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 Associate Director, Client Support Services, located at the Welland Campus. The salary range is $98,395 to $122,994 for a 35-hour work week. Additional hours may be required as necessary.

Reporting to the Director, Project Portfolio Office and Client Support Services, the successful candidate will be responsible for the efficient operations of the ITS Service Desk, and tier 1 and 2 technical user support in Client Support Services within ITS. This exciting role will be responsible for ensuring client and user technical support, and corresponding service ticket life cycle in support of over 250 classrooms/meeting rooms, over 3000 computer lab and employee computers, and over 400 print devices. This is a key role within Niagara College, and the successful candidate will oversee departmental and cross functional projects involving the Client Support Services department.

Responsibilities include, but are not limited to:

• Hire, supervise, train, and manage performance for Client Services staff, while identifying staffing and resource requirements
• Design, acquire and support the technology infrastructure (hardware, software, and applications) needed to support college desktop/laptop facing computers for students and staff
• Oversee the client technologies used to automate and run the computer labs, desktops, podiums and meeting rooms required to support the academic and administrative delivery
• Manage print contracts and in-house support and auditing requirements for College printers, and malfunction devices
• Provide installation and front-line tier 1 and partial tier 2 technical support for all College students, staff, and faculty
• Develop internal practices and guidelines to standardize processes and services
• Keep the ITS website and knowledge base up to date as well as the service desk software
• Manage and coordinate projects to acquire, maintain and renew the client technologies and software
• Negotiate, assess, and manage licenses, software and support contracts for the IT Client Support Services section
• Provide professional development, guidance, mentoring and training to staff
• Ensure all equipment and associated administrative and academic software is operational and adequately patched and maintained in an efficient manner
• Provide support for the College’s mobile devices, including cell phones, tablets, and VR equipment
• Support the implementation of new and renovated college spaces including teaching and learning spaces
• Act as a consultant for new user technologies or space expansion and transformation

Qualifications:

• 3-year post-secondary diploma in Computer Science, Business, Engineering, Mathematics, Applicable Technology, or equivalent
• One or more ITIL Foundation Certifications or COBIT Certification required
• A+, Network +, MCSA, MCSE or any other technology certifications are desirable
• 7 years progressive experience providing helpdesk and frontline support in a large IT environment
• 5 years management experience of a large 15+ person team, and administering and supporting centralized client support IT tools
• 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
• 2 years experience analysing 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

If selected for an interview, candidates must present proof of education (original transcripts/credentials).

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.

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/**.

While we thank all applicants, only those selected for an interview will be contacted