Job Description

About Carleton University
Carleton University is situated on unceded Algonquin territory and bordered by the Rideau River and the Rideau Canal, a UNESCO World Heritage site, in Ottawa, Ontario. The university is just minutes from the heart of our nation's government and G-7 organizations and this capital advantage provides opportunities for staff and faculty and students to make a positive impact in our community and around the world.
Named a Top 100 Employer in 2023, 2024 and 2025, and a National Capital Region Top Employer for 10 consecutive years, Carleton University is one of Canada's most resourceful and productive hubs of learning and research, fuelling a rich talent pipeline that is supporting social and economic renewal. The university's smart, caring and connected community inspires and empowers individuals to become change leaders who drive impact in the world while challenging conventional modes of thinking and doing. At Carleton, we are committed to fostering an innovative, equitable and welcoming work environment. Carleton is also a nationally certified Healthy Workplace and is a recipient of the Canada Awards for Excellence, Healthy Workplace Order of Excellence and Platinum Level Certification for Mental Health at Work.
The university's is an ambitious vision for the future, anchored in Carleton's strengths and student-centric, community-engaged values.
Duties and Responsibilities:
Responsible to support the Manager, IT Client Services in delivering effective IT service management to Carleton University. This role assists with the oversight of daily operations for the IT Service Desk, contributes to service delivery strategies, and leads initiatives aimed at enhancing client satisfaction and technical standards. The Assistant Manager advances ITS goals by encouraging teamwork, managing change, and upholding service standards. Also responsible to support new service integrations and operationalization of shared services at the Service Desk and streamline the service environment.
Qualifications:
The incumbent must possess the following qualifications:

• Knowledge of operational management and leadership concepts practices including program/service delivery models, policy development, planning, budgeting, performance measurement management, and human resources.
• Knowledge of relevant governing legislation, collective agreements, policies and procedures.
• Knowledge of office as well as the broader university academic units, departments, and divisions.
• Knowledge of office productivity software and databases, internet browsers and search engines, discipline-specific software, enterprise software, and technology devices.
• Knowledge is used to lead network service unit.

Education and Experience:
The above is normally acquired through the completion of:

• Bachelor's degree in Information Technology, computer science, or related field
• Minimum of four year of previous in the related field including two years of leadership and management experience

HR Note:
Equivalencies will be considered. Applicants are encouraged to provide information which may demonstrate equivalent qualifications. Please note that applicants may be required to complete an employment test as part of the selection process for this position. Those applicants that are selected for an interview will be requested to contact the Human Resource Advisor assigned to this competition as soon as possible to discuss any accommodation requirements. Arrangements will be made to accommodate your request in a timely manner. Carleton University is strongly committed to fostering diversity within its community as a source of excellence, cultural enrichment, and social strength. We welcome those who would contribute to the further diversification of our University including, but not limited to: women; visible minorities; First Nations, Inuit and Metis peoples; persons with disabilities; and persons of any sexual orientation or gender identity and expressions.
Health and Safety Requirements
This position is regularly required to work on campus in person. In the event of a public health emergency or a health and safety issue, it is possible that you may be required to work temporarily remotely due to public health orders, directives and/or health and safety requirements. If this happens, you will work with your direct manager to set up a remote work environment including discussing appropriate technology and requirements. You are required to follow all University policies and directives, including to set up a safe and confidential workspace in a remote location and ensure all Carleton property (intellectual and other) is safeguarded. If required to work remotely, you will be notified by your manager when working full time physically onsite will resume.
You must before attempting to apply for any postion.
Please confirm that you have updated your candidate profile, if you are a returning applicant. Please note your profile includes important screening information.

Skills Required