Description:
The IT Client and Print Services Manager is responsible for leading, planning, organizing, and managing all client-facing IT services, including the IT Help Desk, Desktop Services, Audiovisual Support, and Print Centre functions. The position is responsible for ensuring services are efficient, effective, and standards are consistently met. This role aligns the IT Client and Print Services planning, daily operations, and projects with the Polytechnic’s strategic plan.
The incumbent will provide leadership and technical expertise to staff, ensuring prompt, seamless operation, and accurate resolution of issues. The Manager will ensure consistent service through leadership, customer focus, training, communication, support, evaluation, and coaching of direct reports.
The Manager is responsible for ensuring a high degree of client satisfaction and compliance with RDP Standards, Processes, Procedures, and Service Level Agreements.
Position Responsibilities
Strategic and Operational Planning
- Contributes to determining the strategic direction of the Department of IT Services in collaboration with the other IT managers, and in support of the Chief Information Officer.
- Prepares and monitors departmental goals through the strategic and operational planning processes and in consultation with the CIO.
- Plans and develops initiatives, objectives and activities for Client and Print Services based on Polytechnic strategic plans and department goals/plans.
- Participates in committees and task forces designed to improve the quality of service to students, faculty, and staff.
- Recommends, develops, and implements department policies and procedures.
IT Client and Print Services Operations
- Oversees and manages the Client and Print Services section, ensuring optimal operation and function, and that services are provided in compliance with established service level agreements (SLAs) and policies and procedures.
- Provides support to the service load of team including service design, client support, classroom support or print services.
- Coordinates and manages service deliverables and client expectations, ensuring staff compliance with established procedures to ensure prompt and quality service for IT service and print requests.
- Develops, oversees, and maintains service level agreements (SLAs) for IT Services.
- Prepares business cases for projects and manage the day-to-day operational aspects of projects and scopes and assign appropriate Project Leaders, providing leadership and guidance to ensure appropriate policies, practices and procedures are followed.
- Coordinates the research of new service initiatives and trends in IT Client and Print Services in other organizations and post-secondary educational institutions and recommend adoption as they align with the institution’s strategic goals.
- Manages an evergreen process for client computers, fleet, and Print Centre printers.
- Manages classroom technology support and if required directly support the repair and replacement of classroom technology.
- Collects client feedback and search for ways to continuously improve services.
- Makes product and vendor recommendations/decisions pertaining to the technology objectives of the department.
- Reviews and approves major contracts for computing, printing, and information technology services and equipment.
People Leadership
- Responsible for the effective recruitment and selection, retention, coaching, supervision, performance enhancement in compliance with People and Culture policies and procedures, FOIPP, and collective agreements in support of a high performing team.
- Provides technical leadership, direction, and direct problem-solving assistance for the department.
- Identifies staff training requirements and ensure staff maintain and develop skills related to their work activities.