Supplemental Information Technology Support Lead, Information Technology Support Services

Summary
The supplemental information technology (IT) support lead oversees the planning, coordination, and resource delivery of supplemental IT support services for academic, research, and administrative units. This role focuses on providing dedicated support for events, extended service hours, and short‑and‑long‑term initiatives through defined service models and resource coordination. The lead is also accountable for service planning, inventory oversight, assessment activities, and performance reporting.

Key components of this role include business planning, project coordination, and ongoing operational management. Working closely with campus stakeholders, this position aligns services with institutional priorities and operational standards.

Duties and Responsibilities

Develops and maintains short‑and‑long‑term service plans that define direction, priorities, goals, and objectives

Prepares business cases and project charters to support service initiatives and resource allocation decisions

Develops and applies change management plans related to service implementation and service updates

Plans and coordinates supplemental support services that provide dedicated staff coverage for evenings, weekends, events, and short‑and‑long‑term initiatives

Establishes and maintains service intake processes, pricing structures, service‑level expectations, and engagement agreements

Supervises a cross‑functional support team by coaching and mentoring employees, supporting professional development, assigning workflow, and supporting all stages of the employee lifecycle

Coordinates scheduling and deployment of support resources to meet service requirements and timelines

Oversees centralized inventory management for specialized equipment, including lifecycle tracking and support requirements

Maintains inventory records detailing ownership, lifecycle status, warranty coverage, vendor dependencies, and support needs

Develops and applies a framework for assessing service usage and operational practices across campus units

Coordinates the use of subject matter experts to support assessment activities

Produces scorecard‑based assessment reports outlining findings and recommendations

Leads post‑implementation reviews and documents lessons learned for future initiatives

Monitors service performance, utilization levels, and billing calculations

Prepares reports that support service evaluation, planning, and decision‑making

Supports communication and promotion of available supplemental support services

Builds and maintains working relationships with academic, research, and administrative stakeholders

Identifies opportunities for service improvement based on assessment results and performance data

Communicates and acts in a respectful and professional manner, collaborates effectively, abides by policy, and contributes to a positive and productive work and learning environment

Qualifications

A bachelor’s degree in business administration, management, project management, operations, or a related field

Minimum of three years of relevant experience in management, operations, service delivery, project coordination, or business relationship roles, preferably within a complex organization with multiple stakeholders

Experience developing service plans, business cases, project documentation, and change management materials

Experience coordinating services, managing billing, and tracking performance metrics

Familiarity with information technology environments, processes, and terminology is preferred

Strong organizational, planning, and scheduling abilities

Strong interpersonal and communication skills

High attention to detail

Ability to work effectively both independently and collaboratively in a team

Effective problem‑solving and decision‑making skills

Ability to synthesize and analyze data and effectively translate insights for reporting

Proficient computer skills, including Microsoft Office applications

Salary: $69,035.00 - $ per annum. The starting salary will be commensurate with education and experience.

Full Time Equivalent (FTE): 1.00

Employment Group: ASPA

Status:
Permanent

The University of Saskatchewan aspires to what the world needs and embraces equity, diversity and inclusion as foundational to excellence and innovation. We actively seek to create a welcoming environment where all individuals feel empowered to thrive, contribute, and grow. Applications from equity‑deserving groups are encouraged as part of our ongoing efforts to reflect the diversity of the communities we serve.

We continue to grow our partnerships with Indigenous communities across the province, nationally, and internationally and value the unique perspective that Indigenous employees provide to strengthen these relationships. The University of Saskatchewan provides an accessible and inclusive workplace.

#J-18808-Ljbffr