Manager, IT Client Services

JOB OPPORTUNITY
Professionals / Managers & Confidentials - Office of the Bursar/CAO

Posting Date: April 25, 2025
Closing Date: May 11, 2025
Position Title: Manager, IT Client Services
Department: Information and Technology Services
Appointment Type: Continuing
Classification: PM - 3

Salary: Target hiring range: $81,896.68 - $102,370.19 - Range maximum: $127,479.41
Schedule: Full time, Monday to Friday

Victoria University is committed to equity in access to employment and a diverse and inclusive workplace. The University encourages applications from racialized persons/persons of colour, women, Indigenous people, persons with disabilities, 2SLGBTQI+ persons, and others who may contribute to the further diversification of ideas. If you require accessibility accommodation, please contact the Human Resources Department vic.hr@utoronto.ca

POSITION SUMMARY:

Reporting to the Interim Director, Information Technology Services at Victoria University, the Manager, IT Client Services is responsible for overseeing the operations of the integrated IT and Library service desk. The incumbent will ensure the delivery of high-quality technical support and services to students, faculty, librarians, archivists, and staff. This role involves managing daily operations, developing service strategies, and fostering a customer-centric culture within the ITS department, including the efficient resolution of technical and library/archives -related inquiries.

For a copy of the detailed job description, please reach out to vic.hr@utoronto.ca.

KEY JOB RESPONSIBILITIES:

Leadership and Management:

• Manage the Integrated Helpdesk located at the EJ Pratt Library. This will include IT support as well as Library (EJ Pratt, Emanuel College and CRRS) public workstation, scanner, copier, microform and others, including library/archives specific equipment as such sensitizer, security gates, point of sales machines and others.
• Manage and mentor the client services team which includes the IT Support Technician, Multimedia Support Technician, IT Support Specialist, and Systems Technician as well as part-time student helpdesk staff.
• Develop and implement policies and procedures to enhance service delivery.
• Coordinate team schedules to ensure adequate coverage during peak times and special events.
• Plan and oversee the design of classroom technologies including meeting spaces. Liaise with UofT's Learning Space Management (LSM) team to ensure the coordination of classroom support as well as the technology used in the classroom.
• Conduct regular team meetings with the Digital Services Librarian, Chief Librarian and Assistant Director of CRRS or their designate to ensure that proper and timely support is provided to the staff in the libraries and archives as well as the support of software, and hardware used by library and archival staff.

Client Support:

• Ensure timely and effective resolution of technical issues and service requests through ServiceNow.
• Monitor and analyze ServiceNow metrics to identify trends and areas for improvement for the Integrated Helpdesk.
• Maintain a high level of customer satisfaction through proactive communication and follow-up.
• Handle escalated issues and complex technical problems, providing advanced troubleshooting and solutions, including escalations to UofT as well as vendors.
• Develop and maintain a knowledge base of common issues and resolutions to improve efficiency.
• Liaise with the ServiceNow Team to fully develop workflow and other functionality that will make the ticketing system more efficient to VicU users.
• Managed the installation of new equipment as well as purchasing equipment from the University's Vendors of Record.

Strategic Planning:

• Collaborate with the Interim Director of ITS to develop and execute client service strategies aligned with institutional goals.
• Collaborate with the Digital Services Librarian and Chief Librarian to ensure the Victoria University Libraries and CRRS strategies are recognized and supported by Client Services.
• Participate in the planning and implementation of new technologies and services both in the Library and ITS ensuring the smooth integration of IT infrastructure with the Library centric needs.
• Stay current with industry trends and best practices, as they relate to both IT and Library/Archives/Records Management, to continuously improve service offerings as well as enabling technology to help VicU users work more efficiently and effectively.
• Assess and recommend tools and technologies to enhance the client support experience.
• Continually work to mitigate cybersecurity risks in end-user computing, by means of password vaults, security awareness training, anti-virus program, etc.

Collaboration and Communication:

• Serve as a liaison between the ITS department and other campus departments to understand and address their technology and customer needs.
• Meet with the Digital Services Librarian, Chief Librarian, and Assistant Director of CRRS, on a regular basis to ensure that ITS is addressing the concerns of Vic Libraries & Archives, and CRRS, and meeting the Library's needs.
• Facilitate training sessions and workshops for end-users to enhance their technical skills.
• Prepare and present reports on service performance and initiatives to senior management.
• Foster strong relationships with UTL's Information Commons group, vendors and external partners to ensure quality service and support.
• Liaise regularly with UofT ITS group to ensure that VicU is aware of current cybersecurity concerns and are ready to mitigate any risks as it relates to end-user computing.

Operational Management:

• Oversee the use of ServiceNow to ensure all requests are logged, tracked, and resolved in a timely manner.
• Ensure the library's helpdesk function effectively, efficiently and manned accordingly. Provide proper training to part-time student helpdesk staff so they can provide the support that the library clientele needs as well as general inquiries from the University community.
• Ensure that staff are cross-trained and can back each other up as well as provide backup support for the Library Webmaster and for the digitization staff. Implement and manage service level agreements (SLAs) to ensure consistent service delivery.
• Conduct regular audits of client services processes and procedures to identify areas for improvement.
• Manage the inventory of IT assets and ensure proper documentation and tracking.

REQUIRED QUALIFICATIONS:

EDUCATION
Bachelor's degree in Information Technology, Computer Science, or a related field. Graduate degree in Information Studies would be an asset.

EXPERIENCE

• Minimum of 5 years of experience in IT support or client services plus at least 2 years in a supervisory role.
• Experience in a higher education environment would be an asset.

SKILLS

• Strong leadership and team management skills.
• Excellent problem-solving and decision-making abilities.
• Outstanding communication and interpersonal skills.
• Proficiency in IT service management tools and software.
• Ability to work effectively in a fast-paced, dynamic environment.
• Working knowledge of MS Intune, ServiceNow, Sentinel One, 1Password, Office 365 is preferred.

TO APPLY:

Internal candidates are asked to submit their applications online by logging onto Dayforce. Please visit https://www.vicu.utoronto.ca/careers/ and click Internal Opportunities to login and apply.

External Candidates may proceed by clicking "Apply" above.

Victoria University thanks all applicants for their interest, however, only those selected for an interview will be contacted.