Reporting to the Director, Information Technology Services (ITS), the Manager, IT Campus and Client Technology Services plays a critical role in establishing and supporting the culture of providing exceptional customer experiences for the Sheridan community.
The incumbent provides direct leadership and management to the IT Campus Operations and Audio Visual Systems service portfolios and teams across all campus locations and is accountable for their overall portfolio of services including the provision of services, service operations, service level management (user experience and usability of services), project sponsorship and IT Services representation. The incumbent is also accountable for continual service improvement activities within there assigned service portfolio including gathering service related data to make informed decisions.
Through collaboration with Computing services portfolio, the incumbent manages the End-user management and operations of the Colleges end user devices and peripheral equipment which includes but not limited to laptops, desktops, printers and their management environments.
The incumbent is also responsible for leading and managing staff, budget, and projects; Assists administrative and academic divisions through business relationship management methodologies to ensuring customer satisfaction and service excellence; Is a point of escalation for IT incidents / problems within their service portfolio for the Sheridan community.

THE SUCCESSFUL CANDIDATE WILL ALSO POSSESS THE FOLLOWING QUALIFICATIONS:

• Must possess a minimum 4-year bachelor’s degree or a 3-year diploma/degree + either a post graduate certificate in Information Technology, Customer Service, Business or a related field. (equivalencies to be considered)
• Must possess a minimum 7-years of progressive and relevant IT experience including customer service and leadership / supervisory experience.
• Must possess a certification in ITIL foundations or COBIT
• Must possess extensive knowledge of current IT and communication technology trends, products, and service delivery processes.
• Must possess in depth knowledge of end-user computing and educational technologies; Ability to relate technologies to customer and business requirements.
• Must possess sound knowledge of asset management practices.Must have Facilitation and Business Analysis skills.

WHO WE ARE

Every member of the Sheridan community is passionate about the transformational role we play in people’s lives. Our strategic plan, Sheridan 2027: Forging the Future (https://www.sheridancollege.ca/sheridan2027), charts a path towards a new ground-breaking model of higher education that reshapes post-secondary education and better prepares students for the future. We are committed to demonstrably advancing equity, diversity, and inclusivity. Diversity is our strength and fuels our commitment to excellence. Across our campuses, we’re making meaningful strides towards developing an equitable and inclusive community.

• For more information, visit: Why Work at Sheridan

WHAT YOU’LL BE DOING

• Providing direct leadership and oversight to the IT Campus Operations team (tri-location) portfolio and the Audio Visual Systems team portfolios. Through dotted line reports is accountable for the End-user Computing service portfolio including the management and operations of the Colleges end user devices and peripheral equipment.
• Ensuring the service portfolios are fit for use and fit for purpose; the design and delivery of scalable, cost effective, secure technology solutions including the platforms and supporting infrastructure of assigned service portfolios; and aligns to the overall Sheridan College technology roadmap; the documentation and artifacts that extend technology capabilities within the assigned service portfolios is current and executed to ensure that products are patched and remain current with the vendor’s product roadmap and aligned with the requirements of the business.
• Providing people leadership and general administration by building professional capacity through effective recruiting, selection, development, mentoring/coaching, workflow/goal setting and ongoing performance management and evaluation (including discipline, grievances, terminations) as required. Encouraging an organizational culture that enhances learning and growth; Engaging others in professional development and currency in their discipline; Leading by example.
• Developing, monitoring, and administering department budgets within allocated resources; optimizes financial performance.
• Representing the department and the IT division on external project teams and also leading internal project teams in area of IT service delivery. Developing project plans and budgets; managing project scope and project resources; influencing project members and stakeholders to complete project tasks or gain “buy-in”; employs business analysis and design thinking to bridge gaps between business needs, user needs/experiences and technology or service design.
• Participating on the CAB (Change Advisory Board) to assess and evaluate IT changes and their benefit to the Sheridan community and customers. Identifying the contributions that technology offers to business objectives. Balancing customer needs, business requirements and Information Technology department objectives that support Sheridan’s organizational needs as well as the needs of students and faculty.
• Ensuring customer view and experience are on the forefront of every engagement and its subsequent reflection in their day-to-day work and the continual improvement of department process and services. Promoting consistent delivery of services across all campuses. Developing new procedures, support tools and/or operational processes to improve service. Developing change management strategies and works with stakeholders to drive adoption and manage resistance to new technology and processes within Sheridan business units.
• Participating in on-call rotation as the primary IT Crisis Manager for after hoursOther duties as assigned.

Every member of the Sheridan community is passionate about the transformational role we play in people’s lives. Our strategic plan, Sheridan 2027: Forging the Future (https://www.sheridancollege.ca/sheridan2027), charts a path towards a new ground-breaking model of higher education that reshapes post-secondary education and better prepares students for the future. We are committed to demonstrably advancing equity, diversity, and inclusivity. Diversity is our strength and fuels our commitment to excellence. Across our campuses, we’re making meaningful strides towards developing an equitable and inclusive community.

• For more information, visit: Why Work at Sherida