Application Restrictions
For Internal Candidates Only
Job Type
Administrative/Management
Posting In effect from
29/1/2024
Closing Application Date
12/2/2024
Applications will be reviewed commencing the closing application date and may
continue until the position is filled.
Full/Part Time
Full Time
Admin Type
Ongoing
Anticipated Start Date
19/2/2024
Position End Date (If Applicable)
DUTIES
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.
MAJOR RESPONSIBILITIES
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
QUALIFICATIONS
REQUIRED KNOWLEDGE/SKILLS
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 )
Location
Kamloops, BC CA (Primary)
# of Hires Needed
1
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.
