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Operations - Technical Services Manager

Date: May, 2011                                             GRADE:  USG 11
Reports to (Job Title): Director, Operations
Jobs Reporting (Job Titles): Technical Support Specialist, Production Specialist, Technical Specialist, ApplicationDeveloper
Location: Waterloo Campus

Primary Purpose

The Technical Services Manager develops, in collaboration with CECA leadership, a technology strategy for Cooperative Education and Career Action (CECA). In alignment with the CECA Technical strategy, the Technical Services Manager develops, plans and executes a tactical technology plan to focus efforts on the areas of greatest priority.

Key Accountabilities:

1.Develop and implement systems and processes for CECA including:

Ensuring system changes are appropriately scoped, prioritized, developed, tested and implemented in a controlled manner

Ensuring most efficient and effective use of technology funds, and will identify and evaluate technology trends and innovations that may be appropriate for CECA while remaining consistent with the University

Providing an infrastructure for reporting requirements and ongoing reporting and maintenance

Ensuring appropriate documentation is available, accurate and up to date

2.Ensure that on and off campus staff are effectively supported with respect to systems, tools, and infrastructure by

Supporting CECA, students and employers in all aspects of hardware, core applications, end user computing and reporting, including maintenance, upgrades, production support, training

Building and maintaining relationships with IST and 3rd party vendors to ensure the appropriate production support is available from the appropriate people (IST vs. CECA tech services)

3.Set direction for use of technology to

Identify, acquire, test, implement, train and support appropriate technology for the full department, including support for the core systems, desktop hardware and software, audio visual, printing, paging and other equipment for use in the Tatham Centre, mobile and handheld devices, online collaboration tools and maintenance and support of the CECA web spaces.

Establish best practices

4.Lead and manage direct reports and ensure the delivery of results in support of CECA mission, vision and guiding principles including:

Providing information and context needed for the employee to be effective

Hiring, developing and retaining the best qualified staff available from inside or outside CECA.

Setting goals and expectations and helping employees create clear paths to success

Developing effective work team dynamics

Ensure appropriate back up, support and cross training to manage capacity.

Managing performance through both formal (performance appraisal) and informal methods such as regular feedback, coaching and one-to-ones. Identifying development opportunities in others and co-creating with the employee a development plan; regularly following up on the progress of development

5.Provide overall leadership to the organization by:

Personally championing mission, vision and guiding principles and playing a leadership role in bringing them to life

Providing leadership, direction and strategic planning for CECA

Monitor business practices to ensure that CECA has the appropriate practices and processes to work effectively internally and represent UW externally

Lead the development of new capabilities required by the introduction of new systems, tools or processes

Develop productive, collaborative working relationships across CECA and UW

Lead the identification, development and implementation of projects to improve service quality, relationships, stakeholder satisfaction, timeliness, staff capability and performance

Develop internal/external customer service standards, monitors satisfaction with service delivered and take action to restore and enhance service quality

Position Requirements


University undergraduate degree


5 years progressive experience in business support of core application systems, hardware selection and maintenance, and help desk support

Knowledge of:

End user and development tools and applications

Different development methodologies and testing methodologies

Database tools and reporting structures

Project management

Experience understanding and writing technical specifications

Experience in managing and coaching staff and in strategic thinking with a focus on "business problem" are also an asset.


MS Word Excel PowerPoint Other
Average Average Average MS ACCESS – Average; core support systems (JobMine, CCA website, many web applications

Nature and Scope

Interpersonal Skills:

The Technical Services Manager has the ability to build relationships and gain respect across all CECA and within IST. The Technical Services Manager leverages excellent interpersonal and verbal communication skills, along with a professional manner, and effective probing, problem solving and sound decision-making skills to respond efficiently and effectively to internal customers. They must ensure they understand the business problem to identify the appropriate technical solution

Level of Responsibility:

The Technical Service Manager performs direct supervision of others in managing a department-wide function that is highly specialized, with direct reports. The Technical Services Manager ensures appropriate technical training, recommends technology solutions that may impact all of CECA, and determines what support is done by CECA and when it is referred to IST.

Financial Accountability
The Technical Services Manager develops their team operating budget together with CECA Planning and Financial Management team, and is responsible for monitoring and managing within that pre-set budget that includes hardware/software purchases for all of CECA within the objectives for the year is responsible for existing hardware.

Problem Solving
The Technical Services Manager requires the ability to identify and understand core business requirements, and to ensure that the technology solution proposed meets those requirements, such as what platforms, tools to use and how that fits with CECA technology strategy. The Technical Services Manager prioritizes work, and supports staff in solving production problems that will impact employers, students and staff. The Technical Services Manager also problem solves help desk issues that are too complex for Help Desk staff.

Internal and External Contacts
The Technical Services Manager collaborates with IST to ensure appropriate support for systems, deals with CECA management (including team leaders in the field) to ensure business needs are being met, and works in partnership with other Operations management critical to support core processes. The Technical Services Manager discusses information with owners of other systems at University of Waterloo that interact with the CECA system (for example, Registrar).

The Technical Services Manager exchanges information and negotiates with external vendors regarding the purchase and support of hardware and software for CECA.

Decision-Making Authority:

The Technical Services Manager specifies and approves hardware and software purchases, testing and release information of software, determines appropriate system support levels, and coaches the Application Developer to ensure appropriate tools are used.

Physical and Sensory Demands:

This role requires exertion of physical or sensory effort resulting in slight fatigue, strain or risk of injury.

Working Environment:

This role involves minimal psychological risk resulting from unavoidable exposure to hazardous, disagreeable or uncomfortable environmental conditions. This role involves exposure to emotionally disturbing experiences and/or interactions with people who are upset, angry, abusive, aggressive, unstable or unpredictable, lack of control over work pace due to control by machine or work process, and constant interruptions (e.g. from walk-in and phone traffic, employers on campus with technology requests, etc.). Support for core systems implies Tech Services staff may be required to work outside of core business hours.