Job Description

Date Posted: 07/06/2023
Req ID: 32556
Faculty/Division: Faculty of Arts & Science
Department: Information and Instructional Technology
Campus: St. George (Downtown Toronto)
Position Numbers: 00046607, 00046608

Description:

About us:

The Faculty of Arts & Science is the heart of Canada\'s leading university and one of the most comprehensive and diverse academic divisions in the world. The strength of Arts & Science derives from our combined teaching and research excellence in the humanities, sciences and social sciences across 29 departments, seven colleges and 46 interdisciplinary centres, institutes and programs.

We can only realize our mission with the dedication and excellence of engaged staff and faculty. The diversity of opportunities and perspectives within the Faculty reflect the local and global landscape and the need for curiosity, innovative thinking and collaboration. At Arts & Science, we take pride in our legacy of innovation and discovery that has changed the way we think about the world.

The Faculty\'s Divisional IT team, Information and Instructional Technology (IIT) is a crucial source of support for teaching, research, and administrative operations. We are a high volume, collaborative, service focused team, supporting the day-to-day IT needs for numerous Faculty units and work with local, departmental IT teams as well as institutional IT partners to deliver and support technology initiatives which have included Microsoft 365 services including SharePoint, Multi Factor Authentication, Learning Management Engine and VoIP. Core functions include Infrastructure-Server/Networking & Data Centre, Client Services Teaching Technology and End User Technology Support, Product & Delivery Services and Applications & Development.

Your opportunity:

Our great team of Service and Technology Delivery Leads ensures sound end user and collaborative technology deployment and IT service operations through the planning, implementation and supportability of various key Faculty of Arts and Science (FAS) and University-wide initiatives and projects. Our Leads work under the general direction of the Senior Manager, Client Services and also take direction from other IIT Managers to work on numerous diverse initiatives that serve the needs of our staff, faculty/instructors and researchers, including shared technology solutions.

IIT Leads will work as a team and focus on primary technology areas of expertise but also support other technical areas for purpose of skill development, cross training, technical modernization and team coverage. Technology focus areas include security focused, sustainable modernization paths for secure end user computing including endpoint engineering, collaborative technology including Microsoft 365 services and educational technology, audio and visual systems support, IT service management maturity, business analytics and more. The incumbent will also oversee production, resolve complex issues and major incidents and provide exemplary hands-on technical support as well as team leadership, team building, support and training.

Your responsibilities will include:

• The role will balance a number of initiatives with primary focus on Client Services endpoint/device management engineering including set-up/imaging, tracking, patching and maintenance; MacOS device management; Active Directory/Azure/permissions management, implementation and maintenance; Microsoft 365 client and application implementation and support; Microsoft Intune exploration; Windows upgrades; asset and software management; and general end user technology modernization. Work will be guided and/or peer reviewed by the IIT Infrastructure - Systems Leads who administer Windows systems and drive systems architecture and support Client Services appliances.
• With a project management approach, drive technology progression through proactive and continuous learning, research, releases and deployment management.
• Provide exemplary and sustainable \xe2\x80\x9cVIP\xe2\x80\x9d support.
• Deliver IT service operations maturity including business analytics, change management, vendor andpartner management, training, incident and root cause management and knowledge management.
• Demonstrate exemplary and proactive security and vulnerability management. Demonstrate expert support and knowledge for all end user and shared technologies such as phones, printers, computing devices, storage devices, docking station solutions for shared workspaces etc.
• Guide, direct, motivate and mentor IIT teams and provide day to day technical guidance and support. Advise on and create efficiencies and improvements for business processes and productivity.
• Provide back-up support to IIT peers based on various business needs and priorities.
• Oversee diverse projects including collaborative technology initiatives in IIT supported spaces/buildings. Ensure increased knowledge of all technology areas through ongoing learning and training.

