Manager, IT Service & Support

StFX is a top-ranking Canadian university, and we are seeking a Manager, IT Service & Support to join our IT Services team reporting to the Director, IT Services. The Manager, IT Service & Support is responsible for the management and operations of the IT Help Desk, Technology Consulting Services, classroom AV technology, computer labs and Academic Technology (Moodle LMS). As part of the IT Services management team this position is responsible for technology planning and operational activities including developing long-term plans for institution-wide technology initiatives, development of an annual department business plan, professional development planning, and identifying requirements for and researching solutions to technology issues. The Manager, IT Service & Support is responsible for developing innovative solutions and being proactive in the improvement of the client experience.

Responsibilities:

  • Management of team operations including staff management, issue resolution, and performance reviews.
  • Development, communication, and execution of an annual IT Service business plan as part of the IT Service management team, providing regular updates on plan progress.
  • Proactive improvements to the overall IT service experience for users by developing policies and procedures with senior management and staff.
  • Leading the planning and implementation of IT Service & Support projects including development of project documentation, coordination of team activities, budget, and reporting.
  • Operational policy and process development, implementation, and monitoring.
  • Operational budget management for areas of responsibility including planning and monitoring, invoice submission, credit card monitoring and reporting and annual budget submissions and projections.
  • Procurement of technology equipment and services and assistance in RFP development and establishment of service agreements.
  • Development and maintenance of relationships with internal and external service providers.
  • IT Service communications including service updates and bulletins, training materials, etc.

Qualifications/Skills:

  • A Bachelor’s degree in a related field.
  • Seven+ years progressive experience in IT support or related field
  • Experience managing IT support teams
  • Experience with Moodle or other learning management system administration
  • Budget management and reporting
  • Experience in a University environment is considered an asset
  • Strong organizational skills and excellent interpersonal skills.
  • Strong work ethic and proven success working in a team environment
  • Excellent written and oral communication skills.
  • Ability to handle multiple projects and meet deadlines.
  • Experience working and interacting with clients is essential

Closing date for applications is Friday, November 19, 2021 by 1pm. To express your interest in this role, please direct your application including detailed resume in confidence to:

Human Resources, St. Francis Xavier University
Email: careers@stfx.ca

Only those selected for an interview will be contacted. Preference will be given to Canadian citizens and permanent residents. StFX respects diversity and welcomes applications from visible minority group members, women, Indigenous persons, persons with disabilities, members of sexual minority groups