Service and Technology Delivery Lead

University of Toronto

The University of Toronto is a globally top-ranked public research university in Toronto, Ontario, Canada.

Date Posted: 02/06/2025
Req ID: 41576
Faculty/Division: Faculty of Arts & Science
Department: Information and Instructional Technology
Campus: St. George (Downtown Toronto)
Position Number: 00046607

Description:

About us:
The Faculty of Arts & Science is the heart of Canada’s leading university and one of the most comprehensive and diverse academic divisions in the world. The strength of Arts & Science derives from our combined teaching and research excellence in the humanities, sciences, and social sciences across 29 departments, seven colleges and 46 interdisciplinary centres, institutes, and programs. We can only realize our mission with the dedication and excellence of engaged staff and faculty. The diversity of opportunities and perspectives within the Faculty reflect the local and global landscape and the need for curiosity, innovative thinking, and collaboration. At Arts & Science, we take pride in our legacy of innovation and discovery that has changed the way we think about the world.

The Faculty’s divisional IT team, Information & Instructional Technology (IIT) and local, departmental IT teams are a crucial source of support for faculty teaching, research, and administrative operations. IIT works closely and collaboratively with institutional teams as well as local IT teams to champion and support technology initiatives as well as provide some key division-wide IT services. In addition, IIT supports the technology needs for numerous departments, centres, schools, and institutes including day-to-day computing, infrastructure fulfillment (systems, networking, and data centre), public web services, and application development. We are a well-respected, service-oriented team that aims to deliver timely support and quality work, imperative for the smooth operation of our faculty.

Your opportunity:
Our great team of Service and Technology Delivery Leads ensures sound end user and collaborative technology deployment and IT service operations through the planning, implementation, and supportability of various key Faculty of Arts and Science (FAS) and University-wide initiatives and projects. Our Leads work under the general direction of the Senior Manager, Client Services and also take direction from other IIT Managers to work on numerous diverse initiatives that serve the needs of our staff, faculty/instructors, and researchers, including shared technology solutions.

IIT Leads work as a team and focus on primary technology areas of expertise but also support other technical areas for the purpose of skill development, cross-training, technical modernization, and team coverage. Technology areas include working closely with IT teams and clients to drive security-focused, sustainable modernization paths for all secure end-user and shared space computing including audio visual/VC and collaborative space technologies, other collaborative technologies such as Microsoft 365 services, endpoint/device deployment and support, Client Services project coordination, IT service management maturity with focus on documentation development, business analytics, and more. The incumbent will also oversee production, resolve complex issues and major incidents, and provide exemplary hands-on technical support as well as team leadership, support, training, and encouragement.

Your responsibilities will include:

• Oversee all aspects of diverse Client Services projects and initiatives including collaborative technology initiatives in spaces/buildings; working with vendors as required, focus on the deployment, integration, and configuration of AV/VC systems in various settings including labs, training spaces, conference, and meeting rooms.
• As guided by the IIT Infrastructure team, also oversee end user device management and engineering deployment and support including set-up/imaging, tracking, patching, and maintenance of Windows, MacOS, and other devices; support Microsoft 365 client and application implementations as well as asset and software management.
• Provide expert support to our teams and clients for all end user technologies including phones, printers, computing devices, storage devices, docking station solutions, etc.
• Deliver IT service operations maturity including analytics, change management, vendor reviews, team training plans and execution, incident and root cause analysis, and knowledge management.
• Advise on technical solution cost, feasibility, impact, and operational support modelling.
• Drive technology progression through proactive and continuous learning, research, releases, and deployment management.
• Guide, direct, motivate, mentor, and monitor IIT teams and team members; provide back-up support to IIT peers based on various business needs and priorities.
• Lead, plan, and document IT projects, communication strategy, and training.

Essential Qualifications:

• Bachelor’s degree in Information Science, Information Technology, Computer Science, or an acceptable equivalent combination of education and experience.
• Minimum five years of recent and related experience with highly complex, highly technical, diverse end user technologies including hands-on expertise with Microsoft 365, Windows, MacOS deployment and administration (Microsoft SCCM, Quest Kace or equivalent) as well as mobile device management and active directory; preferred candidates will demonstrate extensive skills and expertise including analyzing, recommending and designing end user technology solutions including asset inventory management leading to sound security audits.
• Minimum three years of recent and related experience analyzing, recommending, and/or designing technical solutions for audio visual and collaborative technology systems, ideally in postsecondary or research-intensive institutions.
• Experience leading and planning IT projects and liaising with clients on designing systems that reflect operational requirements.
• Excellent project management, training, documentation, and consulting skills.
• Excellent written and verbal communications skills with the ability to communicate effectively with non-technical users.
• Excellent analytical, organizational, problem-solving, time management, and multi-tasking skills.
• Strong customer-service orientation and ability to work with a variety of clients.
• Strong collaborator in a team-oriented environment.
• Proven aptitude for IT architecture and formulation of best practices in system design, implementation, administration, and troubleshooting.
• Strong, engaging team leadership skills with the ability to drive productive and engaged teams.
• Excellent time management, prioritization, and multi-tasking skills.
• Proven aptitude for risk and security implementation in an operations environment.
• Ability to work occasional evenings, weekends, and on-call as urgent business needs arise.

Assets (Nonessential):

• PMP, ITIL, and/or CISSP certifications are considered strong assets.

To be successful in this role you will be:

• Articulate
• Multi-tasker
• Organized
• Proactive
• Tactful

Note:

• This role is primarily onsite, with limited opportunities for remote work. Candidates must be available to work in person as required to support operational needs.

Closing Date: 02/21/2025, 11:59PM ET
Employee Group: USW
Appointment Type: Budget - Continuing
Schedule: Full-Time
Pay Scale Group & Hiring Zone:
USW Pay Band 16 -- $101,539. with an annual step progression to a maximum of $129,851. Pay scale and job class assignment is subject to determination pursuant to the Job Evaluation/Pay Equity Maintenance Protocol.
Job Category: Information Technology (IT)

Lived Experience Statement

Candidates who are members of Indigenous, Black, racialized and 2SLGBTQ+ communities, persons with disabilities, and other equity deserving groups are encouraged to apply, and their lived experience shall be taken into consideration as applicable to the posted position.