McGill University IT Network and Desktop Service Manager Full Time in Montréal, QC

McGill University

Branch Montréal QC CA

IT Network and Desktop Service Manager
Montréal, QC

IT Services IT Customer Services Position Type:. Reporting to the Director, IT Customer Services, and working closely with Business Stakeholders, IT Project…

Reporting to the Director, IT Customer Services, and working closely with Business Stakeholders, IT Project Managers, IT Managers and IT Technical teams, is responsible for implementing, evolving, maintaining and supporting IT services to meet the needs of the services in the portfolio, and is accountable for the suitability, reliability, stability and availability of those services. Receives assignments in the form of objectives and determines how to meet schedules and goals. Provides guidance to subordinates within the latitude of University policies. Recommends changes to policies and establishes procedures that affect the organization.

Primary Responsibilities:
Act as single-point of contact for the various Business and IT Stakeholders for the scheduling, planning, and delivery of the IT Network and Desktop Services activities under own responsibilities.

Develop overall department objectives with the Director.

Defines roles and responsibilities for the unit.

Manage resource allocation: material and financial and establish the unit budget.

Establish and manage unit deadlines.

Coach employees to maintain quality standards.

Exercise leadership in influencing others in attaining the established objectives.

Oversee the implementation of short and long term plans related to IT management.

Work with clients to assess the degree to which IT investments are achieving their business objectives.

Provide consulting expertise to the University community on a wide range of complex IT issues.

Support and advise University community on introduction of new technology.

Review productivity reports of unit and evaluates processes efficiencies and recommends improvements.

Analyze and manage the HR and Finance functions to improve the economic performance of IT.

Manage decisions on hiring and discipline and performance management.

Perform annual Performance Dialogue for supervisors; provide coaching and motivation to his direct reports and establish training and development plan. Determine performance ratings for teams.

Foster and maintain effective working relationships with colleagues and clients.

Minimum Education & Experience:
Undergraduate degree

Five (5) years’ related experience
Other Qualifying Skills And/Or Abilities: Strong background in desktop computing and networking technologies. Experience in managing a large team of on-site desktop support technicians (20+). Demonstrated ability at achieving service level and customer satisfaction targets. Process design and re-engineering experience. Strong customer focus and sense of urgency. ITIL Foundation v3 (or 2011) certified. ITIL Service Operations Lifecycle certification a benefit. Demonstrated ability to manage and lead teams, and to manage multiple projects and meet deadlines. Excellent Communication, writing, documentation and planning skills. Self-motivated and demonstrated ability to work well with multiple teams in a cross functional set-up. Collaborative team player with strong focus on delivering results to meet the business needs. Impeccable writing and communications skills; English, spoken and written. French spoken and read. Confident presentation skills. Excellent analytical and problem solving skills – ability to perform root/cause analysis. Demonstrated knowledge of functional analysis and information structures – ability to understand and clarify business needs formulated by requesters and stakeholders. Knowledge of the higher education sector required. English, spoken and written; French spoken and read. Reference Number: 17-0352/MR0520 Reporting To: Director, IT Customer Services Salary Range: (Grade 07) $65,000 – $86,700 (midpoint) – $112,800 Faculty/Unit: IT Services IT Customer Services Position Type: Full-Time Hours Per Week: 33.75 How To Apply:

  • Internal candidates: Please provide your McGill ID number when applying.*

Please submit your curriculum vitae and cover letter, clearly indicating the reference number:

McGill University, HR IT Services

688 Sherbrooke Street West, 16th floor

Montreal, Quebec

H3A 3R1

(514) 398-4451

careeropportunity [dot] its [at] mcgill [dot] ca
Internal McGill applicants, covered by the McGill non-unionized, non-academic personnel policies and procedures, must apply to this posting within ten (10) working days of the date of publication. We thank all applicants for their interest, however, only those applicants selected for an interview will be contacted. McGill University is committed to equity in employment and diversity. It welcomes applications from indigenous peoples, visible minorities, ethnic minorities, persons with disabilities, women, persons of minority sexual orientations and gender identities and others who may contribute to further diversification.

or proceed with Standard Application Form.

Employment Type: Full Time
Location: Montreal, QC, CA
Posted on: 2017-04-02
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