Technical Services Manager, Information Technologies

Position Overview
Information Technologies is currently seeking a Full-time Regular Technical Services Manager.
The University of Calgary is Canada's leading next-generation university a living, growing and youthful institution that embraces change and opportunity with a can-do attitude. Located in the nation's most enterprising city, the university is making tremendous progress on its Eyes High journey to become one of Canada's top five research universities, grounded in innovative learning and teaching and fully integrated with the community it both serves and leads. Ranked as the top young university in Canada and North America, the University of Calgary inspires and supports discovery, creativity, and innovation across all disciplines. This position reports to the Director, Customer Technology
Position Description
Summary of Key Responsibilities (job functions include but are not limited to):

• Provide leadership and supervision to the staff of the IT Deskside team
• Hiring/interviewing and termination within the IT Deskside team
• Incident management and Service Level Agreement of Deskside services
• Responsible for being a customer service and strategic advisor to the Director, Customer Technology Services
• Providing customer service, troubleshooting leadership and mentorship to: staff, student staff and interns working in the IT Deskside team
• The planning and implementation of the units capital budget
• The dissemination of correct and timely information and for appropriate knowledge and training of the staff regarding the tools and resources used across IT Deskside teams
• Direction, configuration, and capacity planning for the unit's own support systems (work order management, Service Centre etc.)
• Epected that this position provides ongoing status reports to Director, Customer Technology
• Act as a strategic partner to the leaders of Faculty, Unit and Departments they support
• Promoting, marketing, and extending the distributed IT Deskside model
• Ongoing development of metrics and the reporting of these metrics to management
• Leading and fostering the development of the staff
• Managing workload, training and scheduling of resources
• Salaries and growth increments, timesheet and vacation approval
• Manages relationship of Deskside services campus wide
• Conducting staff annual performance evaluations, ongoing performance management and discipline of the staff members
• Ownership of direction, process development, and budgets for key deskside programs, services and assets
• The development of project plans, schedules, and estimates
• Act as key resource for providing high level consultation and recommendations for IT solutions that adhere to best practices
• Provide hierarchical escalation of customer service issues and staffing issues, ensuring that the best possible levels of service quality and availability are maintained
• Works closely with all process management personnel; ensuring that Deskside services are aligned with the IT Services Management (ITSM) initiative
• Designs and develops the solutions for complex projects

Qualifications / Requirements:

• Experience applying project management procedures and implementation strategies
• MCSE - Microsoft Certified Systems Engineer
• This position must have the ability and desire to continuously develop skills to meet the requirements of the job
• Experience in a Microsoft Active directory environment
• Bachelor’s Degree required preferably in Computer Science, Information Systems, or an equivalent combination of education, skills, and experience
• Expertise in data storage, file services, hardware and software
• Must be able to work independently and as part of a team
• Working knowledge and skills of incident management, change management, incident control and communication are required
• Experience with budgeting, expense management and contract management.
• Excellent written and verbal communication skills are required
• Knowledge and experience in the ITIL Service Support methodology with the completion of ITIL Certification to foundation level
• Multi-platform experience in PC, MAC, and Linux operating systems
• Significant knowledge and conceptual trouble shooting skills in a variety of hardware, software, and systems integration
• A broad knowledge and understanding of information systems enabling technologies
• Completion of sponsored leadership training, equivalent training and experience to ensure good influencing and facilitation skills
• Knowledge of university core business systems (ERP Systems, Enterprise Reporting and knowledge of the applications used in teaching and learning and an excellent understanding of the culture, structure and operation of the University
• 5-7 years of IT work experience including managing team(s) responsible for desktop support, customer service and/or production support in multi-platform environments
• Experience in managing support operation in a 24x7, multi-site environment
• Experience managing lifecycle and procurement processes related to deskside hardware, software and services
• The ability to handle multiple tasks simultaneously is essential
• Demonstrate sensitivity to the needs and requirements of students, faculty, and staff particularly during high stress periods

Application Deadline: June 23, 2023
We would like to thank all applicants in advance for submitting their resumes. Please note, only those candidates chosen to continue on through the selection process will be contacted.
Additional Information
This position is classified in the Management Career Band, Level 2 of the Management and Professional Staff Career Framework. Management and Professional Staff (MaPS) Positions are currently under review as part of the Alberta Labour Relations Board exclusion review process. Visit the HR website for more information.
To find out more about management and staff opportunities at the University of Calgary and all we have to offer, view our Management and Staff Careers website .
The University strongly recommends all faculty and staff are fully vaccinated against COVID-19.
About The University Of Calgary
The University of Calgary is Canada’s leading next-generation university – a living, growing and youthful institution that embraces change and opportunity with a can-do attitude. Located in the nation’s most enterprising city, the university is making tremendous progress on its Eyes High journey to be recognized as one of Canada’s top five research universities, grounded in innovative learning and teaching and fully integrated with the community it both serves and leads. The University of Calgary inspires and supports discovery, creativity and innovation across all disciplines. For more information, visit ucalgary.ca .
The University of Calgary has launched an institution-wide Indigenous Strategy in line with the foundational goals of Eyes High , committing to creating a rich, vibrant, and culturally competent campus that welcomes and supports Indigenous Peoples, encourages Indigenous community partnerships, is inclusive of Indigenous perspectives in all that we do.
As an equitable and inclusive employer, the University of Calgary recognizes that a diverse staff/faculty benefits and enriches the work, learning and research experiences of the entire campus and greater community. We are committed to removing barriers that have been historically encountered by some people in our society. We strive to recruit individuals who will further enhance our diversity and will support their academic and professional success while they are here. In particular, we encourage members of the designated groups (women, Indigenous peoples, persons with disabilities, members of visible/racialized minorities, and diverse sexual orientation and gender identities) to apply. To ensure a fair and equitable assessment, we offer accommodation at any stage during the recruitment process to applicants with disabilities. Questions regarding [diversity] EDI at UCalgary can be sent to the Office of Equity, Diversity and Inclusion ( [email protected] ) and requests for accommodations can be sent to Human Resources ( [email protected] ).
We encourage all qualified applicants to apply, however preference will be given to Canadian citizens and permanent residents of Canada.