Job Description
OverviewThe Technical Manager are responsible for the management of people, finances, technology, and processes that provide computing support to the school, as well as actively participating in that support. The role of Technical Manager – Teaching Operations Group requires an advanced working knowledge of Linux, familiarity with providing course support and writing scripts in SSH server scenarios, and the ability to exert technical expertise that supports the School’s varied teaching and learning activities. The School operates three terms per year (i.e., teaching proceeds year-round) and there can be times when off hours are required to meet the needs of the teaching environment. This role manages the first points of contact for the School’s IT help desk and teaching support.ResponsibilitiesManagementGuides and assesses the technical work of the operating groupMonitors and evaluates the group’s workload, in order to set prioritiesProvides guidance and support, as appropriate, to the other CSCF operating groupsWorks as a team with the other CSCF Technical Managers to set strategic technical and operational directions, and to encourage interaction among the groupsActs as a backup for other CSCF Technical Managers, and for the technical activities of supervised staffImproves the work environment and establishing efficienciesSeeks and arranges training and professional development opportunities for the group’s staffEvaluates the performance of direct reports, and participating in the evaluation of other CSCF technical staffClient ServiceDetermines support requirements, establish priorities, set service level objectivesEstablishes and maintains channels of communication between the CSCF operating group and its clients, potentially including faculty, staff, and studentsManages expectations of CSCF clientsMonitors the performance of the operating group with respect to established priorities and objectivesFosters a collegial and cooperative relationship between CSCF and its clientsTechnology and Resource PlanningIn collaboration with the other Technical Managers, manages the financial and resource requirements of CSCF. For example, develops and maintains long term and annual budgets for CSCF, and manages spending in accordance with budgetsProactively identifies challenges and issues which may affect the School’s computing environments and technical support practices, and develop and implement solutionsProactively identifies technical or methodological opportunities relevant to CSCF’s missionTechnical OperationsMonitors and management of services to ensure availabilityMaintains and evergreening of the underlying hardware, software and other resources required to operate these servicesManages the rollout and decommissioning of services, as necessaryCommunicationWrites, edits and reviews material related to CSCF operations and planning, for both internal (within CSCF) and external consumptionMakes decisions about the best way to document and communicate policies and procedures related to computing supportEffective oral and written communication with both CSCF staff and clients in support of CSCF activitiesEffective oral and written communication, as appropriate, with computing support organizations and other groups within the University of Waterloo , such as Information Systems and Technology (IST) and Mathematics Faculty Computing Facility (MFCF)QualificationsMaster’s degree in Computer Science or a related discipline. Sufficient relevant experience can be deemed equivalent to the desired educationBroad knowledge of current computer technology and practices, and deeper knowledge in technologies and practices of current or potential use to CSCFAdvanced working knowledge of Linux, familiarity with providing course support and writing scripts in SSH server scenariosExcellent interpersonal, analytical, and communication skills (verbal and written)Extensive and progressive leadership and mentoring of professionalsDemonstrated use of sound judgement, tact, diplomacy and problem solving skillsAbility to build positive relationships with individuals of varying levels of education and skillA proven self-starter with the ability to identify issues, maintain confidentiality of information, recommend and implementing opportunities for improvement, and provide advice on strategic directionsMust be able to work independently and as part of a team in a complex and dynamic environment with changing or conflicting deadlinesAbility to explore possibilities, recognizing preferred approaches and solutionsAbility to judge the extent to which such approaches may be practically pursued in a given situation, as opposed to using standard approaches and solutionsAbility to use a disciplined approach to all aspects of problem resolutionAbility to use general principles to solve specific problems without detailed knowledge of the systems involvedProficient with MS Word, Excel, and PowerPointEquity StatementThe University of Waterloo acknowledges that much of our work takes place on the traditional territory of the Neutral, Anishinaabeg, and Haudenosaunee peoples. Our main campus is situated on the Haldimand Tract, the land granted to the Six Nations that includes six miles on each side of the Grand River. Our active work toward reconciliation takes place across our campuses through research, learning, teaching, and community building, and is co-ordinated within the Office of Indigenous Relations.The University values the diverse and intersectional identities of its students, faculty, and staff. The University regards equity and diversity as an integral part of academic excellence and is committed to accessibility for all employees. The University of Waterloo seeks applicants who embrace our values of equity, anti-racism and inclusion. As such, we encourage applications from candidates who have been historically disadvantaged and marginalized, including applicants who identify as First Nations, Métis and/or Inuk (Inuit), Black, racialized, a person with a disability, women and/or 2SLGBTQ+.All qualified candidates are encouraged to apply; however, Canadians and permanent residents will be given priority.The University of Waterloo is committed to accessibility for persons with disabilities. If you have any application, interview, or workplace accommodation requests, please contact Human Resources at hrhelp@uwaterloo.ca or 519-888-4567, ext. 45935.