Manager, Enterprise Client Services

Are you ready to lead a dynamic Technical Support team, orchestrating daily operations with a focus on rapid technical issue resolution?

Are you ready to propel the adoption of cutting-edge practices, policies, and procedures to optimize service delivery? We’re seeking a Manager, Enterprise IT Client Services (Technical Support) , to lead transformative IT initiatives. Lead the way in managing service processes and standards, ensuring efficiency and satisfaction. Maximize impact by aligning tools with business needs, delivering insightful performance reports, swiftly resolving incidents, innovating service development, and nurturing team growth. Embark on this exciting journey of innovation and excellence in IT service support, leading ongoing improvement efforts in IT service provision while promoting equity, diversity, and inclusion.

Here's What’s on Your Horizon

Here’s a look at the key responsibilities that will shape your path, setting you up for success and fulfillment in your new position. Get ready to dive into a role that promises growth, challenge, and the opportunity to make a meaningful impact.

• Enhance IT service efficiency with process improvement, metric monitoring, KPI’s, vendor management, and insightful performance reporting.
• Responsible to lead incident and problem resolution, collaborating with other technical teams to prevent disruptions.
• Craft and uphold a comprehensive service catalog, effectively conveying offerings to the Seneca community.
• Effectively lead a team by establishing objectives, effectively managing and prioritizing tasks, managing hiring and performance evaluations, providing training and support, coordinating activities, stepping in and providing IT support to assist your staff and offering constructive input for improved efficiencies.
• Collaborate with the IT leadership team and other departments across the polytechnic to develop and implement initiatives to streamline processes, improve customer service.
• Identify and implement opportunities for automation of technology remediations and processes.
• Continuously monitor industry trends and the product landscape to assess their impact on the end-user experience.
• Excellent communication skills – written, oral, listening, presentation, the ability to communicate effectively based on audience – faculty, employees or students.

Join Our Team

Step into this position with a minimum of 5 years of experience in leadership IT Technical Support or related fields. The ideal candidate is proficient in efficiently managing IT service support, resolving incidents effectively, maintaining service catalogs, leading teams, and ensuring operational excellence.  Your technical expertise should include a solid understanding of IT infrastructure, operating systems, software, and scripting / automation. You must also have strong troubleshooting skills, including root cause analysis, as well as proficiency in diagnosing hardware and software issues. Having experience with ServiceNow would be an asset. We are seeking individuals with a proven track record of experience in IT service management processes, vendor relations, and personnel development, driving efficiency and delivering high-quality service. Additionally, ensure you hold a Post-Secondary Diploma or Degree in Information Technology, Computer Science, or another related field. Equivalent combinations of training and experience to also be considered.

If you're ready to make a significant and lasting impact, we invite you to join us!

Note :

As part of our commitment to dismantling barriers to success, Seneca may consider applicants with an equivalent combination of education and experience.