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About the Role

Join a collaborative team where your leadership will enhance the digital experience for thousands of students, faculty, and staff while driving innovation and service excellence across the College. This role provides operational leadership and tactical oversight for end-user technology services, ensuring the delivery of reliable, customer-centric support across the College. It oversees the IT Service Desk, Academic Computing, and Regional Campus IT support teams, championing a culture of continuous improvement and service excellence.

Responsibilities

Provides leadership and operational oversight for the IT Service Desk, Academic Computing Labs and Regional Campus IT support functions; ensuring service continuity, responsiveness, and alignment with daily departmental objectives
Leads, motivates, and guides staff, cultivating a collaborative, high-productivity team culture focused on excellent customer service
Ensures operational assignments of the team are carried out consistently with college policies and procedures
Monitors employee performance, delivers regular feedback, and resolves conflicts or conduct-related issues in accordance with college policies and standards
Plans and manages resource allocation, staffing priorities, training needs, and workflow optimization to maintain seamless operations
Coordinates operational planning for lab and support environments, including service processes, incident and escalation practices, software deployment readiness, technology refresh activities, and regional campus coverage
Defines, implements, and matures IT service management practices and workflows (e.g., incident, request, problem, change) to improve service quality, consistency, and transparency
Serves as the business owner for the ticketing/IT service management platform and continuously evolves the IT service catalogue to ensure services are clearly defined, measurable, and aligned with stakeholder needs and institutional priorities
Assists departmental financial administration, including procurement coordination, expenditure tracking, budget monitoring, contributing data for resource planning, financial reporting, and prepares documentation
Leads engagement with academic and administrative stakeholders to understand service needs and communicate service performance
Establishes, monitors, and leverages service metrics and KPIs to drive continuous user-experience improvements
Ensures compliance with college policies, health and safety standards, and asset/inventory controls
Maintains service documentation and contributes to operational reporting
Performs other related duties as assigned

Requirements

Post-secondary 3-year diploma/degree in information technology, computer science, business technology management, or a related field
Minimum 7 years’ of progressive experience in IT operations, end-user support, or technical service delivery
An equivalent combination of education and progressive technical/operational leadership experience may be considered
Demonstrated experience in staff management, operational planning, service escalation, stakeholder relationship management, and financial/procurement support activities
Experience managing IT support across distributed environments (ideally a college/university campus, hospital, or multi-office corporate environment)
Proven success in establishing KPIs, building service dashboards, and translating data into actionable service improvements
Relevant IT service management, technical support, or leadership-related certifications are assets (example ITIL, change management, or project management)
Requires strong leadership and employee relations skills; customer service and conflict resolution capability; knowledge of IT support operations, service desk practices, endpoint and lab support environments, and distributed support models; financial and procurement administration skills; strong written and verbal communication; data analysis and reporting; and proficiency with common enterprise systems (e.g. Microsoft 365 tools)
A valid driver’s license and ability to travel between campuses is required
Transcripts are mandatory as a condition of employment

Skills

IT service management
Change management
Project management
Leadership
Employee relations
Customer service
Conflict resolution
IT support operations
Service desk practices
Endpoint support
Lab support
Distributed support models
Financial administration
Procurement administration
Data analysis
Reporting
Microsoft 365 tools

Location

London, ON

Work Type

Full time
In-Person
Hybrid

Experience Level

Minimum 7 years’ of progressive experience in IT operations, end-user support, or technical service delivery

Education Level

Post-secondary 3-year diploma/degree in information technology, computer science, business technology management, or a related field

Salary/Compensations

$91,902.00 - $131,070.00

Benefits

Defined-benefit pension plan (through the CAAT Pension Plan)
Dental coverage
Disability coverage
Travel insurance
Extended health coverage
Paid time off
Scheduled holiday closure
Tuition reduction for eligible employees and dependents
Professional development opportunities

About the Company

Fanshawe College thrives because of its people. We foster a culture of excellence and see opportunities to turn potential into impact. Leading with empathy, belonging, unity, learning and courage, we guide the learning journey of our students, ensuring they are ready for work and life, today and tomorrow.
Fanshawe College is committed to the principles of hybrid work and may offer this option to employees whose work can be performed in an alternate location, without adverse impact to the operations of the College, inclusive of our Student and Staff experience.
Confirmation of hybrid work options available to you will be clarified upon hire and may be subject to change based on the duties required of your position.
Successful candidates will be required to perform work within Ontario and must be available to work on campus, as required.
Fanshawe College uses Workday to manage recruitment and hiring processes.
Fanshawe College provides accommodations to job applicants with disabilities throughout the hiring process.
Fanshawe College would like to acknowledge and honour the Anishinaabe, Lotinuhsyuní and Lenape people of southwestern Ontario as the traditional owners and custodians of the lands and waterways where Fanshawe College is located.

Equal Opportunity

Fanshawe College is an equal opportunity employer. We are committed to equity, value diversity, and welcome applicants from diverse backgrounds.
Fanshawe College provides accommodations to job applicants with disabilities throughout the hiring process. If a job applicant requires an accommodation during the application process or through the selection process, the hiring manager and the recruiter leading the recruitment will work with the applicant to meet the job applicant’s accommodation needs. Accommodation requests per the Ontario Human Rights Code and the Accessibility for Ontarians with Disabilities Act can be emailed to: askhr@fanshawe.ca