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Faculty/Department: Information Technology
Employee Group: Administrative
Campus: Trafalgar (May be assigned activity at any Sheridan Campus)
Reference Number: 18/A/105
Hiring Range:$ 109,010 - $115,824
Salary Range:$ 109,010- $136,263
Application Deadline: December 16, 2018
Reporting to the Director, IT Services the Campus IT Manager plays a critical role in establishing and supporting a continuous IT service improvement culture across all campuses working in collaboration with the Davis and HMC Campus IT Managers and the IT Service Desk Manager.
The Campus IT Manager provides direct leadership and management of IT Support Services at a designated campus (in this case Trafalgar) and is accountable for IT service provision including customer experience and the viability of services. They strive to manage the customer’s expectations as their Business Relationship Manager and Faculty liaison ensuring that requests are fulfilled to optimally meet requirements for services and solutions.
The IT Support team, led by this position, supports and deploys technology devices to students, staff and faculty and maintains technology in all learning spaces such as classrooms, the Learning Commons and study rooms. Support is also provided to the organizations administrative staff in offices, meeting rooms, lecture halls and for special events. The Campus IT Manager is a point of escalation for IT specific incidents or problems on their campus and works collegially to resolve and mitigate issues effectively and appropriately.
The Campus Team Lead as well as Tier 1, Tier 2, Part-time and Coop staff report directly into this role and rely on the manager to provide support, guidance and to model service excellence. The Campus IT Manager represents their team and campus as a member of the IT Leadership team and implements the strategic direction initiatives decided upon by that team in accordance with the Sheridan Integrated Plan. They also assist the Sheridan community with the selection of appropriate technology solutions to solve business problems that support the organizations overall goals and the success of the business area.
Specific Responsibilities Include:
- Develops unit’s strategic and operational plans and aligns resources to deliver on organizational priorities while adhering to the allocated budget in a fiscally responsible manner.
- Manages IT Support Services team (Team Lead, Tier 1, Tier 2) which includes the support of Sheridan’s end-user computing environment --desktop and laptop computers, printers, conferencing equipment, instructional equipment, other end-user devices and audio visual technology -- for use in a variety of settings (e.g. classroom, boardroom, office, conference centre, lecture halls).
- Through ongoing interaction with the community identifies contributions that technology can offer to meet customer objectives. The Campus IT Manager aligns customer requirements with business needs to achieve a balanced technical solution.
- Sets standards for performance of services ; Develops, monitors and improves service processes.
- Provides leadership, guidance and direction to staff; Optimizes staff and department performance through ongoing professional development of staff, one on ones and coaching.
- Ensures that the operational assignments of the team are carried out consistently with Sheridan policies and procedures and in accordance with the Collective Agreement.
- Represents the IT department as required for internal and external projects acting as a stakeholder, project manager or subject matter expert as defined by the project.
- Works with customers to effectively elicit business requirements and uses design thinking to bridge gaps between business needs, customer needs and service design.
- Provides technical consulting services as a strategic partner to the Sheridan community.
- Stays current with rapidly changing and complex technology trends, issues and developments to provide relevant technical advice.
- Monitors organizational goals, assesses the impact on customer requirements and services, and works as a change agent to move services and requests forward.
- Manages internal client expectations and keeps clients informed of systems, processes and developments;
- Performs other projects, duties and initiatives as assigned.
- The successful candidate will possess a 3-year college diploma or 3-year university degree in Information Technology, Customer Service, Business or relevant field;
- ITIL Foundations/COBIT service management certification is required;
- Practical experience and certification in Project Management, Business Analysis and Change Management is preferred;
- Minimum 7 years supervisory/ leadership experience – i.e. leading technical teams, projects or a combination of both;
- Demonstrated commitment to continuous learning in their field;
- Ability to manage complex, large-scale service operations across multiple locations;
- Extensive knowledge of current IT and communication technology trends, products and service delivery processes. In depth knowledge of end-user computing and educational technologies;
- Sound knowledge of asset management practices related to IT Service Management;
- Project Management, Facilitation and Business Analysis skills;
- Understands process re-engineering and continuous improvement techniques;
- Proficiency with desktop applications to prepare reports, metrics, project plans, and presentations;
- Outstanding customer service orientation and practice
- Sound knowledge of asset management practices;
- Experience synthesizing needs of a diverse, evolving customer base;
- Empathetic leader with strong interpersonal and communication skills who can be an advocate for their staff and customers alike;
- Strong negotiation, analytical, problem solving, planning, time management, and organizational skills.
Please apply online: https://careers-sheridancollege.icims.com
Sheridan welcomes diversity in the workplace and encourages applications from all qualified individuals, including visible minorities, Indigenous People, and persons with disabilities. In accordance with the Accessibility for Ontarians with Disabilities Act (AODA), Sheridan is committed to accommodating applicants with disabilities throughout the hiring process. At any stage of the hiring process, Human Resources will work with applicants requesting accommodation.
Note: Copies of educational credentials are requested at the time of an interview. As a condition of employment, Sheridan requires confirmation of educational credentials in the form of an official Canadian transcript or an official evaluation of international credentials which determines Canadian equivalency.