Competition Number: REQ 5624

　　 TITLE: Director, IT Client Support & Service Management

　　 DIVISION: Information Technology

　　 SALARY: Payband 13, $105,304 - $140,403 per year

　　 LOCATION: 51 Dockside Drive (Hybrid)

　　 STATUS: Full-Time Admin

　　 EFFECTIVE DATE: Immediately

　　 CLOSING: Open until filled.

　　 Land Acknowledgement

　　George Brown College is located on the traditional territory of the Mississaugas of the Credit First Nation and other Indigenous peoples who have lived here over time. We are grateful to share this land as treaty people who learn, work, and live in the community with each other.

　　 Equity Statement

　　George Brown College is committed to creating and sustaining an equitable and inclusive learning and working environment. We encourage and actively seek applications from Indigenous, Black, racialized people, visible minorities, 2SLGBTQIA+ persons, all genders, and persons with disabilities.

　　 GBC Vision

　　To be a college renowned for its inclusion, excellence, relevance, impact, and leadership.

　　 Position Description:

　　Under the direction of the Vice-President, Digital Transformation and Chief Information Officer and as part of the Information Technology Services (ITS) Division Senior Leadership Team, the Director, IT Client Support and Service Management will oversee the George Brown College's (GBC) IT Support Department which includes the Service Desk (helpdesk), On-site support, and technology adoption functions. The Director will also provide ITS-wide leadership and support in the development of IT Service Management practices, customer service principles, and stakeholder communications. The Director will also partner with various stakeholders to drive the College's overall technology strategy and systems roadmap.

　　In partnership with the IT Leadership Team, the Director will work to position GBC Information Technology Services as a leader in Service Management and customer service in the Ontario College sector. The incumbent will ensure ITSM principles (based on ITIL) are implemented and continuously enhanced throughout the ITS division. Along with implementing ITSM best practices, the Director will be directly responsible for key client facing ITSM processes including Service Request, Catalog Management, Incident Management, Service Level Management, Change Management, Problem Management, and Knowledge Management.

　　The Director will serve as a key ITS contact point for executives throughout the organization and ensure that ITS is delivering on key operational commitments and agreements that support students, staff, and faculty.

　　Key responsibilities:

　　Operational and Departmental Leadership

　　Oversee the day-to-day management of the IT Support Department including the Service Desk, On-site support, and other associated units.

　　Support diversity, equity, and inclusion with the recruitment and development of diverse front-line IT professionals with a balance of technical, business, and customer service skills.

　　Provide leadership, coaching and guidance to all team members and develop the management capabilities of direct reports (managers) to operate effectively and in line with modern service delivery approaches.

　　Oversee the management of vendor relationships relevant to IT Support. Ensure vendors meet agreed service levels and seek opportunities for improvement and cost-effectiveness.

　　Manage the budget for IT Support and Service Management (ISTM) operations ensuring effective and efficient use of resources.

　　IT Service Management Leadership

　　Implement, manage, and optimize ITSM processes including Service Request, Catalog Management, Incident Management, Service Level Management, Change Management, Problem Management, and Knowledge Management and provide guidance for all other ITSM processes across the ITS Division.

　　Establish policy, procedures, and standards to ensure consistent, high-quality service management across all ITS.

　　Develop and maintain an IT Service portfolio and catalogue that defines the service offerings of ITS division to the College.

　　Working with the Information and technology governance structure, develop and present reports on the performance of ITS services and operations to key stakeholders.

　　Stakeholder Management and Communication

　　Develop and implement a comprehensive communication strategy for the IT department.

　　Implement metrics to measure customer satisfaction and implement action plans that foster a customer-centric culture within ITS.

　　Develop and manage the process for communication standards form changes, updated and incident management; assume responsibility and ownership of specific escalations.

　　Technology Adoption

　　Oversee the adoption of new and existing technologies within the college.

　　Coordinates multi-channel communications campaigns to drive technology adoption; facilitate or oversee enablement and awareness events.

　　Oversee the creation, management, and awareness of the centralized repository of technology enablement resources (videos, how-to, quick-start guides, etc.)

　　Partner with HR, Facilities and Corporate Communications leaders on employee experience and engagement improvement initiatives.

　　Other duties as assigned.

　　Educational and Experience Requirements:

　　A minimum of Bachelor's degree in business management, operations, technology management, or equivalent are preferred.

　　A master's degree would be considered an asset (for succession planning).

　　Experience in the following is required - ITSM systems (Service Now, BMC, etc); Process management/development; communications and issues management.

　　A minimum of nine (9) years' experience within a large IT environment (supporting over 1000 employees) is required.

　　Experience in the public sector would be preferred.

　　A minimum of 5 (five) years' experience as a people leader, managing large teams.

　　Skills and Attributes:

　　Broad leadership skills managing a diverse team of experienced individuals.

　　Excellent communication, collaboration, teamwork, and interpersonal skills.

　　Demonstrated commitment to uphold the College's priorities on diversity and equity.

　　 Interview process may consist of a practical skills component.

　　 Notes:

　　The College requires proof of degrees, credentials, or equivalencies from accredited regional or federal post-secondary institutions and/or their international equivalents. Credentials may require validation at the time of interviews or offer. GBC employees, please use https://adfs.georgebrown.ca/adfs/ls/IdpInitiatedSignOn.aspx to apply via our internal site using your GBC credentials for consideration. About Us:

　　George Brown College prides itself on educating students through real-world learning, in the heart of Toronto. Our faculty and employees make this vision a reality, and we support them by making George Brown a great place to work . See why we are consistently ranked as one of GTA's top employers .

　　Why work here?

　　George Brown College offers hybrid work opportunities, a competitive pension plan, generous holiday and vacation time, a tuition assistance program, discounted rates for employees taking Continuing Education courses, and an equitable work environment where everyone matters.

　　George Brown College is committed to accommodating applicants with disabilities throughout the hiring process, in accordance with the Accessibility for Ontarians with Disabilities Act (AODA). Candidates who require accommodation in the hiring process may contact [email protected] confidentially.