Director, Client Support Services
About The Position
Niagara College is seeking a Director, Client Support Services to provide strategic leadership and operational oversight for the College’s technical client-facing services. This role, located at the Welland Campus, is part of the ITS Management team and reports to the Chief Information Officer (CIO). The position is responsible for managing services such as the Service Desk, Desktop Technology, Audio Visual (AV), academic labs, and physical security infrastructure. The Director will align these services through ITSM governance, long-term lifecycle planning, and financial planning. The role also involves managing projects for acquiring, maintaining, and renewing client technologies and software, supporting new and renovated college spaces, and providing some installation work and front-line technical support.
Requirements
- 3-year post-secondary diploma in Computer Science, Business, Engineering, Mathematics, or Applicable Technology
- Some ITIL Foundation Certifications or COBIT Certification required
- Seven (7) years progressive experience providing helpdesk and frontline support in a large IT environment
- Five (5) years management experience of a large 10+ person team, administering and supporting centralized client support IT tools, and experience in IT Service Management Implementation (ITSM)
- Three (3) years technical experience providing level 2 support of various desktop technologies, audio visual and surveillance support in a large environment, and managing and delivering IT projects on tight schedules
- Two (2) years' experience analyzing and reporting support metrics, and handling multi-million-dollar IT budgets, and analysis and reporting support metrics
- Strong understanding of service management needed for management of first and second level support teams
- Strong leadership, coaching and mentoring skills to develop both individual staff members and collective team expertise
Nice To Haves
- A+, Network +, MCSA, MCSE or any other technology certifications are desirable
- Understanding of College business processes as well as knowledge of the College’s teaching and learning environment is an asset
Responsibilities
- Ensure effective client/user technical support and service ticket management for more than 250 classrooms and meeting rooms, over 3,000 lab and employee computers (including a student laptop program), and more than 400 print devices
- Overseeing the technologies used to operate and automate computer labs, desktops, podiums, and meeting rooms that support academic and administrative operations
- Managing and coordinating projects related to acquiring, maintaining, and renewing client technologies and software
- Overseeing departmental and cross-functional projects involving the Client Support Services department
- Establish ITSM standards for Incident, Request, and Problem Management.
- Develop and manage Service Level Agreements (SLAs) to support transparency and accountability in service delivery
- Maintain spending control through inventory and asset tracking systems
- Develop and manage multi-year hardware and software renewal plans, departmental budgets, and vendor contracts
- Direct the architecture and support of the College’s endpoint environment, including 4,000+ devices, 200+ software applications, and classroom AV and teaching technologies
- Ensure systems remain patched, secure, and operational
- Oversee the support, maintenance, and lifecycle of the College’s physical security technology infrastructure, including IP camera systems and electronic door access controls
- Lead and mentor a multi-disciplinary team by establishing performance metrics and professional development plans
- Manage staffing activities including hiring, technical training, and performance management to maintain service standards
- Partner with Academic and Administrative leadership to align IT services with changing program needs
- Develop 3-to-5-year technology roadmaps and contribute to broader institutional strategy as a member of the IT Leadership Team
Benefits
- Additional hours may be required as necessary.
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What This Job Offers
Job Type
Full-time
Career Level
Director
Education Level
Associate degree
