Senior Manager, Client Services

Date Posted: 08/05/2022
Req ID:26350
Faculty/Division: Faculty of Arts & Science
Department: Information and Instructional Technology
Campus: St. George (Downtown Toronto)

Description:

About Us

The Faculty of Arts & Science is the heart of Canada’s leading university and one of the most comprehensive and diverse academic divisions in the world. The strength of Arts & Science derives from our combined teaching and research excellence in the humanities, sciences, and social sciences across 29 departments, seven colleges and 46 interdisciplinary centres, institutes and programs.

We can only realize our mission with the dedication and excellence of engaged staff and faculty. The diversity of opportunities and perspectives within the Faculty reflect the local and global landscape and the need for curiosity, innovative thinking and collaboration. At Arts & Science, we take pride in our legacy of innovation and discovery that has changed the way we think about the world.

The Faculty’s Divisional IT team, Information and Instructional Technology (IIT) is a crucial source of support for teaching, research, and administrative operations. We are a high volume, collaborative, service focused team, supporting the day-to-day IT needs for numerous Faculty units and work with local, departmental IT teams as well as institutional IT partners to deliver and support technology initiatives which have included Microsoft 365 services including SharePoint, Multi Factor Authentication, Learning Management Engine and VoIP. Core functions include Infrastructure-Server/Networking & Data Centre, Client Services Teaching Technology and End User Technology Support, Product & Delivery Services and Applications & Development.

Your Opportunity

The Senior Manager, Client Services is a critical leadership role which establishes partnerships and collaborates across units to drive proactive service focused IT support.

The Senior Manager will lead a tiered, multi-faceted, information technology support group for Arts & Science administrative and academic units. The incumbent will provide exemplary leadership to a team of highly available, technically savvy, people-centric individuals who are cognizant of the essential, confidential, complex and often time-sensitive work performed by the supported units and individuals. Working collaboratively with technology and business leaders, the incumbent will also oversee daily support operations and the implementation of new support services including end user, shared space, Microsoft 365 and other collaborative technologies.

The Senior Manager will also be responsible for end user technology solutions, including championing a continued IT Service Management implementation, understanding technology and client requirements and interpreting those requirements into an actionable strategic plan for continuous IT re-visioning and modernization. The incumbent will guide optimal, security focused solutions – technical, process, and/or people-focused – and assist in prioritizing projects, ensuring that projects align with the technology that best provides optimal utility in support of the Faculty’s strategic IT objectives.

Qualifications Required:

I. EDUCATION:

University degree in business management, engineering or computer science, or relevant combination of education and experience; certification in recognized service methodologies such as ITIL, and Project Management Professional (PMP).

II. EXPERIENCE:

10 years direct related work and technical leadership experience in high-volume, client-focused/client-success environments using IT Service Management (ITSM) principles, tools and guidelines, including knowledge frameworks and the implementation of end user technologies

Proven experience in end-to-end HR management of large operational support teams, including performance management and goal setting.

Strong competency in Level 2/3 technical and service desk/support center management including intake management, call routing and escalation management

Strong technical aptitude, expertise and oversight for modern workplace solutions, mobile devices, Windows and Mac environments; device management strategy including imaging, procurement and deployment; end user technology including collaborative “AV” technology and support of shared spaces; Microsoft 365 services and technologies including 365 Mail, mobility and security, Active Directory, Azure AD, SharePoint, MS Teams, OneDrive for Business, Collaboration, etc.

Experience in a University environment, particularly in senior administrative settings, a strong asset.

Experience with audio and visual systems and conferencing solutions including Crestron and space management.

Proven experience negotiating with service providers, establishing and monitoring service level agreements.

Very strong project management, oral and writing skills and ability to produce high-quality communications materials.

Strong understanding and experience with cybersecurity management, access and security operations management.

Knowledge of business analysis techniques and related industry best practices is considered an assessed.

III. SKILLS:

Exceptional emotional intelligence and influencing skills.

Proven people and relationship manager.

Able to build an exceptional and dedicated support team.

A strong communicator who will establish regular and consistent communications with the stakeholders, advising on projects, performance, and opportunities for advancing services.

Experience working both independently and in a team-oriented, collaborative environment is essential.

Can conform to shifting priorities, demands and timelines through analytical and problem-solving capabilities.

Ability to elicit cooperation from a wide variety of sources, including upper management, clients, and other departments.

Adept at executing projects and conducting research into project-related issues and products.

Must be able to learn, understand, and apply new technologies.

Ability to effectively prioritize and execute tasks in a high-pressure environment is crucial.

IV. OTHER:

Excellent decision making and negotiating skills.

Proven ability to interact with and present to senior leaders at all levels.

Closing Date: 08/29/2022,11:59PM ET
Employee Group: Salaried
Appointment Type: Budget - Continuing
Schedule: Full-Time
Pay Scale Group & Hiring Zone: PM 6 -- Hiring Zone: $116,938 - $136,427 -- Broadband Salary Range: $116,938 - $194,897
Job Category: Information Technology (IT)

.buttontext00b26598368a4abe a{ border: 1px solid transparent; } .buttontext00b26598368a4abe a:focus{ border: 1px dashed #25355a !important; outline: none !important; }

All qualified candidates are encouraged to apply; however, Canadians and permanent residents will be given priority.

Diversity Statement

The University of Toronto is strongly committed to diversity within its community and especially welcomes applications from racialized persons / persons of colour, women, Indigenous / Aboriginal People of North America, persons with disabilities, LGBTQ2S+ persons, and others who may contribute to the further diversification of ideas.

As part of your application, you will be asked to complete a brief Diversity Survey. This survey is voluntary. Any information directly related to you is confidential and cannot be accessed by search committees or human resources staff. Results will be aggregated for institutional planning purposes. For more information, please see http://uoft.me/UP.

Accessibility Statement

The University strives to be an equitable and inclusive community, and proactively seeks to increase diversity among its community members. Our values regarding equity and diversity are linked with our unwavering commitment to excellence in the pursuit of our academic mission.

The University is committed to the principles of the Accessibility for Ontarians with Disabilities Act (AODA). As such, we strive to make our recruitment, assessment and selection processes as accessible as possible and provide accommodations as required for applicants with disabilities.

If you require any accommodations at any point during the application and hiring process, please contact uoft.careers@utoronto.ca.

Job Segment: Project Manager, Relationship Manager, Service Desk, Business Manager, Performance Management, Technology, Customer Service, Human Resources, Management