Service and Technology Delivery Lead

University of Toronto; Toronto; On-site; CAD 103,000 - 132,000; Full time

Job summary

The University of Toronto, Faculty of Applied Science & Engineering, seeks a Client Technology and Service Delivery Lead reporting to the Manager, Client Services, to elevate end-user computing and collaboration environments across the faculty.

You will provide technical leadership, optimize workflows, monitor performance, and guide staff through complex incidents while partnering with teaching, research, and administrative units.

Qualifications

• Bachelor's degree in CS/IT or equivalent experience.
• 5+ years in a large, multi-unit IT environment overseeing Tier 2/3 support and technical teams with a strong client service orientation.
• 3+ years leading staff across end-user and enterprise computing environments with BYOD, print services, networking, and remote desktop tech.
• Experience with endpoint management across Windows/macOS with Intune, licensing, encryption, and security management.
• Experience with Active Directory and Entra ID, including Group Policy, security groups, authentication, and hybrid identity.
• Experience with endpoint deployment including automation, scripting, and packaging; mobile device management configuration and lifecycle support.
• ITSM implementation and admin experience with ServiceNow including Change and Knowledge Management.
• Strong technical writing for knowledge articles, documentation, standards, and procedures.
• Experience supporting AV and collaboration tech and coordinating with external vendors.
• Ability to leverage Microsoft 365 (SharePoint, Teams, Power BI, Power Automate) to improve service delivery and reporting.

Responsibilities

• Lead and improve technology service delivery by designing workflows, standards, and improvements.
• Provide technical leadership to support staff and coordinate work across teams.
• Monitor service performance and define KPIs to drive improvements.
• Support and optimize endpoint and client technology environments and lifecycle management.
• Troubleshoot complex issues and serve as escalation point for system problems.
• Lead and support client technology projects with planning and reporting.
• Develop and maintain documentation, training materials, and knowledge resources.
• Support AV and collaboration technologies and coordinate with external vendors.

Skills

Endpoint management

Active Directory

ITSM

ServiceNow

Hybrid identity

Microsoft 365

Power BI

BYOD

Endpoint security

Technical writing

Networking

Education

Bachelor's degree in CS/IT

Tools

Intune

Quest KACE

SharePoint

Power Automate

Job description

Faculty/Division: Faculty of Applied Science & Engineering

Department: APSC Admin. Units

Campus: St. George (Downtown Toronto)

Existing Vacancy: Yes

Description:

About us:

The Faculty of Applied Science & Engineering is a world-renowned community of researchers and students dedicated to solving some of the world's most pressing challenges through collaborative and multidisciplinary research and experiential education. Through rigorous technical training, and unparalleled extracurricular and professional experience opportunities, we prepare the next generation of engineering leaders and change makers to unlock the future's boundless potential.

The Faculty IT Office works together to support a dedicated and diverse group of academic and administrative professionals who exemplify excellence in their fields.

Your opportunity:

Reporting to the Manager, Client Services, the Client Technology and Service Delivery Lead is responsible for ensuring effective and efficient client technology services through the planning, implementation, and continuous improvement of end-user computing and collaboration environments.

The incumbent provides technical leadership and operational oversight for client services, guiding technical staff, resolving complex issues, and driving service maturity through workflow optimization, performance monitoring, and process improvement. Working closely with stakeholders, the role leads initiatives to enhance service delivery, optimize the use of enterprise platforms, and support teaching, research, and administrative functions across the Faculty.

Your responsibilities will include:

• Leading and continuously improving technology service delivery by designing efficient workflows, establishing service standards, implementing system and service enhancements, and evaluating technologies and tools that enhance efficiency, reliability, user experience, and operational effectiveness.
• Providing technical leadership and guidance to support staff, including coordinating work, resolving escalations, and ensuring consistency in service delivery
• Monitoring and analyzing service performance, including defining key performance indicators and using data to inform improvements
• Supporting and optimizing endpoint and client technology environments, including deployment, configuration, and lifecycle management
• Troubleshooting complex technical issues and acting as an escalation point for system and service-related problems
• Leading and supporting initiatives and projects related to client technology services, including planning, coordination, and reporting
• Developing and maintaining documentation, training materials, and knowledge resources to support staff and end-users
• Supporting audio-visual and collaboration technologies through evaluation, troubleshooting, and continuous improvement of systems

Essential Qualifications:

• Bachelor's degree in computer science, Information Technology, or acceptable combination of equivalent 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, with a strong client service orientation
• Minimum three (3) years of experience providing technical leadership to staff across a diverse range of end-user and enterprise computing environments, with experience in areas including BYOD strategies, print services, networking, and remote desktop technologies
• Demonstrated experience and strong understanding in endpoint and mobile device management across Windows and macOS platforms, including hardware and software management, device configuration, policy enforcement, and lifecycle support, using enterprise management platforms (e.g., Microsoft Intune, Quest KACE, or similar), with responsibility for software licensing, encryption, endpoint backup, anti-malware, and overall endpoint security management
• Demonstrated experience and strong understanding of Active Directory, Microsoft Entra ID, and endpoint identity management concepts, including Group Policy, security groups, authentication, and hybrid identity environments
• Demonstrated experience with endpoint deployment, including automation, scripting, or software packaging techniques. This extends to mobile device management, including configuration, policy enforcement, and lifecycle support of mobile devices.
• Proven hands-on IT Service Management (ITSM) implementation and administration experience with ServiceNow or an equivalent platform, including Change Management and Knowledge Management process design, implementation, and continuous improvement
• Demonstrated expert technical writing skills, including development of knowledge articles, technical documentation, standards, and operational procedures
• Demonstrated experience supporting audio-visual and collaboration technologies through evaluation, implementation, and ongoing optimization of systems, including coordination with external vendors for technology-enhanced spaces
• Demonstrated experience leveraging enterprise platforms to improve service delivery, automate workflows, enhance reporting, and drive process improvement. (e.g., Microsoft 365 tools such as SharePoint, Teams, Power BI, Power Automate or similar)
• Demonstrated experience analyzing service delivery performance and implementing process improvements
• Demonstrated ability to build relationships and communicate effectively with bothtechnical and non-technical stakeholders
• Strong time management and prioritization skills, with the ability to manage competing demands and shifting priorities
• High attention to detail and commitment to delivering consistent, high-quality service
• Strong analytical, problem-solving, and organizational skills
• Excellent communication and interpersonal skills

Assets (Nonessential):

• Experience with data management and visualization toolsets such as Power BI considered a strong asset
• Expert/advanced Excel reporting and data mining capabilities are considered a very strong asset
• Proven aptitude for IT architecture and formulation of best practices in system design, implementation, administration and troubleshooting
• Familiarity with University policies and practices related to information technology and information security
• Proven aptitude for risk and security implementation in an operations environment
• Technical certifications related to endpoint management, cloud platforms, or service management (e.g., Microsoft Certified, PMP, ITIL) would be considered strong assets

To be successful in this role you will be:

• Meticulous
• Multi-tasker
• Organized
• Resourceful

Closing Date:

09/30/2026, 11:59PM ET

Employee Group:

USW

Appointment Type

Budget - Continuing

Schedule

Full-Time

Pay Scale Group & Hiring Zone:

USW Pay Band 16 -- $103,367. with an annual step progression to a maximum of $132,188. Pay scale and job class assignment is subject to determination pursuant to the Job Evaluation/Pay Equity Maintenance Protocol.

Job Category

Information Technology (IT)

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 http://uoft.me/UP.

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 [e-mail].