Director, Client Services

Trent University is actively committed to creating a diverse and inclusive campus community and encourages applications from all qualified candidates. Trent University offers accommodation for applicants with disabilities in its recruitment processes. If you require accommodation during the recruitment process or require an accessible version of a document/publication, please contact Human Resources.

JOB PURPOSE:

The IT Director, Client Services, exists to champion the delivery of high-quality IT customer-centric services that meet the diverse needs of the University. By strategically overseeing the IT Client Service Desk, Desktop Management, Classroom Technology and Support, and LMS Administration and Support, this role ensures the seamless operation of technology solutions, fostering innovation, and enhancing the overall user experience. With a commitment to strategic alignment, service excellence, and continuous improvement, the IT Director of Client Services is instrumental in driving the organization toward its technological goals and aspirations.

KEY ACTIVITIES:

• Lead IT Client Service Desk operations in Peterborough and Durham
• Develop incident management protocols and drive service improvement initiatives.
• Strategically plan desktop hardware and software acquisition, standardize configurations, and ensure deployment consistency.
• Implement robust security measures, manage patch updates, and address information security risks.
• Ensure seamless integration of technology in classrooms, coordinate maintenance and upgrades, and manage Learning Management System (LMS) operations.
• Provide comprehensive user support, facilitate content creation, and integrate LMS with other systems.
• Define KPIs for IT client services, provide regular performance reports, and utilize data insights for continuous improvement.
• Translate IT vision and strategic direction, oversee function-specific strategies and initiatives, and ensure integration of university computing systems and services.
• Negotiate and obtain resources for long-term projects, develop innovative business solutions, and ensure compliance with policies and standards.
• Develop relationships with stakeholders, act as the university’s representative, and oversee human resource practices and processes.
• Oversees and ensures that all human resource practices and processes are complied with and develops leadership strength in functional areas by coaching reporting leaders and staff in the development of critical competencies and by modelling valued leadership behaviours.
• Provides career planning advice to staff and creates development plans to help staff achieve their career goals including assigning work which leverages their skills and capabilities and provides them with opportunities for learning.
• Directs the preparation, control and administration of budgets for reporting areas and approves major expenditures.
• Maintain professional designations, stay updated on information technology techniques, and provide leadership to IT governance committees and functions.

EDUCATION REQUIRED:

• Master’s degree required.
• Honours Bachelor’s Degree in Business Administration, Engineering, Computer Science, or related area from a recognized University with Canadian accreditation.

EXPERIENCE/QUALIFICATIONS REQUIRED:

• Over eight (8) years of progressive IT leadership experience in higher education or similar complex organizations.
• Extensive track record leading and cultivating high-performing, collaborative IT teams, including managing IT service domains such as client services, desktop management, and educational technology.
• Engaged effectively with diverse stakeholders, including university leadership, faculty, staff, and external partners, and managed technology vendors to meet university standards.
• Strong communication skills for conveying complex technical concepts and aligning technology initiatives with institutional goals.
• Proven adaptability to evolving technological landscapes and changing academic priorities, with strong analytical and problem-solving skills.
• Experience developing team members' leadership skills, managing IT budgets, and optimizing resources.
• Additional qualifications in project management, IT governance, and security are beneficial, with relevant experiences in equity, diversity, and inclusion.

Technical:

• Proficient in IT Service Management (ITSM) and ITIL best practices, including incident, problem, and change management.
• Experienced with Windows, macOS, and Linux operating systems, deployment tools, and desktop virtualization, as well as LMS administration and integration with student information systems.
• Skilled in Microsoft Endpoint Manager, Configuration Manager, and Intune for desktop management, with an understanding of cloud computing's impact on desktop management and user services.
• Familiarity with Mobile Device Management (MDM) solutions and technology procurement, including negotiation and contract management.
• Awareness of IT security principles, regulatory requirements, compliance standards, and emerging technologies impacting client services, with a commitment to continuous learning and adaptability.

Competencies:

• Customer Service: Leads customer-centric IT strategies, excels in stakeholder engagement and communication, exceeds service benchmarks, minimizes disruptions, and fosters innovation.
• Collaboration: Improves communication, shares credit, monitors and enhances team effectiveness, influences team strategy positively, and demonstrates commitment under challenging situations.
• Communicating for Results: Engages with leaders, seeks consensus, debates opinions, resolves conflicts, explains complex situations, and solicits expert perspectives for decision-making.
• Problem-Solving: Anticipates risks, forecasts trends, defines innovative solutions, and gains senior leadership approval for critical issues.
• Leading Self: Manages emotions, reflects on setbacks, seeks feedback, adapts to change, and positively influences others.
• Leading Others: Supports learning and development, mentors talent, ensures equitable opportunities, fosters diversity, and promotes effective conflict resolution.
• Leading the Organization: Understands technology trends, champions alliances, provides support for strategic direction, and fosters a culture of continuous transformation.
• Strategic Technology Planning: Develop plans aligning with organizational needs, incorporating emerging technologies and economic viability.