MANAGER, ICT ENTERPRISE APPLICATION SUPPORT
Wilfrid Laurier University is a leading Canadian university renowned for its extraordinary learning environment and student-focused educational experience. As a comprehensive university with more than 19,000 students, Laurier has grown rapidly in research intensity while at the same time preserving its well-earned reputation for undergraduate and graduate teaching and learning excellence. With a multi-campus and multi-community culture, Laurier offers students an exceptional range and depth of more than 100 academic programs taught by award-winning lecturers across nine faculties across locations in Waterloo, Brantford, Kitchener, and Toronto. As a leader in higher education for more than a century, the Laurier experience is truly transformative as embodied in its institutional proposition: Inspiring lives of leadership and purpose.
Reporting to the Director, ICT Enterprise Solutions, the Manager, ICT Enterprise Application Support is responsible for providing second level support for all enterprise applications, web properties, and ancillary systems at Laurier. They will be responsible for managing a blended team who are responsible for collaborating with clients and internal employees to solve technical problems with both vendor-based and internally developed applications. The incumbent will provide technical and operational leadership to the team ensuring high levels of customer satisfaction through responsiveness, problem resolution, and analysis. This incumbent will work closely with the Manager, ICT Enterprise Application Development, and is responsible for cultivating strong relationships with ICT and partner stakeholders, as well as participating in and implementing strategic IT planning.
The ideal candidate will possess a University degree in Computer Science, Business, Information Systems, or a closely related field with a minimum of 3 years work experience in a computer-related field as a senior systems analyst or database administrator combined with 5 years experience with managerial or supervisor responsibilities. The incumbent will have experience in Escalation and Resolution Management and expertise in building and improving operational processes and customer experience.
Wilfrid Laurier University endeavors to fill positions with qualified candidates who have a combination of education, experience, skills and abilities to successfully perform the duties of the position while demonstrating Laurier's Employee Success Factors.
Diversity and creating a culture of inclusion is a key pillar of Wilfrid Laurier University’s Strategic Academic Plan and is one of Laurier’s core values. Laurier is committed to increasing the diversity of faculty and staff and welcomes applications from candidates who identify as Indigenous, racialized, having disabilities, and from persons of any sexual identities and gender identities. Indigenous candidates who would like to learn more about equity and inclusive programing at Laurier are welcomed to contact the Office of Indigenous Initiatives at firstname.lastname@example.org. Candidates from other equity seeking groups who would like to learn more about equity and inclusive programing at Laurier are welcomed to contact the Diversity and Equity Office at email@example.com. We have strived to make our application process accessible however if you require any assistance applying for a position or would like this job posting in an alternative format, please contact Human Resources at 519-884-1970 ext.2007 or firstname.lastname@example.org.
Should you be interested in learning more about this opportunity please visit www.wlu.ca/careers for additional information and the online application system. All applications must be submitted online by June 25, 2019. Please note, a CV and letter of introduction will be required in electronic form.