Manager, IT Support

Job Summary

Reporting to the Director, Technology, the Manager IT Support is responsible for the leadership and direction of the IT support team as they provide the Calgary Public Library, it's staff, and user community with day to day technology support services. These services ensure the delivery of Library technology systems, hardware, and software in the following areas: - End-user support (employees) - End-point hardware, software peripherals - Member end-user support, as directed - Operating systems both server and end-point Applications - Cloud services - Both services and servers - Application security - M365 Suite - Continuity.

This position requires the incumbent to have: - excellent customer service, interpersonal and relationship building skills - strong written and verbal communication skills with the ability to communicate with all levels in the Library - a passion for metric driven performance reporting, and in-depth working knowledge of modern IT support practices. A certification in ITIL v4 would be considered an asset.

Responsibilities and Activities

Functional Strategy Formation
Lead the development and implementation of strategy for an important area of responsibility within a function, anticipating complex issues, challenges, and opportunities and ensuring integration with wider functional strategy.

Strategy Formation and Implementation
Develop tactical plans for optimizing resources and assets being managed within a significant area or department.

Leadership and Direction
Identify and communicate the actions needed to implement the function's strategy and business plan within the business area or department; explain the relationship to the broader organization's mission, vision, and values; motivate people to commit to these tenets and do extraordinary things to achieve local business goals.

Business Planning
Develop and propose annual business plans for a given area or department, ensuring alignment with strategy. Recommend financial and headcount budgets; propose business targets, for example, revenues or other key performance indicators (KPIs); and schedule key activities/projects, ensuring integration with other elements of the organization.

Internal Customer Engagement
Identify and manage internal customers up to and including management level, finding out their needs, issues, and concerns and reacting to them by leading and coordinating the development of engagement plans to support the communication of business information and decisions.

Policy Development and Implementation
Develop functional or operational policies and help develop policy frameworks for area of responsibility or department. Take responsibility for creating underlying procedures and monitoring their implementation.

Customer Relationship Management
Develop and implement a relationship management plan for strategic, complex existing accounts to build key relationships at all levels. Coordinate the engagement of own organization with the customer organization to ensure effective two-way flow of information and resolution of issues. Manage key customer relationships to ensure their ongoing satisfaction and loyalty.

Budgeting
Manage budget plans for a department. May involve development or delivery or both.

Organizational Capability Building
Evaluate the capabilities of staff within the department to identify gaps and prioritize development activities. Implement the organization's formal development frameworks within the area of responsibility. Coach and mentor others to support the development of the organization's talent pool.

Performance Management
Manage and report on performance within the department or area of responsibility; set appropriate performance objectives for direct reports and hold individuals accountable for achieving them; take appropriate corrective action where necessary to ensure the achievement of annual business objectives.

Qualifications

EDUCATION
A University Bachelor level degree in computer science, information technology, engineering, or other related fields
EXPERIENCE
Demonstrated experience in IT Support, including 2-5 years’ experience in management positions
Experience leveraging IT Support metrics to drive team performance
Demonstrated high performance and experience in customer service, strong interpersonal and relationship-building skills.

Additional Information

Working Conditions:

• Lifting up to 10 kg required.
• Physical demands associated with using a computer for long periods of time.
• Mental demands associated with simultaneous and multiple priorities, multi-tasking, and a dynamic work environment.
• Manages conflict effectively.
• Contributes in a team/collaborative environment.