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 for overseeing the operational delivery of IT services within the Information Technology Services (ITS) department at Carleton University. Reporting to the Director, OCIO & Service Experience this role manages the IT Service Desk, Service Delivery and Quality Team and the Microsoft Centre of Excellence (COE), ensuring high-quality service delivery, technical innovation, and user satisfaction. The Manager, IT Client Services drives operational excellence, supports strategic initiatives, and fosters a collaborative team environment to align with the university's IT and management objectives.
Qualifications:
The incumbent must possess the following qualifications:

• Knowledge of leadership practices in people management, strategic planning and risk management, policy development, financial management and stakeholder relationship management
• Issues and trends at Carleton and in the higher education sector related to the use of technology and information management
• Contemporary best practices in information management and technology programs and service delivery models
• Knowledge in IT applications, infrastructure and security and their integration
• Knowledge of process management
• Knowledge is used to develop and lead a major functional area within the university
• Expert knowledge in IT service management, team leadership, and process optimization. Strong understanding of AI technologies, Microsoft ecosystems, and IT service desk operations.
• Familiarity with trends and best practices in IT service delivery within higher education.
• Proficiency in project management, problem-solving, and stakeholder communication.

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

• Completion of a bachelor's degree in computer science, IT, or related program. Masters degree is an asset
• Minimum of six years of experience in IT Service Management, with at least two years in management and leadership role

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