PASS 307 Manager of ICT Client Support

Career Opportunity

PASS 307 Manager of ICT Client Support - Information and Communication Technology Posted November 27, 2024

Internal/External

Date of Appointment: As soon as possible Reporting to: Chief Information Officer

Description: Lead, support, evaluate, procure, and deploy all end-user and classroom technology while managing incident response for the HWCDSB. Oversee the ICT-Helpdesk and ICT-Client Support teams, including workload management, project oversight, and staff supervision. Drive innovation and strategic technology deployment to enhance educational outcomes and operational efficiency.

Key Responsibilities

Lead, mentor, and manage the ICT-Helpdesk and ICT-Client Support teams, ensuring efficient daily operations and exceptional service delivery while promoting a collaborative and productive work environment.

Manage day-to-day operations of the ICT customer service function, including resource planning and work allocation.

Develop and implement service standards, policies, and procedures. Analyze service metrics and end-user feedback to drive continuous improvement initiatives.

Collaborate on the development and execution of the HWCDSB ICT Strategy.

Monitor and manage incident queues to ensure incidents are handled according to procedures and service levels.

Contribute to developing, testing, and improving incident management procedures. Use analytics tools to track trends.

Ensure resolved incidents are properly documented and closed.

Support team members in the correct use of the incident process.

Diagnose service delivery problems and initiate actions to maintain or improve levels of

service.

Establish and maintain operational methods, procedures, and facilities, reviewing them regularly for effectiveness and efficiency.

Evaluate necessary technology to meet educational and operational needs while ensuring the standardization and currency of ICT-supported technology.

Manage procurement processes, including tendering specifications for products and services.

Oversee the lifecycle and detailed asset management of ICT end-user and classroom technology equipment.

Oversee the installation and upkeep of both wireless and wired network systems across all HWCDSB locations, ensuring compliance with standards for data cabling and communication closets.

Partner with stakeholders to integrate technology that supports student achievement and staff efficiency.

Apply industry best practices for software and technology deployment.

Collaborate with HWCDSB Facilities Department, Engineering, and Architectural firms on technology requirements for new and renovated buildings.

Manage large-scale technology rollouts, coordinating with third-party resources as needed.

Prepare system-wide communications.

Perform other duties as assigned.

Qualifications

Bachelor's Degree in Computer Science or a related field (preferred), with ongoing relevant education.

Strong organizational, communication, and interpersonal skills.

7-10 years (preferred) of progressive experience in IT within the education sector.

Advanced Certification in IT Service Management (ITSM) is an asset.

Proven leadership and team management skills.

Excellent technical and problem-solving abilities.

Ability to manage competing priorities and meet constant deadlines.

Strong initiative, attention to detail, and a commitment to excellent customer service.

Demonstrated project management expertise.

Location: Information and Communication Technology Department, St. Mary Catholic Education Resource Centre

Salary: Professional Administrative Support Staff PASS + ($+1,06+ - $113,643) *under review

Last date for consideration: Tuesday December 10, 2024 at 4:00 p.m.

Please include the full posting title within the subject line. The resume must include two (2) Professional References; and a Pastoral Reference Letter is preferred. It must also include an authorization to contact references provided. Thank you to all applicants who submit their application. Please note that consideration will be given to those applicants who submitted a complete package. Only those applicants eligible for an interview will be contacted.

Education

Schools and administrative sites within the Hamilton-Wentworth Catholic District School Board (HWCDSB) give witness to the truth that Jesus Christ is the foundation and the heart of Catholic Education and the centre of its community. Central to this vibrant and student focused system is a vision of students as uniquely created in the image of God. This commitment is expressed and realized in the Board's Mission which is:

In union with our Bishop, to enable all learners to realize the fullness of humanity of which our Lord Jesus Christ is the model

Hamilton-Wentworth Catholic District School Board (HWCDSB) Is Committed To Equity And Inclusion In The Recruitment And Hiring Of Qualified Staff Who Reflect The Diversity Of Students And Our Community. We Actively Encourage Applications From Members Of Groups With Historical And/or Current Barriers To Equity, Including, But Not Limited To

First Nations, Métis and Inuit peoples, and all other Indigenous peoples;

Members of groups that commonly experience discrimination due to race, ancestry, colour or place of origin;

Persons with visible and/or invisible (physical and/or mental) disabilities.

In our efforts to ensure an inclusive, diverse and representative workforce, HWCDSB will:

Value, promote and encourage the hiring of staff from under- represented communities;

Value applicants' additional experiences, lived experience, skills, backgrounds and perspectives;

Collect voluntary self-identification data from applicants in accordance with the Ontario Human Rights Code, HWCDSB's Teacher Hiring Practices Administrative Procedures, and Ontario's Anti- Racism Data Standards.

Where the required skills, ability and qualifications of candidates are relatively equal, candidates who self-identity as a member of one or more under-represented groups may be selected.

The HWCDSB is also an equal opportunity employer that is committed to inclusive, barrier-free recruitment and selection processes. We also recognize our duty to accommodate and foster a culture of inclusion. We will provide accommodations during the hiring process. If an accommodation is required, please inform the Human Resources Team or Hiring Manager in advance of any part of the process. All information received relating to a candidate's required accommodation will be addressed confidentially.