures all people related issues, including recruitment, grievances and labour relations issues, are aligned to HR and Corporate standards and practices.

• Helps to break down barriers to employee success, ensuring collaboration and cooperation with other teams within their division and department

• Ensures Occupational Health & Safety policies, programs and practices are implemented, and maintained. This includes workplace inspections, monitoring, accident reporting and investigations, and ensuring any observed hazards or lapses in the functioning of OH&S processes, and other OH&S concerns are responded to promptly.

• Ensures all individuals under supervision have been informed of hazards and instructed on the necessary risk control and emergency response measures;

Develops, manages, and administers annual and multi-year Capital and Operating budgets for the operating unit ensuring support of Council’s objectives, financial transparency and accountability, monitoring budget adherence, identifying and explaining variances, and financial reporting is effectively managed in compliance with corporate financial policies. Ensure goods and services are acquired in accordance with the procurement policy. Authorize, and administer the acquisition of goods and services for the operating unit and direct reports in accordance with the procurement policy and procedures. (10% of time)

Perform other related duties and responsibilities as assigned or required.

• In accordance with the Corporate Criminal Record Check Policy, the position requires the incumbent to undergo a Criminal Records Check and submit a Canadian Police Clearance Certificate.

• May be required to support emergency operations under the incident management structure, at the direction of the Emergency Operations Centre Director

• Regional staff strive to enable the strategic priorities of council and the organization through the completion of their work. Staff carry out their work by demonstrating the corporate values.

• Must maintain ability to travel in a timely manner to other offices, work locations or sites as authorized by the Corporation for business needs.