Manager of Information Technology

Position Details

Office of the Chief Information Officer – Government of Newfoundland and Labrador

The Manager of Information Technology (Service Delivery) is responsible for the daily supervision of OCIO desktop support staff in the field, administrative staff (including the OCIO warehouse), and periodic oversight of the Service Desk functions and staff. Reporting to the Director of Customer Service, this management position ensures the daily functions of the OCIO are met, including resourcing, scheduling, monitoring, and reporting.

For field computer support staff, this position ensures appropriate coverage of desktop support services for the assigned areas. The role involves managing, monitoring, and reporting on the processes related to OCIO’s software and hardware maintenance licensing compliance by working directly with staff, business owners, and vendors. In addition to software and hardware maintenance, this position oversees the procurement of IT goods and services in accordance with the Public Procurement Act and established budgets.

This management position serves as a point of escalation for issues, including interactions within the OCIO and with representatives of the agencies, boards, commissions, and departments serviced by the OCIO. Several subordinates reporting to this position are located outside of OCIO headquarters, requiring regular interactions and supervisory oversight using traditional and technological tools.

As a supervisory role, duties include maintaining attendance records, payroll, and handling other general human resource matters. This position also collaborates closely with the Director and members of the OCIO Executive to provide information related to financial administration, annual budget preparation, monthly budget monitoring, salary plan preparation, records and information management, and procurement of IT goods and services.

Screening Criteria

1. Bachelor’s degree or diploma in information technology, Computer Science, Information Systems, or a related field, or equivalent experience.
2. Considerable work experience in the information technology industry.
3. Considerable experience in providing or overseeing the delivery of the client support services, preferably in information technology or customer service.
4. Experience with human resource management and/or direct staff supervision (Asset)

Assessment Criteria

1. Knowledge of IT frontline desktop support services and current trends in Customer Service.
2. Knowledge of general budgeting and financial management practices and regulations. (Asset)
3. Experience with client and vendor service management.
4. Leadership skills
5. Consultation and advisory skills.
6. Ability to effectively exchange information
7. Ability to think critically and effectively execute solutions under periodic high stress and time-sensitive situations.
8. Ability to work independently
9. Ability to collaborate (teamwork)
10. Professionalism

Conditions of Offer

1. Recent and satisfactory certificate of conduct from local police

Conditions of Acceptance

1. Manager on-call rotation as required
2. Occasional overtime

Information for Applications

For more information about this opportunity please contact: Curtis Smith, Director of Customer Service [email protected]