Essential Qualifications:

• Bachelor\'s degree in Information Science, Information Technology, Computer Science, or an acceptable equivalent combination of education and experience. Minimum five (5) years of recent and related experience in a large, multi-unit and complex IT environment overseeing Tier 2/3 support and technical teams as well as three (3) years of experience providing direct leadership to technical staff. Preference will be given to those who have proven experience with endpoint engineering and device management in a complex and documented environment.
• ITIIL v3 Foundation Certification, PMP, CISSP, CCNA, MCSE certifications preferred. LEAN Six Sigma, CompTIA A+, ACMT, ACiT certification would be considered strong assets.
• Expert hardware and software management for devices running Windows, MacOS, iOS and Android including local and remote endpoint management using Quest Kace or SCCM, software licencing, client back-up, encryption, anti-virus and security management; further experience with SCOM, Enterprise Active Directory, Azure Active Directory, Microsoft Intune, MS-Authenticator for MDM, MFA are considered very strong assets.
• Proven knowledge of hardware and software deployment via automation scripting, VB Script, PowerShell, batch files, DNS and DHCP services.
• Proven aptitude for IT architecture andformulation of best practices in system design, implementation, administration and troubleshooting.
• Working knowledge of PC-based and dedicated audio-visual, video conferencing system implementation and support including Crestron technologies is considered a strong asset.
• Experience implementing M365 services (MS Teams; One Drive) with an end point strategy with a sound operational support model in a complex, multi-department environment.
• Demonstrated technical leadership with a diverse skillset and a range of computing environments including BYOD strategy, print strategy, networking, database management, remote desktop support, VoIP and Linux knowledge etc.
• Proven IT Service Management hands-on implementation and administration experience such as Service Now or equivalent, including Change and Knowledge Management process evolution, implementation and usage; expert technical writing skills are required.
• Experience with data management and visualization toolsets such as Tableau considered a strong asset.
• Expert/advanced Excel reporting and data mining capabilities are considered a very strong asset.
• Excellent analytical, organizational, and problem-solving skills.
• Excellent customer service and interpersonal skills.
• Strong, engaging team leadership skills with the ability to direct, motivate, mentor and monitor the teams.
• Excellent time management, prioritization, and multi-tasking skills.
• Proven aptitude for risk and security implementation in an operations environment.
• Ability to work occasional evenings,weekends and on-call as urgent business needs arise.

To be successful in this role you will be:

• Articulate
• Diligent
• Multi-tasker
• Organized
• Patient
• Proactive
• Tactful

This is a posting for two continuing positions.
This role is currently eligible for a hybrid work arrangement, pursuant to University policies and guidelines, including but not limited to the .

Closing Date: 08/06/2023, 11:59PM ET
Employee Group: USW
Appointment Type: Budget - Continuing
Schedule: Full-Time
Pay Scale Group & Hiring Zone:
USW Pay Band 16 -- $91,328 with an annual step progression to a maximum of $116,794. Pay scale and job class assignment is subject to determination pursuant to the Job Evaluation/Pay Equity Maintenance Protocol.
Job Category: Information Technology (IT)

Lived Experience Statement
Candidates who are members of Indigenous, Black, racialized and 2SLGBTQ+ communities, persons with disabilities, and other equity deserving groups are encouraged to apply, and their lived experience shall be taken into consideration as applicable to the posted position.

All qualified candidates are encouraged to apply; however, Canadians and permanent residents will be given priority.

Diversity Statement

The University of Toronto embraces Diversity and is building a culture of belonging that increases our capacity to effectively address and serve the interests of our global community. We strongly encourage applications from Indigenous Peoples, Black and racialized persons, women, persons with disabilities, and people of diverse sexual and gender identities. We value applicants who have demonstrated a commitment to equity, diversity and inclusion and recognize that diverse perspectives, experiences, and expertise are essential to strengthening our academic mission.

As part of your application, you will be asked to complete a brief Diversity Survey. This survey is voluntary. Any information directly related to you is confidential and cannot be accessed by search committees or human resources staff. Results will be aggregated for institutional planning purposes. For more information, please see .

Accessibility Statement

The University strives to be an equitable and inclusive community, and proactively seeks to increase diversity among its community members. Our values regarding equity and diversity are linked with our unwavering commitment to excellence in the pursuit of our academic mission.

The University is committed to the principles of the Accessibility for Ontarians with Disabilities Act (AODA). As such, we strive to make our recruitment, assessment and selection processes as accessible as possible and provide accommodations as required for applicants with disabilities.

If you require any accommodations at any point during the application and hiring process, please contact .

University of Toronto