Job Description

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About MRU

Founded in 1910 and located in Calgary, Alberta, Canada, Mount Royal University grew into a vibrant college in the 1930s and became a mid-sized university in 2009. Mount Royal has carved out a distinct niche by offering smaller class sizes, a robust liberal education and unique undergraduate programs. Currently, more than 15,000 credit students choose from 13 bachelor degrees and 38 majors. Mount Royal University is located in the traditional territories of the Niitsitapi (Blackfoot) and the people of the Treaty 7 region in southern Alberta, which includes the Siksika, the Piikani, the Kainai, the Tsuut'ina and the Iyarhe Nakoda. We are situated on land where the Bow River meets the Elbow River. The traditional Blackfoot name of this place is "Mohkinstsis," which we now call the city of Calgary. The city of Calgary is also home to the Métis Nation. Mount Royal University is committed to removing barriers and fostering the inclusion of voices that have been historically underrepresented or discouraged in our society. In support of our belief that diversity in our faculty and staff enriches the work, learning and research experiences for the entire campus community, we strongly encourage members of the designated groups (women, Indigenous Peoples, persons with disabilities, members of visible minorities, and diverse sexual orientation and gender identities) to apply and self-identify.

About the Department of Information Technology Services

Mount Royal University’s Information Technology Services supports our mission by providing technical support, solutions, and diversified services to the Mount Royal community.

• Solutions Delivery
• Technology & Client Services
• IT Infrastructure & Security
• ITS Projects
  

About the Role

Under the direction of the ITS Director of Technology and Client Services, the incumbent is responsible for supervising, planning and communicating the activities of the IT Service Desk. The incumbent must provide leadership, mentoring and consultative support to the individuals within the groups regarding their productivity. The incumbent is also expected to liaison with other ITS staff, MRU Students, Staff and Faculty, and the University Community on their technical needs. The Supervisor is also expected to provide quality assurance on the status of the ticket system, reports, and any assigned project work within the group. You will have your hands in many systems, including the IT Service Management platform, Google Suite, Office 365, SCCM, and Banner. You will work with every team within IT Services. To be at home in this position, you foster an inclusive environment that values knowledge-sharing, question-asking, process improvement and mentoring staff at the beginning of their IT careers. You care about the development of your team members and the
the success of our university's diverse student and academic community.

Responsibilities

Supervision of the Service Desk (60 %):

• Monitor the team’s ticket queues, phone queues, technician workloads, and triage requests directly and address issues proactively.
• Enable prompt communication of issue(s) and resolution(s) within the team and organization.
• Provide weekly/monthly reports on team performance.
• Perform regular monitoring of ticket queues and issue resolution(s) to identify areas for improvement.
• Service delivery management for Service Desk; Desktop/End-user computing environment, Collaboration platforms, Google Suite, Microsoft Office 365
• Deliver frontline technical support for faculty, staff, students, alumni and partners.
• Foster positive end-user relationships and drive customer satisfaction.
• Promote continuous improvement of Tier 1 support, desktop administration, and telecom delivery for all stakeholders.
• Monitoring ticket volume and performance metrics while supporting the team in exceeding expectations, including corrective action if necessary.
• Gather and report operational metrics, accomplishments, and priorities for weekly leadership meetings.
• Change management responsibilities as per assigned project.
• Define team goals and lead staff to achieve desired results while being accountable for team performance.
• Ensure team availability and training to take on progressive task loads.
• Develop and maintain Technical Support/Knowledge base.

Business Relationship Management (20 %):

• Business requests management; solution recommendations, implementation and operational readiness planning.
• Collect feedback to determine patterns and issues such that they can be resolved or FAQs that can be provided to customers to ease troubleshooting.

Root Cause Analysis (20 %):

• Root cause analysis (RCA) is a systematic process for identifying “root causes” of problems or events and an approach for responding to them.
• Author reports, participate in incident review meetings, facilitate active problem management activities.
• Routinely follow up on long-term problems, prepare data for status/findings presentations, prepare flowcharts and draft process documents for team activities.

Qualifications

Education and Training

• Two-Year Diploma from a University or Equivalent or Journeyman Ticket

Experience

• 3-5 years of experience in a similar role
• Experience leading and supervising a team with multiple priorities and deadlines
• Demonstrated coordination skills with multiple client groups and stakeholders
• Strong written and verbal communication
• Demonstrated critical thinking and analysis skills
• Strong attention to detail
• Meticulous organizational skills
• Strong interpersonal and communication skills with all management levels
• Ability to grasp modern technology quickly
• Basic foundation in Business and Computer Applications and Systems
• Proficient in Google Suite
• Proficient in Microsoft Office ecosystem
• Strongly desired work experience in a Public or Post Secondary institution
• Strongly desired experience in Banner
• Strongly desired working experience in a ServiceNow environment or other industry solution (ie. Freshdesk, Team Dynamix, Zendesk, Jira)

What We Offer

Talented and committed employees are the driving force behind student success. We strive to be an employer of choice among Canadian post-secondary institutions. At Mount Royal University, we recognize that people are a combination of many intersecting identities; we work to cultivate an environment that welcomes the whole person, and harnesses the strength that is available in our diversity, creating a rich and inclusive workplace. Investing in the learning and development of our employees benefits the individual and the University. A variety of services, resources and programs encourage a healthy, productive workplace. Mount Royal University offers a competitive total compensation package including health and dental benefits, pension, health and personal spending accounts, paid vacation, winter holiday closure, personal days and a free membership in our fully equipped recreation centre. Our campus offers the convenience of a full medical clinic, dentist and pharmacy, as well as a variety of wellness services such as physiotherapists and massage therapists. Campus Recreation offers many activities, including personal training, climbing, aquatics, sports and certifications for students, employees and the public.
MRU supports full immunization as the best way to protect yourself and our campus community and strongly recommends vaccination against COVID-19.
Salary: $3361.71 - $3495.79 semi-monthly Closing Date: Open until a suitable candidate is found
A cover letter and resume should be submitted in one .pdf document. Please title your .pdf document as follows: [Last Name], [Requisition Number], [Document Title].pdf (ex. Smith, 999999, CV.pdf).