IT Service Management Coordinator

Job title: IT Service Management Coordinator

Job description: Date Posted: 11/25/2021
Req ID: 20322
Faculty/Division: OISE
Department: Education Commons
Campus: St. George (Downtown Toronto)

Description:

About us:

OISE is recognized as a global leader in graduate programs in teaching and learning, continuing teacher education, and education research. As one of the largest and most research-intensive faculties of education in North America, OISE is an integral part of the University of Toronto – Canada’s most dynamic and comprehensive institution of higher learning.

OISE is committed to enhancing the social, economic, political and cultural well-being of individuals and communities locally, nationally and globally through leadership in teaching, research and advocacy. A unique place to work, learn and grow, OISE addresses current and emerging challenges with the scale, academic excellence and collaborativeenergy that few institutions in the world can claim.

The Education Commons will provide, in collaboration with major research and development initiatives where appropriate, the iterative design, implementation and evaluation of technological environments and information space in which the academic and research programs of OISE are carried out.

Your opportunity:

This position will report into the Associate Director, IT Service Management and be responsible for supervising the Service Delivery Specialists and serving as an escalation point while working closely with the Intermediate Systems Administrator and Technology Adoption Consultants to ensure day to day operations of Education Commons services are efficiently delivered to the OISE community. This will include constantly applying a continual improvement mindset during any outages and repetitive incidents to ensure the highest possible quality of service is available to OISE community.

The position will be responsible for coordinating the activities; leading service delivery and client facing projects; and coordinating all customer facing day to day operations in the Department of Education Commons (IT) within the faculty of UofT, OISE. This includes: managing, prioritizing, assigning and following up on the incoming service requests and incidents and coordinating infrastructure resources during any unplanned IT emergencies by managing coordinated responses to the community on what to expect and developing uniform messaging; analyzing the effectiveness and efficiency of existing systems and developing technical solutions for systems improvements; evaluating new technologies or new and modified business processes to determine enhancement requirements; reconciling business requirements with information architecture needs for highly complex system integration; researching, analyzing and recommending potential changes to system features; liaising with vendors to coordinate services and resolve issues; and advising on the creation of efficiencies for business processes and productivity.

Responsibilities also include overseeing day to day operations of virtual and physical computer labs including scheduling, setup, monitoring service levels, communicating with the community on the required software and collaborating with the Business Officer on the procurement; and acting as back up for the Service Delivery Specialists and Intermediate System Administrator as it relates to managing the end points, such as inTune, Kace, virtual lab administration, service management tool configuration and day to day management and continual improvement.

This position will also be working with central IT information security group by analyzing the security and integrity of highly complex system problems and/or implications of any new technology, changed procedure or new service. Preparing detailed analysis on complex risk assessments.

In addition, this position will be responsible for the annual computer renewal plan. This annual project involves the replacement of end of life equipment with the new devices, while planning of end point standards, testing new hardware, procurement, preparation of devices, coordinated delivery and communication with Service Delivery Specialists and OISE community while adhering to timelines.

Your responsibilities will include:

• Analyzing the security and integrity of highly complex system problems and/or implications of any new or changed procedure or technology
• Analyzing the effectiveness and efficiency of existing systems and developing technical solutions for systems improvements
• Evaluating new technologies or new and modified businesses processes to determine enhancement requirements
• Facilitating educational workshops and seminars
• Delegating tasks to IT support staff when appropriate
• Analyzing service delivery and/or internal processes and recommending improvements
• Directing the activities of a group all performing a similar function

Essential Qualifications:

• Bachelor’s Degree, preferably in a Computer Science-related field or acceptable combination of equivalent experience.
• Minimum five years supporting complex systems and large user communities, including experience working with ITIL best practices to service delivery.
• Demonstrated experience in project management, consulting, documentation, and implementing new or updated systems within a large, highly complex and highly technical organization.
• Demonstrated experience in analyzing highly complex problems and producing concrete and actionable solutions.
• In-depth knowledge of a wide range of computer software and hardware including Mac and PC hardware and associated peripheral equipment. Demonstrated experience with macOS, various versions of Windows Active Directory, LDAP; iOS, Android and ChromeOS mobile devices,Web/HTML skills, including scripting; application software such as e-mail clients, Web browsers, MS Office or equivalent.
• Experience with service management frameworks such as ITIL/ITSM, LEAN, COBIT.
• Experience with analyzing the security and integrity of highly complex system problems and/or implications of any new technology, changed procedure or new service.
• Experience supervising staff including assisting in solving complex problems, and providing day-to-day work coordination, scheduling and prioritization.
• Demonstrated experience with implementing service improvements based on KPIs and metrics using industry standard ITSM tools.
• Excellent verbal and written communication skills. Excellent presentation skills.
• Strong analytical and problem-solving skills.
• Strong time management and organizational skills.
• Strong conflict resolution/de-escalation and leadership skills.
• Strong ITSM implementation and operational skills.
• Strong commitment to high-quality and client-focused service delivery. Ability to work as an effective member of a team and as team leader.
• Ability to communicate effectively and patiently with both basic level and sophisticated users. Demonstrated tact and diplomacy in dealing with a diverse group of client departments.
• Demonstrated initiative and ability to learn new skills and work independently.
• Demonstrated flexibility. Ability to adapt quickly in a constantly changing environment. Demonstrated ability to work in a high-pressure environment.
• Ability to lift computer and related equipment.

Assets (Nonessential):

• Training or courses in user experience would be a strong asset.
• PMP, ITIL/ITSM, LEAN, COBIT, CISSP or equivalent certification desirable.

To be successful in this role you will be:

• Accountable
• Approachable
• Perceptive
• Proactive
• Resourceful
• Team player

Closing Date: 12/06/2021, 11:59PM ET
Employee Group: USW
Appointment Type: Budget – Continuing
Schedule: Full-Time
Pay Scale Group & Hiring Zone: USW Pay Band 16 — $89,529 with an annual step progression to a maximum of $114,493. Pay scale and job class assignment is subject to determination pursuant to the Job Evaluation/Pay Equity Maintenance Protocol.
Job Category: Information Technology (IT)

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