Service and Technology Delivery Lead
About The Position
The Faculty of Applied Science & Engineering is a world-renowned community of researchers and students dedicated to solving some of the world's most pressing challenges through collaborative and multidisciplinary research and experiential education. Through rigorous technical training, and unparalleled extracurricular and professional experience opportunities, we prepare the next generation of engineering leaders and change makers to unlock the future's boundless potential. The Faculty IT Office works together to support a dedicated and diverse group of academic and administrative professionals who exemplify excellence in their fields. Reporting to the Manager, Client Services, the Client Technology and Service Delivery Lead is responsible for ensuring effective and efficient client technology services through the planning, implementation, and continuous improvement of end-user computing and collaboration environments. The incumbent provides technical leadership and operational oversight for client services, guiding technical staff, resolving complex issues, and driving service maturity through workflow optimization, performance monitoring, and process improvement. Working closely with stakeholders, the role leads initiatives to enhance service delivery, optimize the use of enterprise platforms, and support teaching, research, and administrative functions across the Faculty.
Requirements
- Bachelor’s degree in computer science, Information Technology, or acceptable combination of equivalent experience
- Minimum five (5) years of recent and related experience in a large, multi-unit and complex IT environment overseeing Tier 2/3 support and technical teams, with a strong client service orientation
- Minimum three (3) years of experience providing technical leadership to staff across a diverse range of end-user and enterprise computing environments, with experience in areas including BYOD strategies, print services, networking, and remote desktop technologies
- Demonstrated experience and strong understanding in endpoint and mobile device management across Windows and macOS platforms, including hardware and software management, device configuration, policy enforcement, and lifecycle support, using enterprise management platforms (e.g., Microsoft Intune, Quest KACE, or similar), with responsibility for software licensing, encryption, endpoint backup, anti-malware, and overall endpoint security management
- Demonstrated experience and strong understanding of Active Directory, Microsoft Entra ID, and endpoint identity management concepts, including Group Policy, security groups, authentication, and hybrid identity environments
- Demonstrated experience with endpoint deployment, including automation, scripting, or software packaging techniques. This extends to mobile device management, including configuration, policy enforcement, and lifecycle support of mobile devices.
- Proven hands-on IT Service Management (ITSM) implementation and administration experience with ServiceNow or an equivalent platform, including Change Management and Knowledge Management process design, implementation, and continuous improvement
- Demonstrated expert technical writing skills, including development of knowledge articles, technical documentation, standards, and operational procedures
- Demonstrated experience supporting audio-visual and collaboration technologies through evaluation, implementation, and ongoing optimization of systems, including coordination with external vendors for technology-enhanced spaces
- Demonstrated experience leveraging enterprise platforms to improve service delivery, automate workflows, enhance reporting, and drive process improvement. (e.g., Microsoft 365 tools such as SharePoint, Teams, Power BI, Power Automate or similar)
- Demonstrated experience analyzing service delivery performance and implementing process improvements
- Demonstrated ability to build relationships and communicate effectively with bothtechnical and non-technical stakeholders
- Strong time management and prioritization skills, with the ability to manage competing demands and shifting priorities
- High attention to detail and commitment to delivering consistent, high-quality service
- Strong analytical, problem-solving, and organizational skills
- Excellent communication and interpersonal skills
Nice To Haves
- Experience with data management and visualization toolsets such as Power BI considered a strong asset
- Expert/advanced Excel reporting and data mining capabilities are considered a very strong asset
- Proven aptitude for IT architecture and formulation of best practices in system design, implementation, administration and troubleshooting
- Familiarity with University policies and practices related to information technology and information security
- Proven aptitude for risk and security implementation in an operations environment
- Technical certifications related to endpoint management, cloud platforms, or service management (e.g., Microsoft Certified, PMP, ITIL) would be considered strong assets
Responsibilities
- Leading and continuously improving technology service delivery by designing efficient workflows, establishing service standards, implementing system and service enhancements, and evaluating technologies and tools that enhance efficiency, reliability, user experience, and operational effectiveness.
- Providing technical leadership and guidance to support staff, including coordinating work, resolving escalations, and ensuring consistency in service delivery
- Monitoring and analyzing service performance, including defining key performance indicators and using data to inform improvements
- Supporting and optimizing endpoint and client technology environments, including deployment, configuration, and lifecycle management
- Troubleshooting complex technical issues and acting as an escalation point for system and service-related problems
- Leading and supporting initiatives and projects related to client technology services, including planning, coordination, and reporting
- Developing and maintaining documentation, training materials, and knowledge resources to support staff and end-users
- Supporting audio-visual and collaboration technologies through evaluation, troubleshooting, and continuous improvement of systems
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What This Job Offers
Job Type
Full-time
Career Level
Mid Level
