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Manager, H&A Information Technology Services

November 2 2019
Industries Education, Training
Categories Project Management, Business Analysis, Information Technology, IT, Project management, Product development and Management
Kingston, ON

Reporting to the Executive Director, Housing and Ancillary Services, the Manager, H&A IT Services is responsible for developing and implementing the department's overall IT strategy, in alignment with business requirements and values and with university IT Services where appropriate.  This includes the effective operation of information systems across all units within Housing and Ancillary Services and some select areas within Student Affairs.  The Manager is responsible for the preparation of strategic plans, development and oversight of human and financial resources, data security, confidentiality and backup/recovery procedures and recommending, designing and implementing manual, automated, or blended solutions to support improvement of business processes and procedures.  This role directs a team of technology professionals, ensuring the optimal allocation of resources toward operational and strategic priorities.

The Housing and Ancillary Services team manages 4,600 student beds in 17 residence buildings, striving to create a safe, supportive environment and a sense of belonging for all students. H&A also manages off-campus housing, 3 dining halls, 23 retail foodservice locations, the Donald Gordon Centre, a year-round hotel and conference facility, and the Enrichment Studies Unit. Residence buildings support revenue generation through the summer season, offering temporary accommodations and foodservices for the conference, events and tourism markets. 


  • Support the mission, vision and values of the department by participating as a member of the H&A Executive Team in strategic planning, policy development and operational prioritization.
  • Develop and implement overall IT strategy, ensuring alignment with business needs and priorities. Incorporate new developments in the industry, leveraging technology solutions to align with evolving student expectations, improve departmental efficiency, operational functions, communication tools, information exchange and service satisfaction. 
  • Oversee the operation of H&A's IT Services, ensuring the necessary infrastructure, architecture and applications are adequately maintained to meet the needs of students living in residence and the varied functional areas within H&A.
  • Assess and advocate for ongoing investment needed to support new and existing technologies, websites and software applications.
  • Build and maintain contact with information system users, suppliers and other information sources to keep abreast of technology developments and opportunities.
  • Plan, prioritize and manage the work of employees, providing strategic and tactical advice, guidance and coaching.  Identify the need for staff resources, participate on staffing committees, and make effective recommendations regarding employee selection. 
  • Manage performance by establishing performance standards, reviewing and evaluating performance and conducting formal performance reviews on an ongoing basis.
  • Assess staff training and development needs, and ensure that employees receive training required to improve and sustain successful performance. 
  • Investigate, address and resolve employee/labour relations issues, including disciplinary matters. Make decisions or effective recommendations on matters involving possible discipline, discharge and probationary termination.
  • Develop, prepare and manage the department's technology budget for capital and operational expenditures. Take remedial action as/when required.
  • Develop and execute project plans, and perform necessary analysis for the selection and/or development of new information systems; identify and implement enhancements to existing systems.  Ensure adherence to university Strategic Procurement policies and procedures.
  • Ensure that areas of technology risks, including ongoing sustainability and information security, privacy and PCI compliance are identified and opportunities for mitigating these risks and gaining efficiencies are maximized through partnership with the University's Information Technology Services (ITS), other campus organizations and external partners.
  • Represent the department on information technology issues; interact with university IT, telecom and network services, other University departments and vendors.  Proactively champion the department's requirements and related functions to ensure that they are considered and built into the campus enterprise infrastructure.
  • Foster a strong customer service ethic and student-centered focus in decision-making.  Create a climate where collaboration and teamwork among diverse people and groups is the norm and promote a culture where a diverse range of ideas and perspectives are incorporated into the decision making process.
  • Undertake other duties in support of the department as required.


  • University degree in Computer Science or related field required, with 7-10 years of progressive leadership experience.
  • Demonstrated experience in the management of information systems, support of existing systems and the implementation of new technologies in a large-scale operational/business environment with diverse needs and users.  Experience setting IT strategy for a complex organization.
  • Demonstrated leadership skills and experience directing and motivating a team of IT staff.
  • Expertise in technology project management, including gathering and evaluating business requirements, design, phasing and deployment of new IT services and system upgrades.
  • Experience working in higher education, or a similar complex operational environment.
  • Specific familiarity or experience with the following is an asset: software related to student life and residence occupancy management, meal plans and point of sale solutions; data centres, large scale ethernet networks, and knowledge of network routing and data traffic management.
  • Satisfactory Criminal Records Check and Vulnerable Sector Screening required.
  • Consideration may be given to an equivalent combination of education and experience.


  • Strategic planning skills to set the direction for information technology services for the department and deliver innovative solutions.
  • Strong leadership skills to foster a team approach, coordinate workflow and delegate service delivery, emphasizing student and service satisfaction at the operational level.
  • Superior interpersonal and communication skills, both oral and written.
  • Excellent analytical skills to identify, assess, propose and implement information technology solutions and enhancements.
  • Ability to conceptualize plans and technical solutions in response operational and revenue generating opportunities.
  • Excellent organizational and time-management skills.
  • Ability to work collaboratively and efficiently, prioritizing day-to-day operational support and projects from a client/student centered perspective.


  • Evaluates job candidates and makes effective recommendations on suitable hires.
  • Makes decisions and/or effective recommendations regarding transfers and promotions.
  • Evaluates employee performance and decides on appropriate training or coaching to address lack of proficiency in carrying out responsibilities, or remedial action for staff disciplinary situations.
  • Assesses investigation outcome of grievances and makes effective recommendations on appropriate course of action or next steps on grievances.
  • Makes effective recommendations on level of discipline up to discharge and probationary termination.
  • Expedite resolution of escalated problems that affect the function or performance of H&A information systems. 
  • Evaluate the impact of changes (technological and organizational) on systems and operations, and recommend solutions.
  • Assess the priority of various potential technology projects, to ensure that those with the greatest importance and benefit to the organization are expedited.
  • Assess areas of technology risk, and determine appropriate procedures and/or actions to mitigate the risk to sustainability and information security.
  • Determine or approve the purchase of hardware, software/applications, peripherals and other equipment.
  • Determine scope, schedule and resource allocations for IT projects.  Evaluate progress and take corrective action or provide support where needed.
  • Plan the allocation of resources to maintain, enhance and expand the operation and integrity of the systems.  Evaluate various technologies and recommend the most effective solution to facilitate business processes. network