Manager of IT Services

Job title: Manager of IT Services

Job description: Within the Faculty of Medicine, the Medical Information Technology (MedIT) unit provides technology and information support services to the medical and health education programs at Dalhousie. Reporting to the Director, MedIT, the Manager of IT Services leads a growing team of computer helpdesk, technical operations, and simulation technology support staff that enable smooth operations at all Faculty of Medicine campus locations. The manager is responsible for ensuring that IT system infrastructure and computer assets are managed and maintained appropriately, ensuring consistent and effective computing and simulation education technology support is available at all medical campus locations throughout the region.

Key Responsibilities

• Develops support models that ensure that appropriate levels of support are available at all campuses, including the development and maintenance of service catalogs and appropriate staffing levels and schedules for each campus.
• Manages, develops, and maintains MedIT’s ticketing system, service desk phone system, and other communication tools to manage technical support and service requests, expanding and improving the tools/functionality as required.
• Manages the Faculty’s computer hardware and software infrastructure at a high level of availability and service in support of the Faculty’s academic, administrative and research demands.
• Works in close collaboration with ITS to develop and maintains appropriate computer images and endpoint security monitoring tools for Dalhousie owned computers used by the Faculty of Medicine.
• Provides leadership to a distributed team of technical experts for the delivery, maintenance, and operation of the Faculty’s computing infrastructure providing a clearly articulated set of services for academic, administrative, research and simulation education activities.
• Oversees day to day flow of IT support tickets and requests, ensuring that all requests are managed appropriately and in a timely manner; additionally, acts as the primary escalation point for IT support staff when they have complex technical challenges, difficult customer requests, or major incidents.

Note

The successful applicant will be eligible for hybrid work (combination of in-person work on campus and remote work) as agreed by all parties based on operational requirements and university guidelines.

Required Qualifications

• Undergraduate degree in computer science, information science, or other related field with five years of related experience working in a supervisory/management capacity in complex distributed environments, preferably in a university or large institutional setting, or an equivalent combination of training and experience.
• Excellent communication skills (written and verbal), interpersonal, and organizational skills.
• Proven ability to lead high performing teams.
• Experience in request tracking software, Microsoft Office 365, Microsoft operating systems (Windows), and Apple operating systems (macOS).

Assets

• Master’s level education in information or technology management.
• Related industry certifications, including A+, CompTIA, ITIL, CISM, are strongly preferred.

Job Competencies

The successful candidate is expected to demonstrate proficiency in Dalhousie’s core and leadership competencies (https://www.dal.ca/dept/leaders.html), in particular:

– Respect & Inclusion

– Knowledge & Thinking Skills

– Thinking and Acting Strategically

– Relationship Building

– Change & Innovation

Additional Information

Dalhousie University supports a healthy and balanced lifestyle. Our total compensation package includes a defined benefit pension plan, health and dental plans, a health spending account, an employee and family assistance program and a tuition assistance program.

Application Consideration

Applications from current university employees and external candidates are assessed concurrently. Current university employees will be given special consideration.

We sincerely appreciate all applications and note that only candidates selected for an interview will be contacted directly by the hiring department or Human Resources.

Diversity Statement

Dalhousie University commits to achieving inclusive excellence through continually championing equity, diversity, inclusion, and accessibility. The university encourages applications from Indigenous persons (especially Mi’kmaq), persons of Black/African descent (especially African Nova Scotians), and members of other racialized groups, persons with disabilities, women, persons identifying as members of 2SLGBTQIA+ communities, and all candidates who would contribute to the diversity of our community. For more information, please visit .

Posting Detail Information

Number of Vacancies 1

Open Date 11/08/2023

Close Date 11/30/2023

Open Until Filled No

Special Instructions to Applicant

Quick Link for Direct Access to Posting

Supplemental Questions

Required fields are indicated with an asterisk (*).

Documents Needed to Apply

Required Documents * Résumé / Curriculum Vitae (CV)

Optional Documents * Cover Letter

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