Director, Client Support Services

Location: Welland

Located in the heart of the Niagara Region – just minutes from one of the world’s most well‑known tourism destinations – Niagara College offers more than 130 innovative programs between our campuses in Welland and Niagara‑on‑the‑Lake. Since opening its doors in 1967, Niagara College has grown to become a leader in education and training and one of the most enterprising colleges in Canada.

Applications are invited for the position of Director, Client Support Services, located at the Welland Campus. The salary range is $113,514 to $141,892. Additional hours may be required as necessary.

Reporting to the Chief Information Officer (CIO) and serving as a member of the ITS Management team, the Director, Client Support Services provides strategic leadership and operational oversight for the College’s technical client‑facing services. This includes the Service Desk, Desktop Technology, Audio Visual (AV), academic labs, and physical security infrastructure. The successful candidate is responsible for aligning these services through formal ITSM governance, as well as long‑term lifecycle and financial planning.

The successful candidate will manage, and coordinate projects related to acquiring, maintaining, and renewing client technologies and software. The role supports the implementation of new and renovated college spaces, including teaching and learning environments, while also providing some installation work and front‑line tier 1 and partial tier 2 technical support for teaching and security technologies.

Niagara College is a place‑based organization, and all positions are primarily based on campus. On‑campus work allows for close collaboration and a strong team culture. While most work will be done in the office, we offer the flexibility for some remote work, as the job allows.

Responsibilities

Ensure effective client/user technical support and service ticket management for more than 250 classrooms and meeting rooms, over 3,000 lab and employee computers (including a student laptop program), and more than 400 print devices

Oversee the technologies used to operate and automate computer labs, desktops, podiums, and meeting rooms that support academic and administrative operations

Manage and coordinate projects related to acquiring, maintaining, and renewing client technologies and software

Oversee departmental and cross‑functional projects involving the Client Support Services department

Establish ITSM standards for Incident, Request, and Problem Management

Develop and manage Service Level Agreements (SLAs) to support transparency and accountability in service delivery

Maintain spending control through inventory and asset tracking systems

Develop and manage multi‑year hardware and software renewal plans, departmental budgets, and vendor contracts

Direct the architecture and support of the College’s endpoint environment, including 4,000+ devices, 200+ software applications, and classroom AV and teaching technologies

Ensure systems remain patched, secure, and operational

Oversee the support, maintenance, and lifecycle of the College’s physical security technology infrastructure, including IP camera systems and electronic door access controls

Lead and mentor a multi‑disciplinary team by establishing performance metrics and professional development plans

Manage staffing activities including hiring, technical training, and performance management to maintain service standards

Partner with Academic and Administrative leadership to align IT services with changing program needs

Develop 3‑to‑5‑year technology roadmaps and contribute to broader institutional strategy as a member of the IT Leadership Team

Qualifications

3‑year post‑secondary diploma in Computer Science, Business, Engineering, Mathematics, or Applicable Technology

Some ITIL Foundation Certifications or COBIT Certification required

A+, Network +, MCSA, MCSE or any other technology certifications are desirable

Seven (7) years progressive experience providing helpdesk and frontline support in a large IT environment

Five (5) years management experience of a large 10+ person team, administering and supporting centralized client support IT tools, and experience in IT…