JOB TITLE: Manager, Service Operations
Administration

DEPARTMENT: Innovation & Technology (IT)

POSITION STATUS: Full-Time, Permanent
Non-Union

LOCATION: Brampton

SUPERVISION RECEIVED: Director, Innovation & Technology

SUPERVISION EXERCISED: Service Desk Support Specialists
Students

PRIMARY FUNCTIONS:

The Manager, Service Operations plays an integral role in managing IT service operations by providing vision and leadership in developing and implementing IT service initiatives. The
Manager, Service Operations will also plan, facilitate, and design the operational activities of the IT service desk. The incumbent will collaborate with the Algoma Leadership Team, internal decision makers, and external entities to identify, implement and support cost effective technology solutions for all aspects of the organization, and define and implement IT policies, procedures and best practices.

A. Service Desk Operations 60%
B. Project Management 20%
C. Administration 10%
D. Policy 5%
E. Other 5%

Total 100%

RESPONSIBILITIES:

A. Service Desk Operations (60%)

● Oversee all staff activities
● Manage and coordinate urgent and complicated support issues
● Develop and mature phone/ticket escalation processes to ensure free flowing escalation and information within the organization

● Determine root cause of issues and communicate appropriately to internal and external customers

● Train, coach, and mentor Service Desk staff, including career development
● Ensure the Service Desk is the single source of truth and service delivery channel for the Innovation & Technology department
● Oversee the Solutions Repository and ensure top quality solutions are available to staff
● Develop an effective and workable framework for managing and improving customer support in the organization
● Manage process for communicating outage/emergency activities to the organization
● Manage vendor relationships based upon daily operational needs
● Review survey feedback to improve services and tools, and enhance experience

B. Project Management (20%)

● Coordinate internal resources and third parties/vendors for the execution of multiple projects

● Ensure that all projects are delivered on-time, within scope, and within budget
● Assist in the definition of project scope and objectives, involving all relevant internal stakeholders and ensuring technical feasibility
● Ensure resource availability and allocation
● Develop a detailed project plan to monitor and track progress
● Manage changes to the project scope, project schedule, and project costs using appropriate verification techniques
● Measure performance using appropriate project management tools and techniques
● Manage relationships with clients and relevant stakeholders
● Perform risk management to minimize potential risks
● Establish and maintain relationships with third parties/vendors
● Create and maintain comprehensive project documentation
● Meet with users to understand and clarify specific requirements of each project
● Delegate project tasks based on staff skill sets, and experience levels
● Track project performance, specifically to analyze the successful completion of short and long-term goals
● Meet budgetary objectives and make adjustments to project constraints based on financial analysis
● Develop comprehensive project plans to be shared with clients as well as other staff members
● Attend conferences and training, as required, to maintain proficiency

C. Administration (10%)

● Track developments and changes in the digital IT business environments to ensure they are adequately addressed operational plans

● Maintain records of Service Desk incidents and issues
● Provide data and reporting of Key Performance Indicators and trends to the IT department and others in ad-hoc, weekly, and monthly meetings, as required
● Review any new vital contracts or internal business proposals
● Build risk awareness amongst staff by providing support and training
● Purchase Order review and approval/budgeting responsibility
● Perform annual budgeting of all computer hardware/software and networking resources
● Establish trend analysis in current service operations and projects, and share details with department Director
● Act as the Freedom of Information and Protection of Privacy Act (FIPPA) representative for Algoma University
● Provide department Director with weekly status updates
● Track and report on operational or project controls implementation drift, and improvement opportunities
● Ensure recording of all time spent on projects and ongoing steady-state activities and initiatives

D. Policy (5%)

● Development, implementation and management of departmental policies and procedures

● Create and maintain a digital IT program based on best practices
● Conduct policy and compliance audits, which will include liaising with internal and external auditors
● Develop risk management framework for IT operations
● Draft IT standard operating procedures, and baselines, to be reviewed and approved by the department Director
● Develop standards and practices for IT service operations
● Create as-built and standard operating procedure documentation

E. Other (5%)

● Liaise and maintain positive relationships with internal teams and external partners

● Represent the IT department with applicable internal and external committees
● Research trends in technology in order to build a campus of the future, while incorporating best practices and standards
● Act as a key stakeholder in the development and implementation of

departmental policies, procedures, and operational plans
● Work with the Service Desk team in supporting areas of responsibility and tracking resolutions

WORKING CONDITIONS:

● Physical Effort
○ Minimal: Some lifting/physical effort required for transportation of materials and setup for various technologies

● Physical Environment
○ Minimal: Minimal exposure to unpleasant/disagreeable conditions

● Sensory Attention
○ Considerable: Work requires a frequent need to concentrate on a variety of sensory inputs for a lengthy duration requiring diligence and attention (system configuration, outward facing connections)

● Mental Stress
○ Considerable: Work activities are performed in an environment with frequent exposure to mental pressures conditions where mental stress may be noticeable.

MINIMUM QUALIFICATIONS:

● Bachelor’s degree in Computer Science and/or related field is required
● Minimum six (6) years’ experience in an IT operations supervisory role is required
● Minimum three (3) years’ experience in project management is required
● Minimum five (5) years’ work experience in a public sector setting required
● Information Technology Infrastructure Library (ITIL) certification required
● Certification in project management (i.e. Project Management Professional, Scrum,

Agile,etc.) considered an asset
● Change management experience considered an asset
● Advanced knowledge of a broad range of information technologies including, but not limited to, software applications, computer networks, operating systems and database systems

● Excellent communication skills, both written and verbal
● Excellent customer/client services skills
● Excellent interpersonal skills with the ability to represent the university professionally in interactions with internal stakeholders and/or external communities

● Excellent administrative and organizational skills with the demonstrated ability to take initiative and prioritize work in a high volume office

● Ability to work in a team environment
● Ability to work independently
● Understanding of, and ability to uphold, strict confidential regulations as per University policy
● Ability to multitask and work under pressure in a dynamic environment
● Ability to work effectively with people of diverse backgrounds, styles, and abilities
● Innovative problem-solver
● Understanding of budgeting, including development, oversight, and tracking
● Willingness and ability to travel between campuses
● Excellent use of technology for collaboration; strong computer skills, including microsoft applications; G-suite preferred
● Valid driver's license
● Commitment to understanding Algoma University’s Special Mission and the Seven

Grandfather Teachings

Salary Scale : $83,610 to $99,086 annually

Please submit a resume and cover letter (combined PDF) to People and Culture no later than 4:00 p.m. on Monday, March 6, 2023.

Algoma University is strongly committed to fostering diversity and inclusivity within our community and is an equal opportunity employer. The university invites and encourages applications from all qualified individuals who would contribute to the further diversification of our Institution, including equity-seeking groups that are traditionally underrepresented in employment (Indigenous peoples, racialized persons, women, persons with disabilities, and
2SLGBTQQIPA+ persons).

In accordance with the Accessibility for Ontarians with Disabilities Act, 2005, upon request, accommodation will be provided by Algoma University throughout the recruitment, selection, and/or assessment process to applicants with disabilities.

This position is open to all qualified applicants, although preference will be given to Canadian citizens and permanent residents of Canada.

Job Types: Full-time, Permanent

Salary: $83,610.00-$99,086.00 per year

Schedule:

• Monday to Friday

Work Location: In person

Application deadline: 2023-03-06

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