Director, Client Support Services

Located in the heart of the Niagara Region – just minutes from one of the world’s most well‑known tourism destinations – Niagara College offers more than 130 innovative programs between our campuses in Welland and Niagara‑on‑the‑Lake. Since opening its doors in 1967, Niagara College has grown to become a leader in education and training and one of the most enterprising colleges in Canada.

Applications are invited for the position of Director, Client Support Services, located at the Welland Campus. The salary range is $113,514 to $141,892. Additional hours may be required as necessary.

Reporting to the Chief Information Officer (CIO) and serving as a member of the ITS Management team, the Director, Client Support Services provides strategic leadership and operational oversight for the College’s technical client‑facing services. This includes the Service Desk, Desktop Technology, Audio Visual (AV), academic labs, and physical security infrastructure. The successful candidate is responsible for aligning these services through formal ITSM governance, as well as long‑term lifecycle and financial planning.

The successful candidate will manage, and coordinate projects related to acquiring, maintaining, and renewing client technologies and software. The role supports the implementation of new and renovated college spaces, including teaching and learning environments, while also providing some installation work and front‑line tier 1 and partial tier 2 technical support for teaching and security technologies.

Niagara College is a place‑based organization, and all positions are primarily based on campus. On‑campus work allows for close collaboration and a strong team culture. While most work will be done in the office, we offer the flexibility for some remote work, as the job allows.

Responsibilities

• Ensure effective client/user technical support and service ticket management for more than 250 classrooms and meeting rooms, over 3,000 lab and employee computers (including a student laptop program), and more than 400 print devices
• Oversee the technologies used to operate and automate computer labs, desktops, podiums, and meeting rooms that support academic and administrative operations
• Manage and coordinate projects related to acquiring, maintaining, and renewing client technologies and software
• Oversee departmental and cross‑functional projects involving the Client Support Services department
• Establish ITSM standards for Incident, Request, and Problem Management
• Develop and manage Service Level Agreements (SLAs) to support transparency and accountability in service delivery
• Maintain spending control through inventory and asset tracking systems
• Develop and manage multi‑year hardware and software renewal plans, departmental budgets, and vendor contracts
• Direct the architecture and support of the College’s endpoint environment, including 4,000+ devices, 200+ software applications, and classroom AV and teaching technologies
• Ensure systems remain patched, secure, and operational
• Oversee the support, maintenance, and lifecycle of the College’s physical security technology infrastructure, including IP camera systems and electronic door access controls
• Lead and mentor a multi‑disciplinary team by establishing performance metrics and professional development plans
• Manage staffing activities including hiring, technical training, and performance management to maintain service standards
• Partner with Academic and Administrative leadership to align IT services with changing program needs
• Develop 3‑to‑5‑year technology roadmaps and contribute to broader institutional strategy as a member of the IT Leadership Team

Qualifications

• 3‑year post‑secondary diploma in Computer Science, Business, Engineering, Mathematics, or Applicable Technology
• Some ITIL Foundation Certifications or COBIT Certification required
• A+, Network +, MCSA, MCSE or any other technology certifications are desirable
• Seven (7) years progressive experience providing helpdesk and frontline support in a large IT environment
• Five (5) years management experience of a large 10+ person team, administering and supporting centralized client support IT tools, and experience in IT Service Management Implementation (ITSM)
• Three (3) years technical experience providing level 2 support of various desktop technologies, audio visual and surveillance support in a large environment, and managing and delivering IT projects on tight schedules
• Two (2) years' experience analyzing and reporting support metrics, and handling multi-million-dollar IT budgets
• Strong understanding of service management needed for management of first and second level support teams
• Strong leadership, coaching and mentoring skills to develop both individual staff members and collective team expertise
• Understanding of College business processes as well as knowledge of the College’s teaching and learning environment is an asset

Niagara College is strongly committed to diversity and inclusion within its community. We offer an inclusive work environment and welcome applications from all qualified individuals who believe they can contribute to further enhancing campus diversity and equity efforts. If requested, accommodations will be made to support applicants with disabilities during the recruitment and selection process.

Note: Credentials obtained outside of Canada require an evaluation to determine the Canadian educational equivalence. This evaluation must support the educational requirements for the position as a condition of employment. For further information, visit: World Education Services http://www.wes.org/ca/.

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