Manager Service Operations

Job summary

Lead the Support Desk and Endpoint Services teams, overseeing daily operations, resource allocation, service performance, and continuous improvement of technology support. Manage staff development and collaborate with university stakeholders, security and infrastructure teams, and vendors on technology standards, strategic initiatives, projects, and new services.

Job details

Position Details Position Information Position Title Manager Service Operations Research Project Department/Unit ITS Client Services Location Halifax, Nova Scotia, Canada Posting Number S301-26 Employee Group DPMG Position Type Term Duration of Contract (if applicable) 14 months Employment Type Full Time Full-time Equivalency (FTE) 1.0 Salary $82,887 - $111,181 per annum based on 35 hours per week Classification ADM-07 Provisional Statement This is a provisional classification. Formal regular review classification procedures may be initiated at any time by the incumbent or supervisor after the incumbent has worked a minimum of six months in the role. About Dalhousie University Dalhousie University is Atlantic Canada’s leading research-intensive university and a driver of the region’s intellectual, social and economic development. Located in the heart of Halifax, Nova Scotia, with an Agricultural Campus in Truro/Bible Hill, Dalhousie is a truly national and international university, with more than half of our almost 21,000 students coming from outside of the province. Our 6,000 faculty and staff foster a vibrant, purpose-driven community, that celebrated 200 years of academic excellence in 2018. Job Summary Information Technology Services ( ITS ) is dedicated to a constructive, team-orientated environment, gathering varied perspectives, sharing knowledge, and building effective partnerships that enable our partners to achieve their goals by advising, providing solutions, and delivering service excellence in alignment with the University’s mission and goals. Reporting to the Director of Technical Support Services, the Manager of Service Operations leads the Support Desk and Endpoint Services teams, ensuring secure, reliable, and client-focused technology support for the university community. Key Responsibilities Lead the Support Desk and Endpoint Services teams, ensuring the delivery of high-quality technology support and service excellence for faculty, staff, and students across all campuses and remote locations. Manage daily operations, establish priorities, allocate resources, and oversee the continuous improvement of support services, processes, and IT service management practices. Collaborate with Information Security, Infrastructure, and university stakeholders to implement technology standards, security controls, and device management policies that support institutional requirements. Provide leadership in human resource management, including recruitment, performance management, staff development, training, workforce planning, and fostering an engaged and collaborative team culture. Monitor service performance, analyze operational metrics, respond to stakeholder concerns, and implement improvements to enhance service quality and user satisfaction. Contribute to strategic planning, project delivery, technology evaluations, and the development of new services, working closely with university partners and vendors to support evolving business and technology needs. Note The successful applicant will be eligible for hybrid work (combination of in-person work on campus and remote work from within Nova Scotia) as agreed by all parties based on operational requirements and university guidelines. Required Qualifications Undergraduate degree in Business Administration, Computer Science, Information Technology, or a related field, with considerable progressive experience in IT service delivery leadership and operations management, (or an equivalent combination of training and experience). Demonstrated experience leading technical support, service desk, endpoint management, or customer-facing IT teams in a complex organization. Proven leadership experience in staff supervision, performance management, recruitment, coaching, and team development. Strong knowledge of IT service management principles, operational planning, process improvement, and service excellence. Excellent analytical, problem-solving, communication, and relationship-building skills, with the ability to collaborate effectively with diverse stakeholders. Demonstrated ability to lead strategic initiatives, manage competing priorities, and drive change in a fast-paced technology environment. Assets Experience working in a post-secondary education or large public-sector environment. Knowledge of endpoint management platforms such as Microsoft Intune and enterprise device management practices. Experience supporting information security, compliance, and technology governance initiatives. Experience managing technology projects, vendor relationships, and operational budgets. Job Competencies The successful candidate is expected to demonstrate proficiency in Dalhousie’s core and leadership competencies, in particular: Respect & Inclusion Adaptability Knowledge & Thinking Skills Communication Service Additional Information Dalhousie University supports a healthy and balanced lifestyle. Our total compensation package includes a defined benefit pension plan, health and dental plans, a health spending account, an employee and family assistance program and a tuition assistance program. Application Consideration Applications from current university employees and external candidates are assessed concurrently. Current university employees will be given special consideration. We sincerely appreciate all applications and note that only candidates selected for an interview will be contacted directly by the hiring department or People and Culture. Diversity Statement Dalhousie University commits to achieving inclusive excellence through continually championing equity, diversity, inclusion, and accessibility. The university encourages applications from Indigenous Peoples of Turtle Island (especially Mi’kmaq), persons of Black/African descent (especially African Nova Scotians), and members of other racialized groups, persons with disabilities, women, persons identifying as members of 2SLGBTQIA+ communities, and all candidates who would contribute to the diversity of our community. In accordance with our Employment Equity Policy, preference will be given in hiring processes to candidates who self-identify as members of one or more of the equity-deserving groups listed above. For more information, including details related to our Employment Equity Policy and Plan and definitions of equity-deserving groups please review our Employment Equity information. If you require any support for the purpose of accommodation, such as technical aids or alternative arrangements, please let us know of these needs and how we can be of assistance. Dalhousie University is committed to ensuring all candidates have full, fair, and equitable participation in the hiring process. Our complete Accommodation Policy can be viewed here . Posting Detail Information Number of Vacancies 1 Open Date 10/05/2026 Close Date 10/19/2026 Open Until Filled No Special Instructions to Applicant Quick Link for Direct Access to Posting https://dal.peopleadmin.ca/postings/22164

What you’ll do

Lead the Support Desk and Endpoint Services teams, overseeing daily operations, resource allocation, service performance, and continuous improvement of technology support. Manage staff development and collaborate with university stakeholders, security and infrastructure teams, and vendors on technology standards, strategic initiatives, projects, and new services.

Requirements

A bachelor’s degree in Business Administration, Computer Science, Information Technology, or a related field is required, along with considerable progressive experience in IT service delivery leadership and operations management or an equivalent combination of training and experience. Candidates should have experience leading technical support or customer-facing IT teams, managing and developing staff, applying IT service management practices, improving processes, and leading change and strategic initiatives.

Benefits

• Defined Benefit Pension Plan
• Health Insurance
• Dental Insurance
• Health Spending Account
• Employee and Family Assistance Program
• Tuition Assistance Program

Listed skills

• Recruitment · Preferred
• Project management · Preferred
• Process Improvement · Preferred
• Technical Support · Preferred

Other relevant skills

Identified from the job description. Confirm important requirements above.

• IT Service Delivery Leadership
• IT Operations Management
• Technical Support
• Service Desk Management
• Endpoint Management
• IT Service Management
• Operational Planning
• Process Improvement
• Staff Supervision
• Performance Management
• Recruitment
• Coaching and Team Development
• Strategic Planning
• Project Management
• Stakeholder Collaboration
• Information Security

Job areas

• Technology
• Management & Leadership
• Customer Service & Support
• Education
• Security & Safety

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