Manager, IT Operations

at  Douglas College

WORK ARRANGEMENTS

This temporary full-time position is available from September 16, 2024 – March 31, 2025. Regular hours of work are 8:30 am -4:30 pm, Monday to Friday. Occasional travel between Douglas College’s locations as required.
Douglas College (DC) is committed to supporting a healthy work/life balance for Employees. As per the DC Administration Policy A70 Work from Home, College employees may be eligible to work from home on a part-time basis, subject to operational requirements and approval by their Responsible Administrator (RA).

WHAT DOUGLAS OFFERS

DO what you love. Be good at it. That’s how Douglas College defines a great career. It’s a philosophy that resonates through our classrooms, our offices and our boardrooms. It inspires our students and drives us to make Douglas College one of BC’s Top Employers. We love what we do. And we’re looking for passionate, motivated people to join us in making one of Canada’s best colleges even better.

THE ROLE

Under the general direction of the Associate Director, Infrastructure Services and Operations, the Manager, IT Operationsplans, develops, implements, administers and evaluates the effectiveness of user services provided through Information Technology Services (ITS). The Manager works with all areas of the College to promote, facilitate and support the effective use of educational and information technologies, and has primary responsibility for the delivery of endpoint hardware and software to academic and administrative clients.

RESPONSIBILITIES

The Manager, IT Operations is accountable for the following:

• Ensuring that endpoint services are budgeted, planned, purchased and installed in accordance with College policies, procedures and requirements.
• Preparing and presenting professional business cases for capital or operational funding requests; business cases will demonstrate cost, benefit, financial analysis, risk management, change management, project planning, and communication planning.
• Developing technology roadmaps, considering current/future College needs, alignment to College/department strategy, costs, timelines, people, and emerging technologies.
• Providing effective service desk and client technology support to maximize value to ITS clients.
• Identifying user needs through consultation with all user groups.
• Providing input into business, educational and information technology plans of ITS and the College, to the extent that these have implications for the services provided.
• Developing, recommending, and managing the unit’s portion of the budget.
• Providing leadership and direction to the human resources assigned to the area.
• Developing staffing plans and leading the recruitment and selection processes for both the desktop and endpoint service areas. Responsible for the supervision of staff, including orientation, coaching and guidance, evaluation of work, performance management and, where necessary, the discipline process.
• Defining, developing and maintaining appropriate operating and service standards.
• Defining, implementing and supporting the College’s management systems, in cooperation with other leaders in ITS.
• Developing, implementing and evaluating training and support services provided through ITS.
• Developing, installing and maintaining appropriate IT security for administrative workstations and classroom technologies, in collaboration with the Manager, IT Security.
• Fostering the development of technology skills in faculty, staff, administrators and students in cooperation with other College services.
• Establishing and maintaining appropriate service level criteria, guidelines and change management processes to ensure consistent, effective, and timely endpoint services.
• Promoting, developing and maintaining effective internal and external relationships consistent with the services provided.
• Administering and maintaining an inventory system for all educational & information technology endpoints.
• Administering collective agreement and represents management in the grievance process, as appropriate. Provides input to the management negotiating team in preparation for bargaining.
• Representing the department or the College, as deemed appropriate by the Associate Director, Infrastructure Services and Operations, on College committees and external agencies and organizations.
• Actively modelling the Douglas College Core Competencies.

TO BE SUCCESSFUL IN THIS ROLE YOU WILL NEED

• Established professional credibility as evidenced by a baccalaureate degree in Computing Science or a related discipline from an accredited post-secondary institution. An equivalent combination of education, training and experience may be considered.
• A minimum of five years of experience in a closely aligned position, preferably in post-secondary.
• Demonstrated supervisory experience, preferably at a management level.
• Demonstrated knowledge of ITIL methodology.
• Demonstrated understanding of client-centric support and service, deploying physical endpoints and virtual desktop environments in the Cloud.
• Demonstrated experience with Cloud Printing, backend infrastructure, Intune and Mobile Device Management.
• Demonstrated experience in project management and administrative management.
• Demonstrated experience with specifying, assessing, installing/upgrading and supporting educational and information technologies in office, classroom, and lab settings.
• Proven analytical and problem-solving abilities.
• Ability to effectively prioritize and execute tasks in a high-pressure environment.
• Strong written, oral, and interpersonal communication skills.
• Ability to conduct research into IT issues and products as required.
• Ability to present ideas in business-friendly and user-friendly language.
• Highly self-motivated and directed.
• Keen attention to detail.
• Team-oriented and skilled in working within a collaborative environment.
• Demonstrated abilities that align with the Douglas College Core Competency Framework.