IT Manager: Competition #180

An Internal/External Posting in the Exempt Employee Group.

Castlegar, Nelson

Posted: Thursday, August 22, 2019
Closes: Friday, January 12, 2018

Reporting to the IT Manager -- Operations and Enterprise Applications, the Assistant IT Manager, oversees front-line IT services staff ensure that optimal service levels are achieved by monitoring all IT service requests and acting as an escalation point for incidents as required; trouble-shooting support issues and communicating resolutions appropriately to internal/external customers; training, coaching and mentoring System Support Analysts; developing and in-house knowledge base; coordinating communications for outages and maintenance activities; developing and implementing classroom tech plans; maintaining a schedule for lab refreshes; and maintaining an inventory of staff desktops/laptops along with an upgrade schedule; procuring approved IT supplies and equipment; and other duties as assigned by the supervisor. This will be for all campuses.

Main Duties and Responsibilities

• Maintains IT Department effectiveness and efficiency by delivering, supporting and implementing strategic plans for implementing information technologies; developing and implementing operational plans through effective planning and communication
• Accomplishes IT direct-report staff results by communicating job expectations; planning, monitoring, and appraising job results; coaching, supporting and disciplining employees; initiating, coordinating and enforcing related policies and procedures
• Manages front line services and support to students and staff, and ensures that service levels are achieved; manages and coordinates urgent and complicated support issues; acts as an escalation point for all requests and incidents and works to develop and mature phone/ticket escalation processes to ensure free flowing information within the organization; determines root cause of issues and communicates appropriately to internal and external customers; advises management on situations that may require additional client support or escalation
• Works collaboratively with the IT Managers to support IT project implementation through resource sharing, and operationalizing sustainment; trains, coaches and mentors System Support Analysts including career development; oversees staff activities; builds/obtains training material for support staff; as needed, schedules employees working times and provides backup support
• Oversees creation of department knowledge base and ensures top quality solutions are available to the staff; develops an effective and workable framework for managing and improving customer IT support in the organization; manages processes for communicating outage/maintenance activities to the organization; develops Classroom Technology implementation plans; coordinates equipment procurement and installation, including video conferencing and smart classroom technology spaces
• Maintains lab refresh schedule for college computer labs including hardware recommendtions and procurement, upgrade scheduling and ensuring software in all labs is kept up to date; manages LRF budget for upgrades, in consultation with the IT Operations Manager
• Maintains inventory of new staff desktops and laptops and develops upgrade schedule to staff; manages upgrades within the staff refresh budget; responsible for day-to-day procurement of IT supplies and equipment; recommends IT strategies, policies, policy revisions, and procedures by evaluating organization outcomes; identifying problems; evaluating trends; anticipating requirements
• Maintains professional and technical knowledge by attending workshops; reviewing professional publications; establishing personal networks; benchmarking state-of-the-art practices; participating in professional societies
• Provides other duties as assigned

Skills, Knowledge and Abilities

• Experience with software solutions for a variety of enterprise software applications including those related to finance, human resources, student & learning management, reporting, etc; Experience gathering business requirements and translating them into technical specifications; demonstrated knowledge and experience running a management information system and support structure
• Experience assessing and implementing software solutions and major upgrades; demonstrated ability to deal with individuals at all levels in a variety of consultative and collaborative processes that may be organization-wide, divisional or interdivisional; experience leading diverse groups through the adoption of new technologies; general knowledge of post-secondary education governance, budgeting, procedures, objectives, structures and operations; demonstrated experience with planning and project management, including developing comprehensive proposals and budgets; experience with the administration of collective agreements and supervision of staff in a unionized environment. Experience managing interdepartmental projects using formal project management methodologies
• Strong interpersonal skills, including communication (written and oral), negotiation, mediation and conflict resolution skills
• Ability to express views, ideas and facts effectively, both orally and in writing; Good problem-solving skills

Education and Experience

• Minimum of an under-graduate degree in a computing, technology or business discipline or an equivalent combination of education and relevant IT experience; at least 3 years of applicable experience in related IT roles with increasing levels of supervisory or project responsibilities; supervision and leadership experience, particularly responsibility for developing a customer service-oriented teamwork approach among staff with diverse interests and perspectives 
• Considerable knowledge of budgetary processes

This is a full time, continuous administrative position being offered as a temporary two-year position, with the possibility of extension.  Salary range will be EX 7 - $69,363 – $81,199 per year ($2,668 – $3,123 bi-weekly) in accordance with the Administrative Staff Employment and Benefit Program.

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