Associate Director, IT Client Services

Thompson Rivers University
February 12, 2024
Offerd Salary:$108,131
Working address:N/A
Contract Type:Other
Working Time:Full time
Working type:N/A
Ref info:N/A

Application Restrictions

For Internal Candidates Only

Job Type


Posting In effect from


Closing Application Date


Applications will be reviewed commencing the closing application date and may continue until the position is filled.

Full/Part Time

Full Time

Admin Type


Anticipated Start Date


Position End Date (If Applicable)


The Associate Director of IT Client Services reports to the Executive Director, ITS Operations and Associate CIO. As a member of the IT Department leadership team, the Associate Director participates in the strategic planning for the department and is charged with developing, implementing and leading the operational strategy for the Client Services team.

This position plays a strategically significant role for the University as TRU progresses in its delivery of high-quality flexible education, training, research and scholarship in an increasingly digital environment:

TRU's end users – our department's customers – rely on high-quality digital technologies and a streamlined IT infrastructure for success. They also rely on the IT Client Services team to enable technology and resolve complex technical and multi-disciplinary issues.

The Associate Director of IT Client Services advances strategies, initiatives, processes and operations so that TRU's IT solutions meet the needs of users and draw on the collective knowledge of the IT Department.

The Associate Director provides leadership, direction, coaching and guidance to the Client Services team of IT specialists. They manage the synergies between IT specializations such as hardware, computers, audio-visual, ITSM (IT service management), ITAM (IT asset management), MS Entra and communal AI to provide comprehensive IT solutions and a seamless end-user experience. They also ensure the necessary competencies exist within the team for agile service delivery in a rapidly evolving digital environment.


  • Participates in the development of the Department's strategic plan and collaborates with senior management to ensure consistent high-quality service delivery across the University.
  • Cascades the strategic plan down to the Client Service team by developing operating strategies and objectives that align with the department's vision and strategic goals.
  • Manages synergies between the technical specialization areas to streamline effective and efficient IT support in areas such as hardware, computers, audio-visual, ITSM (IT service management), ITAM (IT asset management), MS Entra and communal AI.
  • Develops, implements and manages systems and processes that draw on the Department's collective knowledge to address complex technical IT concerns.
  • Develops, implements and manages operational standards, procedures, and best practices for IT Client Services that allow for agile and seamless service delivery of IT support to meet the business needs of customers and adapt to existing and emerging digital technologies and AI.
  • Manages all aspects of the specialized professional technical Client Services team including but not limited to hiring, staffing, performance management and goal setting.
  • Provides direction, leadership and guidance to the Client Services team.
  • Ensures the Client Services team has the requisite knowledge and resources to function as the first point of contact for all student, staff, faculty and others.
  • Establishes practices and procedures that foster an inclusive, stimulating and engaging high-performance and collaborative work environment.
  • Facilitates collaboration of the Client Services team with the broader IT Department.
  • Manages relationships across the University at all levels on behalf of the Client Services team.
  • Proactively seeks opportunities to enhance customer satisfaction and facilitate the delivery of services that meet customer expectations.
  • Manages the core functionality and Information Technology Service Management (ITSM) solution.
  • Leads the design, management, improvements, and support for the ITSM solution with a goal of continuously improving services to meet the Department's strategic goals and objectives and those of the University.
  • Leads the development, implementation and maintenance of an IT asset management process, ensuring appropriate systems to track the status of ITS assets across their lifecycle and ensure the assets are accounted for, deployed, maintained, upgraded, and disposed of.
  • Develops, implements and manages quality assurance processes for IT service delivery ensuring key performance indicators (KPI) and service level agreements (SLAs) are incorporated.
  • Manages the deployment, maintenance and security of end-user TRU owned equipment and Campus multimedia equipment, enhancing, and supporting end- user experience.
  • Prepares and manages the IT Client Services financial budget to ensure resources are allocated effectively to meet the University's needs while optimizing costs.
  • Contributes to the advancement and optimization of TRU's IT ecosystem by evaluating existing solutions, tools, technologies and methods and providing expert advice and recommendations.
  • Manages risk and compliance by implementing and enforcing security policies to ensure compliance with TRU regulations and data privacy standards and other established policies, procedures and practices, as it pertains to end-user equipment and services
  • REPORTS TO Executive Director, ITS Operations and Associate CIO



  • A university degree from a recognized Computer Science program supplemented with at least 5 years of relevant, progressive experience leading IT client services teams that deliver end-user satisfaction.
  • Certifications in relevant specializations such as ITIL and/or project service management (PMP) are an asset.
  • Demonstrated experience leading operational programs, services and initiatives.
  • Demonstrated experience developing and implementing processes for continuous improvement.
  • Effective leadership, management and delegation skills.
  • Excellent communication and interpersonal skills, with the ability to build effective relationships at all levels.
  • Ability to maintain expert-level technical knowledge and remain current with emerging technological trends, as well as apply and transfer knowledge.
  • Ability to develop, implement and manage long and short-term strategic and financial plans and budgets.
  • Pay Band

    $108,131.00 - $121,319.00 ( Admin Pay Band CH )


    Kamloops, BC CA (Primary)

    # of Hires Needed


    Organizational Unit

    Thompson Rivers University -> Information Technology Services -> IT Client Services

    Diversity and Inclusion Commitment:

    Thompson Rivers University is strongly committed to hiring based on merit with a focus on fostering diversity of thought within our community. We welcome those who would contribute to the further diversification of our staff, our faculty and its scholarship including, but not limited to, women, Indigenous, Black and People of Colour, persons with disabilities and persons of any sexual orientation or gender identity. Please note that all qualified candidates are encouraged to apply, however applications from Canadians and permanent residents will be given priority.

    NOTE: To learn more about Thompson Rivers University or living in Kamloops or Williams Lake please visit our Careers website. External Candidates invited to interview will be required to bring a copy of their transcripts to the interview.

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