Manager Service Operations

Dalhousie University; Halifax; Hybrid; CAD 83,000 - 111,000; Full time

Benefits offered by this job

Pension plan

Health and dental plans

Tuition assistance program

Job summary

Dalhousie University in Halifax invites applications for a Manager of Service Operations within Information Technology Services. You will lead the Support Desk and Endpoint Services teams to deliver secure, reliable technology support for the university community, reporting to the Director of Technical Support Services.

The role focuses on service excellence, staff development, and collaboration with security and infrastructure teams to align with institutional requirements.

Qualifications

• Undergraduate degree in Business Administration, Computer Science, Information Technology, or a related field, with considerable progressive experience in IT service delivery leadership and operations management, (or an equivalent combination of training and experience).
• Demonstrated experience leading technical support, service desk, endpoint management, or customer-facing IT teams in a complex organization.
• Proven leadership experience in staff supervision, performance management, recruitment, coaching, and team development.
• Strong knowledge of IT service management principles, operational planning, process improvement, and service excellence.
• Excellent analytical, problem-solving, communication, and relationship-building skills, with the ability to collaborate effectively with diverse stakeholders.
• Demonstrated ability to lead strategic initiatives, manage competing priorities, and drive change in a fast-paced technology environment.

Responsibilities

• Lead the Support Desk and Endpoint Services teams, ensuring the delivery of high-quality technology support and service excellence for faculty, staff, and students across all campuses and remote locations.
• Manage daily operations, establish priorities, allocate resources, and oversee the continuous improvement of support services, processes, and IT service management practices.
• Collaborate with Information Security, Infrastructure, and university stakeholders to implement technology standards, security controls, and device management policies that support institutional requirements.
• Provide leadership in human resource management, including recruitment, performance management, staff development, training, workforce planning, and fostering an engaged and collaborative team culture.
• Monitor service performance, analyze operational metrics, respond to stakeholder concerns, and implement improvements to enhance service quality and user satisfaction.
• Contribute to strategic planning, project delivery, technology evaluations, and the development of new services, working closely with university partners and vendors to support evolving business and technology needs.

Skills

IT service leadership

Operations management

Staff supervision

Communication

Relationship-building

Analytical thinking

Education

Undergraduate degree in IT/CS/Business

Tools

Microsoft Intune

Enterprise device management

Information security governance

Job description

Salary $82,887 - $111,181 per annum based on 35 hours per week

Classification

Classification ADM-07

Provisional Statement

This is a provisional classification. Formal regular review classification procedures may be initiated at any time by the incumbent or supervisor after the incumbent has worked a minimum of six months in the role.

Dalhousie University is Atlantic Canada’s leading research-intensive university and a driver of the region’s intellectual, social and economic development. Located in the heart of Halifax, Nova Scotia, with an Agricultural Campus in Truro/Bible Hill, Dalhousie is a truly national and international university, with more than half of our almost 21,000 students coming from outside of the province. Our 6,000 faculty and staff foster a vibrant, purpose-driven community, that celebrated 200 years of academic excellence in 2018.

Job Summary

Information Technology Services ( ITS ) is dedicated to a constructive, team-orientated environment, gathering varied perspectives, sharing knowledge, and building effective partnerships that enable our partners to achieve their goals by advising, providing solutions, and delivering service excellence in alignment with the University’s mission and goals. Reporting to the Director of Technical Support Services, the Manager of Service Operations leads the Support Desk and Endpoint Services teams, ensuring secure, reliable, and client-focused technology support for the university community.

Key Responsibilities

• Lead the Support Desk and Endpoint Services teams, ensuring the delivery of high-quality technology support and service excellence for faculty, staff, and students across all campuses and remote locations.
• Manage daily operations, establish priorities, allocate resources, and oversee the continuous improvement of support services, processes, and IT service management practices.
• Collaborate with Information Security, Infrastructure, and university stakeholders to implement technology standards, security controls, and device management policies that support institutional requirements.
• Provide leadership in human resource management, including recruitment, performance management, staff development, training, workforce planning, and fostering an engaged and collaborative team culture.
• Monitor service performance, analyze operational metrics, respond to stakeholder concerns, and implement improvements to enhance service quality and user satisfaction.
• Contribute to strategic planning, project delivery, technology evaluations, and the development of new services, working closely with university partners and vendors to support evolving business and technology needs.

Note

The successful applicant will be eligible for hybrid work (combination of in-person work on campus and remote work from within Nova Scotia) as agreed by all parties based on operational requirements and university guidelines.

Required Qualifications

• Undergraduate degree in Business Administration, Computer Science, Information Technology, or a related field, with considerable progressive experience in IT service delivery leadership and operations management, (or an equivalent combination of training and experience).
• Demonstrated experience leading technical support, service desk, endpoint management, or customer-facing IT teams in a complex organization.
• Proven leadership experience in staff supervision, performance management, recruitment, coaching, and team development.
• Strong knowledge of IT service management principles, operational planning, process improvement, and service excellence.
• Excellent analytical, problem-solving, communication, and relationship-building skills, with the ability to collaborate effectively with diverse stakeholders.
• Demonstrated ability to lead strategic initiatives, manage competing priorities, and drive change in a fast-paced technology environment.

Assets

• Experience working in a post-secondary education or large public-sector environment.
• Knowledge of endpoint management platforms such as Microsoft Intune and enterprise device management practices.
• Experience supporting information security, compliance, and technology governance initiatives.
• Experience managing technology projects, vendor relationships, and operational budgets.

The successful candidate is expected to demonstrate proficiency in Dalhousie’s core and leadership competencies, in particular:
- Respect & Inclusion
- Adaptability
- Knowledge & Thinking Skills
- Communication
- Service

Additional Information

Dalhousie University supports a healthy and balanced lifestyle. Our total compensation package includes a defined benefit pension plan, health and dental plans, a health spending account, an employee and family assistance program and a tuition assistance program.

Application Consideration

Applications from current university employees and external candidates are assessed concurrently. Current university employees will be given special consideration.
We sincerely appreciate all applications and note that only candidates selected for an interview will be contacted directly by the hiring department or People and Culture.

Diversity Statement

Dalhousie University commits to achieving inclusive excellence through continually championing equity, diversity, inclusion, and accessibility. The university encourages applications from Indigenous Peoples of Turtle Island (especially Mi’kmaq), persons of Black/African descent (especially African Nova Scotians), and members of other racialized groups, persons with disabilities, women, persons identifying as members of 2SLGBTQIA+ communities, and all candidates who would contribute to the diversity of our community. In accordance with our Employment Equity Policy, preference will be given in hiring processes to candidates who self-identify as members of one or more of the equity-deserving groups listed above. For more information, including details related to our Employment Equity Policy and Plan and definitions of equity-deserving groups please review our Employment Equity information.If you require any support for the purpose of accommodation, such as technical aids or alternative arrangements, please let us know of these needs and how we can be of assistance. Dalhousie University is committed to ensuring all candidates have full, fair, and equitable participation in the hiring process. Our complete Accommodation Policy can be viewed here .

Required fields are indicated with an asterisk (*)

Documents Needed to Apply

Required Documents

• Résumé / Curriculum Vitae (CV)

Optional Documents

• Cover Letter