Catholic School Centre
Information Technology
1000 – 5 Avenue SW, Calgary
Overall Accountability
The Manager of IT Support is responsible for leading and overseeing the IT support operations across the Division, ensuring the delivery of high-quality technical assistance to staff, students, and other shareholders in our K-12 school Division. The Manager leads a team of approximately twenty-one (21) staff members who will focus on maintaining high service levels, continuous improvement of support processes, and fostering a culture of excellence and responsiveness.
Specific Accountabilities
- Supervise and mentor a team of analysts, specialists, and support staff to ensure high-quality service delivery.
- Collaborate with Division leadership, school administrators, and IT teams to enhance system capabilities.
- Lead, coach, and manage the performance of field technicians, help desk staff, and ITSM professionals.
- Develop and maintain operational procedures, ensuring effective and efficient technical support for all district schools and administrative sites.
- Act as an escalation point for high-priority and complex support issues.
- Collaborate with other IT managers to ensure seamless coordination between support, infrastructure, and application teams.
- Foster strong relationships with school leadership and administrative departments to understand and proactively address IT support needs.
- Oversee professional development and training plans for the support team to ensure high technical proficiency and excellent customer service.
- Other duties as required
Qualifications
- Bachelor's degree in information technology, business administration, or a related field.
- 5 years of leadership experience, including managing teams of IT professionals
- Strong understanding of IT service delivery models and best practices
- Exceptional problem-solving and troubleshooting abilities.
- Strong communication and collaboration abilities, with the ability to communicate effectively with diverse technical and non-technical shareholders.
- Customer-centric mindset with a commitment to delivering exceptional support experiences.
- Ability to manage multiple priorities in a dynamic environment.
The Calgary Catholic School District is committed to fair and accessible employment practices and considers catholicity, equity, diversity, and inclusivity to be foundational to its institutional success.
The Calgary Catholic School District seeks to foster a workplace that reflects the full breadth of the communities it serves.