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Job Requisition ID:

2026-00440

Time Type:

Full time

Employee Group:

Staff

Job Category:

IT Support

Employment Type:

Permanent

Department:

Information Systems and Technology

Hiring Range:

$131,704.19 - $164,630.24

Posting Information:

This posting is for an existing vacancy.

The internal posting deadline for this position is Friday, April 10, 2026 at 11:59PM.

Job Description:

Primary Purpose

The Director, IT Service Experience & Support is a member of the IST executive leadership team accountable to the Chief Information Officer for the strategy, governance, and operational performance of the University’s frontline IT support services.

The Director provides institutional leadership for the design, delivery, and continuous improvement of a unified, user-centred support model, ensuring consistent service standards, effective IT service management practices, and seamless end-to-end support experiences across central and distributed IT teams. The role establishes performance expectations, service governance mechanisms, and accountability frameworks that promote transparency, operational excellence, and a cohesive support experience for the campus community.

The role ensures transparent visibility into service quality through comprehensive dashboards that make it easy to assess service health and effectiveness, and promotes a culture of accountability, collaboration, and service excellence across a diverse, multi-level team of IT professionals.

Key Accountabilities

User experience leadership for IT support

• Define, implement, and continuously improve the support experience across all user touchpoints (ticket, chat, phone, email, walk-up, on-site).
• Establish a “one front door” service approach that is easy to navigate, consistently executed, and measurably improved through user feedback and service performance data.
• Drive service innovation that improves accessibility, reduces effort for users, and modernizes how the community engages with IT.
• Monitor end-to-end support journeys to identify gaps, handoff failures, or unresolved ownership across teams, and work with delivery leaders to address systemic issues impacting user experience.

IT Service Management (ITSM) vision, governance, and institutional standard-setting

• Drive operational service governance and coordination forums (e.g. service review cadences, cross-domain coordination mechanisms), ensuring issues are surfaced, decisions are documented, and agreed actions are followed through, in alignment with the institutional accountabilities of the CIO.
• Ensure the operational stewardship, accuracy, and effective use of the institutional service catalogue for the Service Experience & Support group, including service attributes, request pathways, and user-facing information, aligned with institutionally defined service structures.
• Create a common training pathway for all IT staff, ensuring up-to-date knowledge and evolving operational guidance are aligned to best practice service practices, supporting a common baseline of capability and service quality across delivery teams that meet the needs of the university community.

Knowledge management

• Implement and operationalize common support practices to reduce rework, improve first-contact resolution, and increase the ability to securely complete self-service tasks.
• Establish knowledge quality controls, coaching expectations, and measurement practices (e.g., knowledge reuse, ticket-to-knowledge linkage).
• Ensure knowledge and service catalogue content stays current, consistent, and aligned to institutional service definitions and overall technology best practices.

Performance accountability, benchmarking and executive reporting

• Define and manage KPIs within the institutional mandate of the CIO, setting approved KPI frameworks, performance standards, and service benchmarks for client-facing services, and ensure they drive operational decision-making and institutional performance transparency.
• Build and sustain executive dashboards and review cadences that provide consistent visibility into service performance, user satisfaction, and improvement progress.
• Support managers within the Service Experience & Support group to be accountable for service outcomes through structured performance reviews, capacity planning, and continuous improvement cycles.

Cross-campus partnership, federation alignment, and service integration

• Build strong working relationships throughout all campus units, in order to best meet the endpoint technology needs