Service and Technology Delivery Lead

Responsibilities

• Lead and continuously improve technology service delivery by designing efficient workflows and establishing service standards.
• Provide technical leadership and guidance to support staff, including coordinating work and resolving escalations.
• Monitor and analyze service performance using key performance indicators to inform continuous improvements.
• Support and optimize endpoint and client technology environments, including deployment, configuration, and lifecycle management.
• Troubleshoot complex technical issues and act as an escalation point for system and service-related problems.
• Lead initiatives and projects related to client technology services, including planning, coordination, and reporting.
• Develop and maintain technical documentation, training materials, and knowledge resources.
• Support audio-visual and collaboration technologies through evaluation, troubleshooting, and system optimization.

Requirements

• Bachelor’s degree in Computer Science, Information Technology, or an equivalent combination of experience.
• Minimum 5 years of IT experience in a large, complex, multi-unit environment overseeing Tier 2/3 support.
• Minimum 3 years of technical leadership experience managing staff across diverse end-user and enterprise computing environments.
• Demonstrated experience with endpoint and mobile device management (MDM) across Windows and macOS platforms.
• Proficiency in Active Directory, Microsoft Entra ID, and endpoint identity management.
• Hands-on experience with ITSM platforms, specifically ServiceNow or an equivalent.
• Expert technical writing skills for developing knowledge articles and operational procedures.
• Experience supporting audio-visual and collaboration technologies.
• Experience leveraging Microsoft 365 tools (SharePoint, Teams, Power BI, Power Automate) to automate workflows and improve reporting.

Preferred Qualifications

• Experience with data management and visualization toolsets such as Power BI.
• Advanced Excel reporting and data mining capabilities.
• Technical certifications such as Microsoft Certified, PMP, or ITIL.
• Proven aptitude for IT architecture and system design best practices.

About the Company

The Faculty of Applied Science & Engineering at the University of Toronto is a world-renowned community of researchers and students dedicated to solving global challenges through collaborative research and experiential education. The Faculty IT Office supports a diverse group of academic and administrative professionals to ensure excellence in technical service delivery.