Manager - Onsite Technology Support Team
Classification & Regular Hours
Hours per Week: 35
Salary Grade: 17
The base salary will be $82,230 - $117,360 per annum. Starting salary will be aligned with the successful candidate’s experience, skills, and demonstrated qualifications.
Please note, this is a 19-month temporary full-time contract opportunity covering a leave of absence. This contract includes a comprehensive benefits package.
Secondments are Welcome
Click here for more details on secondment opportunities.
About Western
Since 1878, Western University has been committed to serving our communities through the pursuit of academic excellence and by providing students, faculty, and community members with life-long opportunities for intellectual, social, and cultural growth. We seek excellent students, faculty, and staff to join us in what has become known as the "Western Experience" - an opportunity to contribute to a better world through the development of new knowledge, new abilities, new connections, and new ways to make a difference.
About Us
The Department of Western Technology Services (WTS) is a central source committed to providing high-quality, cost-effective technology solutions and services to the campus community in support of the teaching and research missions of the University. WTS works collaboratively with other IT groups within Western’s faculties and support units to leverage central supported technology solutions and services where appropriate.
The WTS Onsite Technology Support Team is responsible for providing a broad range of 1st and 2nd level technical support to Western Faculties and Support Units.
Responsibilities
The Manager of the Onsite Technology Support Team manages, mentors, and guides a team of 11 technology support specialists accountable for the configuration, support and maintenance of assigned unit’s (the client) network of workstations and other devices, installation of software needed by the client, and ensuring appropriate security, backup and recovery procedures are implemented. The Manager works to enhance and develop opportunities for the team to find optimal solutions to address client needs, and to improve productivity within the client’s department. The Manager is responsible for all functions involved in leading skilled and knowledgeable technology experts including recruiting, assessing performance, setting individual and team goals, managing conflict, effecting communication, and promoting team collaboration. The Manager acts as a liaison between the clients and WTS to ensure effective and timely communication, and to ensure that appropriate WTS resources are solicited to assist with the client’s technology needs. The Manager also oversees project work, technologies, and services as assigned by the Director of Client Services. The Manager participates in and contributes to unit strategic planning and department annual budget submissions.
Qualifications
Education:
- University Degree in an Information Technology field or College Diploma in Computer Systems Technology with relevant experience
- Certification in one of the following disciplines: ITSM, ITIL, Leadership preferred
Experience:
- 10 years’ experience supporting computer technology
- 2 years’ experience in a supervisory role
- 10 years’ experience supporting computer technology in a higher education environment preferred
- 5 years’ experience in a supervisory role preferred
Knowledge, Skills & Abilities:
- Proven ability to effectively manage all resources for day to day operations and project completion, to manage multiple projects, people and schedules within an academic context
- Ability to establish effective routines for excellent communication with all members of the team to maximize productivity
- Excellent oral and written communication skills, with the ability to convey information of a highly technical or complex nature to non-technical audience
- Develops self-awareness by realistically assessing one’s strengths and weaknesses and their impacts on others relative to the requirements of current work assignment.
- Demonstrated commitment to ongoing learning and professional development
- Ability to develop innovative customer service initiatives which improve quality and enhances customer satisfaction
- Initiative to seek out new challenges that require risk taking.
- Strong client focus and a desire to achieve results is essential
- Integrate new information and draw conclusions from it
- Willingness to make well thought out, effective decisions based on skills and experience in high stress situation
- Strong understanding of staff management with an ability to develop a strong team coupled with an ability to work effectively as a member of the WTS leadership team
- Effective leadership, supervision and mentoring of staff in day-to-day operations and project work
- Ability to coach and mentor team members to achieve high-quality outcomes
- Exceptional organizational skills, including managing multiple competing priorities
- Demonstrated ability to prepare and make presentations to large groups of colleagues
- Proactively anticipates and prevents problems.
- Ability to lead an effective meeting
- A well-defined sense of diplomacy, including solid negotiation, conflict resolution and people management skills
- Demonstrated ability to manage projects and apply project management best practices as defined by the unit
- Establishes a higher standard of performance excellence in key areas of responsibility, thus serving as a model for performance in this role
- Able to introduce innovations and significant improvements to processes and outcomes of work
- Able to make significant contributions to the Division/Department and/or University above and beyond excellent performance of the core accountabilities of the role
- Exceptional skills in fostering strong working relationships and collaboration
- Models great skill in enabling individual and team performance
- Demonstrated commitment and willingness to stay abreast of technological developments and adapt efficiently to emerging priorities
- Applies new knowledge and skills to practical use on the job; furthers learning through experience in practicing new approaches and behaviors
- Critical thinking and discernment to assess and scope areas for improvement and an ability to offer creative solutions
- Demonstrated ability to understand customer needs and expectations and provide excellent customer service directly and indirectly to satisfy those expectations
- Ability to work independently and collaboratively in a team environment
- Knowledge of computer system administration, including computer networks, operating systems, and application software
- Able to write clear, concise procedural documentation
- Able to build and maintain lasting relationships with other departments and key business partners
Western Values Diversity
The University invites applications from all qualified individuals. Western is committed to employment equity and diversity in the workplace and welcomes applications from women, members of racialized groups/visible minorities, Indigenous persons, persons with disabilities, persons of any sexual orientation, and persons of any gender identity or gender expression.
Accommodations are available for applicants with disabilities throughout the recruitment process. If you require accommodations for interviews or other meetings, please contact Human Resources or phone 519-661-2194.
Please Note:
This position is an existing vacancy. This position is fully in-person, on-site. We thank all applicants for their interest; however, only those chosen for an interview will be contacted.
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