Reporting to the Director of IT Operations, the IT Operations Manager is an integral member of the IT Systems and Services team who supports the academic mission and goals of the University through the management and planning of IT operations.  The Operations Manager oversees nine direct reports and is responsible for the efficient and effective management of the ITSS service desk, audio visual, deskside /lab / classroom support and IT procurement.   The Operations Manager will play a key role in fostering an equitable, diverse and inclusive work environment by integrating principles of Equity, Diversity, and Inclusion (EDI) into all aspects of IT Operations Management.

RESPONSIBILITIES:

•    Oversees and directs the operations of the service desk, audio visual systems, deskside/lab/classroom support and IT procurement to ensure that             goals and objectives are met. Goals and objectives will not only support the University’s strategic plan but also be focused on the principal purpose of       exceptional customer service
•    Management and leadership of a team of nine staff
•    Assist the Director of Operations with planning and execution of IT Operations
•    Monitor and adjust priorities of IT Operations
•    Report on status of IT Operations
•    Manage small to medium sized IT projects within the ITSS Operations scope of services
•    Assist with oversight of the IT operations budget and vendor management, ensuring optimal allocation of resources for projects and operations
•    Conduct capacity and financial planning to forecast future demands on IT infrastructure and resources
•    Collaborate with Deans and Directors from other departments to understand their technology needs and requirements
•    Prepare and present IT-related reports to senior management
•    Integrate EDI principles into IT Operations practices, including accessibility and accommodation needs

IT Operations Management

•    Oversee daily IT operations to ensure optimal performance and continuous improvements of IT services
•    Identify, mitigate, and report on risks
•    Conduct regular assessments of IT operations and utilize KPI’s to gauge effectiveness
•    Ensure systems and processes meet regulatory compliance
•    Continuously monitor systems and services to preemptively address issues 
•    Ensure high levels of customer satisfaction with IT services
•    Oversee continuous improvement to IT Operational processes

Team Leadership
•    Lead, mentor, and manage the operations team, including hiring, training, and performance evaluations
•    Lead with a view to creating a culture of trust, safety and inclusion
•    Engage with team leaders and staff to review and oversee workflow within the department to ensure it is effective and efficient
•    Promote a collaborative and inclusive work environment that values diverse perspectives
•    Lead by example to inspire the team, demonstrating commitment, integrity, and professionalism in all actions
•    Facilitate team-building activities that promote trust and understanding among team members

QUALIFICATIONS:

•    University degree required. Master’s degree is considered an asset
•    Minimum of five years of Operations management experience in Information Technology, preferably in a post-secondary or other large public sector        environment
•    Professional related certifications are considered an asset
•    Proven experience in managing large-scale IT operations and budgets
•    Ability to plan, coordinate and control all aspects of IT operations activities
•    Must be capable of working independently, take initiative and follow-through on assignments with minimal direction
•    Strong knowledge of IT related tender documentation 
•    Demonstrated commitment to EDI principles 
•    Excellent leadership, communication, and interpersonal skills
•    Ability to work collaboratively with diverse teams and stakeholders
•    Strong leadership and team management skills
•    Excellent problem-solving and decision-making abilities