Supervisor, Classroom Technology Jobs

SAIT’s Information Technology Services department handles all software and hardware needs, as well as technological and networking issues for both employees and students who rely heavily on computer systems across our campuses. Technical support — which includes help with computer hardware and software technical problems, email, audio-visual needs and more — is available to everyone at SAIT, whether the problem occurs at home or on-campus.

The Opportunity

This position is responsible for overseeing the operations of the Information Technology Services (ITS) Application Specialist team and ensuring appropriate levels of support are achieved. In addition, the incumbent is responsible for escalating technical issues, collaborating with other support teams, customers, and implementing classroom technology solutions.

The Role

• Annual organization of the campus wide computer lifecycle process.
• Staff supervision. Performance reviews, succession planning, training, goal setting, set priorities, recruiting, setting schedules, approving time off and time sheets
• Work with schools to advise and plan for IT upgrades, RFPs and regular maintenance and requirements that support curriculum delivery.
• Oversee projects relating to ITS Classroom Technology group.
• Oversee the support team’s daily activities and performance
• Oversee technology in classrooms across all SAIT’s campuses including desktops and peripherals and their IT adjacent hardware, enterprise and designated applications
• Ensure common issues and system configurations are documented in the knowledge base and user self-serve guides.
• Coordinate and delegate resources to resolve complex technical issues that have been escalated by the Service Desk or other ITS teams
• Collaborate with other managers and supervisors in ITS to establish and maintain a current service catalogue defining problem resolution expectations and timeframes.
• Advise and assist vendors in delivery of their products and services to the campus
• Ensure that the workplace operations are aligned with institutional policies and procedures including health and safety requirements
• Work closely with other managers and supervisors in the ITS team to identify areas of improvement and escalation of issues.
• Ensure professional and prompt response of escalated IT service tickets by Academic Application Specialists
• Conduct performance management, coaching and mentoring of staff, including professional development plans, laddering opportunities, and recognition.

Qualifications

• Excellent organizational and time management
• 2-Year Post Secondary Diploma in Information Systems or relevant industry experience
• Demonstrated leadership qualities
• Strong communication, both written and verbal
• Leadership / Supervisory training
• 7+ years of technical experience in a post-secondary environment
• 4-Year Post Secondary Degree in Information Systems or relevant industry experience
• Demonstrated ability to communicate with users in general and under high-pressure circumstances
• 5+ years of technical experience
• General technical knowledge and troubleshooting skills on computer software and hardware, and other educational technology
• Proven ability to react quickly under high levels of support requests and adjust priorities accordingly
• Experience in developing and deploying IT best practices, policies, and processes
• Demonstrated ability to motivate and direct technical support staff on technical tasks
• 3+ years of supervisory experience with demonstrated supervision of a technical support team
• Experience with IT Service Management Software\Ticketing Systems
• Minimum Required
• ITIL Foundations required
• Preferred
• Experience in managing Service Desk incidents equests

Job classification: Supervisor

Hours Per Week: 37.5

Posting closing date: July 16, 2023

About SAIT

SAIT is a global leader in applied education. Named one of Alberta’s Top Employers, we offer the chance to work with a purpose — preparing the next generation of industry leaders, entrepreneurs, advocates and explorers.

Building on our 100+ year history, we’re looking for innovative, bold and collaborative employees who embrace change and deliver world-class customer experiences. Your future starts now at SAIT.

Equity, diversity and inclusion (EDI) is essential to achieving SAIT’s vision to be a global leader in applied education. It creates the conditions for a healthy campus where everyone feels welcome, respected and empowered to succeed. SAIT values fairness, shared accountability and the importance of representation. The institution expects a commitment from its students and employees to continuously develop an equitable and inclusive mindset that celebrates diverse experiences and perspectives. Learn more about EDI at SAIT.

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