Reporting to the Associate Executive Director of Academic Information and Communication Technologies (AICT), the Director of Onsite Services, is responsible for the direction and senior management of the IT Desktops, Classroom Labs, and Software/Application Support units, as well as Audio/Visual technical staff who perform A/V, video conferencing and lecture capture support at the University. More specifically, this role provides strategic direction and operational management of infrastructure and resources required to plan for, develop, and deliver onsite IT and A/V support services and products that meet the needs of the University of Alberta.
Some services of these teams include client end-user Tier 2/3 escalated desktop support of incidents and service requests, central and network printing support, evergreen planning, central encryption and assistance with Vice-Provost & Associate Vice President Information Technology initiatives (example: Google migration project), client networking support, and all client software/application support. Also included is support for centralized University Labs & Classroom Environments for the entire University, including multimedia and videoconferencing services of high profile events (Convocation, President's Address) and more. These services are Enterprise level and are used by students, staff, and faculty across the entire University, as well as in teaching/research partnerships with external post secondary organizations.
The Director responds to the complex demands of IT, diagnosing problems and situations and securing resolution with the implementation of permanent, corrective solutions, with a view to continuous improvement of the quality of the infrastructure. The role of the Director is to minimize the impact of changes on current operations by managing, supporting and carefully planning activities and implementation stages for making change.
This Director role is responsible for the preparation for new and/or changed services, direction and management of performance of systems and services in terms of their contribution to business performance, and their financial costs and sustainability. Responsibilities include providing direction and management of services relating to client and onsite service requests. A key responsibility is the development of continual service improvement plans to ensure the IT infrastructure adequately supports business needs of the University of Alberta.
Scope: The Director of Onsite Services manages a budget of 3.2 million dollars. The Onsite Services groups in AICT consist of six (6) individual Team Leads and forty three (43) additional support employees that are responsible for all Application, Desktop and Classroom/Lab support related activities provided by AICT. These teams are deployed at 8 different Service Centre locations across North Campus and Enterprise Square campus areas.
The ideal candidate will have the following:
- Completed Bachelor's degree in a related industry, or 10 years of relevant experience in a related industry;
- Experience in information technology, specifically five years in IT operations / IT service delivery;
- Experience in personnel management (direct and matrix);
- Experience in budget management and material resources;
- Knowledge of financials, desirable;
- Knowledge of ITIL, desirable;
- Knowledge of the context of outsourcing, desirable;
- Strong leadership, sense of initiative, autonomy and good communication skills;
- Ability to provide high availability services.
This full-time continuing position is in accordance with the Administrative and Professional Officer agreement and offers a comprehensive benefits package and annual salary range commensurate with qualifications and experience.
Interested applicants should submit a cover letter and resume outlining relevant work and professional experience as well as a list of three professional references.
We thank all applicants; however, only those selected for an interview will be contacted.
How to Apply
Note: Online applications are accepted until midnight Mountain Standard Time of the closing date.
