Supervisor, Information Technology Services

Cambrian College; Winnipeg; On-site; CAD 75,000 - 110,000; Full time

Job summary

Cambrian College seeks a Supervisor to oversee day-to-day IT operations, coordinate planning and staff supervision of support technicians within a defined area. The role ensures priorities align with policies and service expectations.

The incumbent provides guidance, leadership and coaching for complex technologies, with a focus on ITIL-based processes, project coordination and delivering reliable IT services to the college community.

Qualifications

• Completion of a recognized degree or diploma program in an IT related discipline, or an equivalent combination of education, certification, and experience.
• Six years of progressively responsible experience in information systems, ideally in gaming/liquor distribution sales.
• At least one year of supervisory/leadership experience with strong customer service delivery.
• Knowledge and experience implementing and managing ITIL processes.
• Project coordination and resource allocation experience.
• Strong leadership, organizational skills, and budgeting abilities; self-starter with continuous learning.

Responsibilities

• Observe and evaluate staff work performance.
• Mentor and train staff; conduct performance appraisals.
• Plan, coordinate, assign, and prioritize delivery of operational activities.
• Oversee licenses and support agreements for hardware and software assets.
• Ensure 7 x 24 service delivery and coverage as appropriate.
• Coordinate with IT management and procurement for tools and technologies.
• Ensure change control procedures are followed by all team members.
• Other related duties as assigned.

Skills

Leadership

Customer service

Communication

Teamwork

Budget planning

Resource allocation

ITIL

Project coordination

Problem solving

Self-starter

Education

IT-related degree or diploma

Job description

Reporting to the Manager, the Supervisor is responsible for the oversight of day-to-day operations, coordination and planning, and the supervision of support technicians within a functional area. The incumbent establishes work priorities and activities for the technical resources that support the design, delivery, and administration of work while ensuring alignment with organization priorities, policies, standards, and service expectations.

The incumbent is expected to provide guidance, support, leadership and coaching for complex technologies and systems.

• Observe and evaluate staff work performance.
• Help mentor and train staff as required.
• Prepare and conduct employee performance appraisals in consultation with department management.
• Act as a communication conduit between staff and management.
• Ensure all applicable compliance, regulations, policies, procedures, and corporate social responsibility are understood, supported, and adhered to by all employees.
• Participate in staff discipline/corrective action within scope of responsibility and established policies/related documentation.
• Complete reports, paperwork, logs, and correspondence as required.
• Carry out all duties and responsibilities of a supervisor of workers, as outlined under provincial safety and health legislation.
• Provide input alongside the Manager into the development of annual ITS business plans, budgets, and business cases which support the strategic plan.
• Plan, coordinate, assign, and prioritize delivery of operational and sustainment activities across aproduct area.
• Oversee, acquire, and renew license and support agreements for hardware and software assets. Ensure agreements align with expected support requirements.
• Utilize multiple reports and tools to provide a framework for performance measurements and to identify potential gaps and technology improvements required.
• Manage audit life cycles for ITS. Coordinate resourcing to support financial and business cycle audits, providing management feedback on audit findings, determining solutions to address high risk audit findings, tracking work progress, and updating all outstanding audits.
• Collaborate with team members in the development, planning, and implementation of operational and technological improvements, including the creation of policies and procedures, and ensure that same are adhered to within the department.
• Allocate staff resources to meet short term work fluctuations and schedule daily work assignments.
• Will be responsible for assigning team members to operational and project tasks ensuring there is 7 x 24 service delivery and coverage as appropriate.
• Will ensure that the staff (contract and FTE) is assigned an adequate number of work/tasks as to balance out the workload amongst the team members.
• Update staffing plans in conjunction with the Manager.
• Monitor and manage day-to-day incidents, service requests, and problems to ensure the appropriate level and quality of support efforts, and to ensure that solutions are available to the business as per applicable service level agreements.
• Liaise with Corporate Procurement when the purchase of tools, systems, and technologies as required.
• Work with IT management to coordinate technical resources required across product and platform teams, ensuring the appropriate resources are allocated to clearly defined initiatives.
• Ensure correct change control procedures are followed by all team members.
• Other related duties as assigned.

• Completion of a recognized degree or diploma program in an IT related discipline, or an equivalent combination of education, certification, and experience.
• A minimum of six (6) years progressively responsible experience in information systems, ideally gained in the gaming/liquor distribution sales industry.
• A minimum one (1) year supervisory/leadership experience, and proven experience in superior customer service delivery and support.
• Knowledge and experience in implementing and managing according to ITIL processes.
• Proven project coordination and resource allocation experience.
• Demonstrated experience with a view to efficiency, strong leadership and organizational skills, adoption of best practices, strong initiative and ability as a self-starter, excellent human resource management, and labor relations skills, as well as assisting in planning budgets.
• Continuous upgrading and learning are required to remain current in information technology.
• The core competencies for this position include achieving quality results, adaptability/managing change, communication, customer service, decision making and problem solving, integrity and building trust, teamwork and cooperation and valuing diversity. Leadership competencies include, building strategic performance, coaching, and developing, influencing and leading. These competencies are deemed important for the success of the position and organization.

• Having and maintaining a valid Manitoba Class 5 Drivers License is an asset.
• Information Technology Infrastructure Library (ITIL) certification is considered an asset and can be acquired on the job.

• Expertise in Liquor, Gaming and Cannabis Authority of Manitoba (LGCA) legislation and technical standards, or other regulated industry, is considered an asset.
• Experience drafting RFP requirements and evaluating responses for related technologies and services is considered an asset.
• Bilingual (French/English) language skills.

Testing may form part of the screening/selection process. Employment Equity will be a factor in the recruitment process. Circumstances may arise where the bulletin may need to be withdrawn or the number of positions may need to be increased.

We thank all interested applicants, however, only those selected for interviews will be contacted.