Technical Services Manager

Department:

Mapping, Analysis & Design

Effective Date:

February, 2007

Grade:

USG 12

35 hr/wk

Reports to:

Director

General Accountability

Reporting immediately to the Director, the Technical Services Manager (TSM) is responsible for overseeing the unit’s technical operations and the strategic growth of its infrastructure. Primary duties include the supervision of assigned staff and the provision for ongoing support of critical faculty computing systems. The TSM is responsible for interactions between staff and others within the unit, throughout the university, and vendors of hardware, software and related services. The TSM must work closely with other members of the unit management team to achieve the unit’s goal of providing the Faculty with effective systems and technology. The TSM shares responsibility for day-to-day management of the unit with the Client Services Manager and the Director, and from time to time serves as Director during the absence of the Director.

Nature and Scope

The TSM is responsible for supervising assigned personnel and for assisting the Director in development and implementation of a cohesive strategic plan for the technical growth of the unit, and for the growth of computing in general within the Faculty. Accordingly, the TSM will work with the Director and the Client Services Manager to provide input and direction to all staff within the unit. In conjunction with the Client Services Manager, the Technical Services Manager provides advice and support for acquisition of IT services and infrastructure in the Environmental Studies (ES) and to provide support services to clients.

The TSM manages support staff working in the field of environmental informatics (which includes, but is not limited to, Geographic Information Systems, Remote Sensing, and Spatial Informatics) and in the design–related field. It is anticipated that the TSM will also be responsible for supervising support staff in emergent technologies throughout the development and evolution of the unit. The TSM works closely with the Windows Services Administrator to ensure consistency and efficiency in computing services. The TSM has on-going responsibilities for assigned staff, including the assignment of work, provision of technical direction, performance reviews, and recommendations for hiring, promotions, reclassifications, and disciplinary issues. The TSM must exercise tact and diplomacy in directing the work of technical professionals and allocate their assignments so as to create a productive work environment and career opportunities. The TSM co-operates with the rest of the unit management on general issues of staffing, career paths and staff mobility among groups, the establishment of procedures and standards, monitoring staff performance and focusing staff efforts on University goals in response to changes in technology, the university environment, and unit and Faculty priorities.

Organizational Relationships

Other positions which report directly to the same supervisor:

Client Services Manager

Windows Services Administrator

Positions that report directly to the Manager:

Geographic Information Systems Specialist

Informatics Instructional Co-ordinator

Remote Sensing Specialist

Statistical Data

The MAD unit comprises nine full-time support staff, one staff member on permanent secondment from IST (60%), one staff member on permanent secondment from CTE (60%), part-time student assistants and from time to time, co-op students. Staff members (with the exception of the IST and CTE members) report either to the Technical Services Manager or to the Client Services Manager who in turn report directly to the Director.

The activities of the TSM affect a constituency that includes:

Number of computers supported: 300+

Number of undergraduate users: 1700+

Number of graduate users: 200+

Number of faculty, staff and visiting scholars: 150+

Specific Accountabilities

The TSM is expected to be a reliable technical resource for the Director, providing concise technical summaries. The TSM oversees the technical group activities and provides the rationale for decisions made. The TSM duties include (but are not limited to) the following:

provide technical leadership to unit staff

provide detailed guidance where necessary

train in general principles as well as in areas of expertise

recommend external education and training as appropriate

evaluate performance of personnel

anticipate, develop, and implement solutions to current and future that face the computing environment of the Faculty

understand and anticipate user perceptions of the computing environment relevant to areas of expertise

keep abreast of new technological advances as they might affect and/or enhance the Faculty's computing environments

be prepared to spend significant effort as senior technical staff, in addition to purely management duties

promote a co-operative, collegial approach to problem solving

encourage interaction between managed groups

work as a team with other Managers

work with the user-community in areas of expertise

be able to interact tactfully with faculty

work with university-wide committees relevant to areas of expertise

Significant Internal Relationships

Associate Deans and Department Chairs in Environmental Studies

Dean of Environmental Studies

Faculty, Staff and Students in Environmental Studies

Information Systems & Technology (IST)

Computing Systems Advisory Group

External Relationships:

Vendors which include hardware, software (including beta testing)

Working Conditions