Lead, Client Services

Date Posted: 04/30/2024
Req ID: 37157
Faculty/Division: School of Continuing Studies
Department: Sch of Continuing Studies
Campus: St. George (Downtown Toronto)

Description:

About us:

The University of Toronto School of Continuing Studies (SCS) offers an extensive roster of over 850 courses, over 40 program areas, and more than 125 certificates across a broad range of fields that help learners succeed in their careers, satisfy their curiosities, fulfill their passions, and live their best lives. Courses are delivered by our team of 800 + instructors, all of whom are industry or subject matter experts who are passionate about teaching and learning.

Complementing our academic offerings are our English Language Program and professional Comparative Education Service for learners seeking to have international credentials assessed in Canada.

This role is currently eligible for a hybrid work arrangement , pursuant to the University policies and guidelines, including but not limited to the  University of Toronto’s Alternative Work Arrangements Guideline .

Your opportunity:

The Lead, Client Services will deliver high-quality support services to our staff, instructors, learners by overseeing the SCS ITS service desk and directing the support team. In this position, the incumbent will provide hands-on in-person/remote service to our clients as well as maintain IT security, inventory, and compliance. In addition, they will be responsible for the day-to-day service operations efficiency, customer satisfaction and will promote and are expected to follow IT standards and best practices.

Under the direction of the Director, Information Technology services, the incumbent will join a vibrant team of information technology professionals dedicated to delivering high caliber IT solutions.

Your responsibilities will include:

• Analyzing service delivery and/or internal processes and recommending improvements
• Researching, analyzing and recommending potential changes to system features
• Probing for information from end-users to identify problems and establish needs
• Liaising with technical specialists to resolve end-user issues
• Conducting detailed analysis of system performance to inform management decision making
• Leading and planning IT projects
• Scheduling and assigning work to a small group in a limited area
• Creating complex and technical documentation and user support guides

Essential Qualifications:

• Bachelor’s Degree in Computer Science, Engineering, or related field, or acceptable combination of equivalent education and experience.
• Minimum of 5 years of progressive experience supporting information technology systems with at least two years experience in an intermediate to senior IT technical support role.
• Minimum of 2 years experience of managing a service desk and inventory solution like “ServiceNow”.
• Experience within an IT service desk providing a range of IT supports services for a variety of infrastructure and applications.
• Experience leading and planning IT projects related to network (VPN) or service delivery.
• Demonstrated experience applying ITIL best practices for IT Service Management (ITSM)
• Demonstrated advanced-level technical experience and skills providing hardware and software support, including hybrid work/classroom/meeting room audio/video technologies.
• A demonstrated focus on customer service excellence.
• Ability to motivate, direct staff members and provide necessary training to improve skill sets.
• Ability to effectively prioritize and execute tasks in a high-pressure environment.
• Strong verbal and written communication skills.
• Good presentation skills.

Assets (Nonessential):

• ITIL Certification
• Experience with information security and privacy.
• Experience in gathering and analyzing business and technical requirements.
• Experience evaluating and implementing automated solutions for improved productivity and efficiency.

To be successful in this role you will be:

• Achievement oriented
• Articulate
• Communicator
• Goal oriented
• Multi-tasker
• Problem solver
• Self-directed
• Team player

Closing Date: 05/08/2024, 11:59PM ET
Employee Group: USW
Appointment Type: Budget - Continuing
Schedule: Full-Time
Pay Scale Group & Hiring Zone:
USW Pay Band 14 -- $88,290 with an annual step progression to a maximum of $112,911. Pay scale and job class assignment is subject to determination pursuant to the Job Evaluation/Pay Equity Maintenance Protocol.
Job Category: Information Technology (IT)
Lived Experience Statement
Candidates who are members of Indigenous, Black, racialized and 2SLGBTQ+ communities, persons with disabilities, and other equity deserving groups are encouraged to apply, and their lived experience shall be taken into consideration as applicable to the posted position.