Senior Manager, IT Client Care

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Job Type:

Employee

Duration in Months (for fixed-term jobs):

12

Job Family:

IT Infrastructure and Systems

# of Open Positions:

1

Faculty/Service - Department:

IT Services and Infrastructure

Campus:

Main Campus

Union Affiliation:

N/A

Date Posted:

October 15, 2024

Applications must be received BEFORE:

October 26, 2024

Hours per week:

35

Salary Grade:

Non-Union Grade NM2

Salary Range:

$112,957.00 - $140,190.00

About Information Technology:

Information Technology is a dynamic and collaborative environment. We are focused on prioritizing and optimizing technological investments that facilitate the best student experience, as well as the activities of faculty, researchers and staff. Our greatest strength are the people working with us. People like you, professionals eager to flex their intellectual muscle and achieve new heights in their career. Working here gives you access to a great IT environment, rich with a diverse range of platforms, products, and services. This is a place where innovative ideas are welcome.

In a nutshell: working here is challenging and rewarding. It’ll bring out the best of you. We want people that have the drive to advance IT in higher education. We have the technologies to keep your inner fires burning, and benefits that can help you sustain a better lifestyle. And all this minutes away from gyms, the Byward Market, downtown, and the Rideau Canal at lunch time for runners and skaters.

Position Purpose
Reporting to the Senior Director, Infrastructure and Operations,  the incumbent oversees and enhances the delivery of IT support services, ensuring a seamless, client-focused experience for all university stakeholders. Responsible for managing the IT Client Care Centre of Excellence, coordinating efforts across multiple IT teams throughout the university to provide timely and effective solutions to technical issues. The Senior Manager will drive the development of client service standards, oversee staff training and development, and work closely with academic, administrative, and research units to ensure the IT support aligns with their evolving needs. The role demands a leader with a strong customer service mindset, exceptional problem-solving skills, and the ability to foster collaboration in a complex, dynamic environment.

In this role, your responsibilities will include:

• Business Case Preparation: Collaborates with client managers to identify new business needs and other opportunities for technology to be applied to solve business problems, increase administrative efficiency and lower administrative costs, and improve services.  Evaluates the technical, economic, and operational feasibility of different approaches to solving business problems. Develops project proposals. 
• Business Process Analysis and Design: Oversees the design of complete solutions to complex business problems using expert knowledge of technology, business process analysis techniques, business process re-engineering, and workflow analysis. Applies the concepts and principles of change management, ensures that appropriate communication strategies are put in place with respect to new projects and business process changes.
• Change Management: Ensures that appropriate change management strategies are in place for all supported applications.  Ensure that appropriate maintenance and support services are available for supported applications. Addresses escalated clients’ concerns.
• Methods, Tools, Techniques, and Standards: Stays abreast of new technology, work methods, and techniques associated with all aspects of computing.  Proactively researches technologies and tools that are of potential interest to the University; conducts formal evaluations of new products and builds business cases for the acquisition of new tools where appropriate.  Defines or participates in the definition of the methodology and standards for systems development. Implements mechanisms to ensure that staff understands and follows the methodology and standards. 
• Communications:  Regularly writes official documents relating to technical subjects or to complex business processes for middle and senior management or for external consumption (e.g. product evaluations, project proposals, project charters, requests for infor