University of Waterloo

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Manager, Technology Integrated Services (Workstation Services)

Manager, Technology Integrated Services (Workstation Services)

Requisition ID 
Job Category  
5170 - Information Systems and Techno
Job Status 
Regular Full-Time
Hiring Range 
$97,046 - $121,307

More information about this job


Manages the people, technology, and processes that provide service to the University, within the Manager’s unit and areas of expertise, as well as actively participating in that service. The Manager must work closely with other managers to coordinate implementation of projects not specific to any one manager's area of expertise.  


IST liaison - Act as an integral member of the IST management team. Work with client-constituencies management to establish requirements to extend the scope and increase the quality of facilities and services. Represent IST in university-wide projects and committees. Promote effective co-operation of Faculty support staff and IST staff. Interact with vendors and other external organization.


Technology assessment and project formation - Assess technologies, evaluate potential acquisitions, and formulate development and implementation plans to achieve solutions to requirements. Define the scope and tasks of resulting projects. Prepare resource requirements, cost estimates, and staff commitments. Recommend configurations for major acquisitions of hardware, software, and services. Present recommendations to IST and client-constituencies management as appropriate.


Facility and service development - Educate staff with regard to the purpose of projects, the general outcomes expected, and the required completion time-frames. Schedule tasks, assign staff, monitor performance, and report progress.


Facility and service operation - Work with IST management to establish and implement service-level objectives for all relevant facilities and services. Assess technologies and equipment necessary for monitoring the operation of all components and make recommendations on appropriate acquisitions. Maintain the capability for 24x7 response to recover from failures of critical systems and components.


Staff training and development - Provide direction and functional guidance to assigned staff. Recommend training and acquisitions to extend abilities. Establish and carry out specific professional-development programs. Conduct annual performance evaluations. Recommend promotions and/or re-classifications when appropriate. Participate in evaluating applicants for available positions and make hiring recommendations.


Perform as a Senior Technologist in areas of technical expertise. Participate in technical activities of the unit and the group.


The Technology Integrated Services Manager(s) will have responsibility for one of the following areas:

  • Network Services
    • Wired and Wireless campus network
    • IP Address Management
    • Cable Plant
    • Physical Security Systems
  • Infrastructure Applications and Communications
    • Campus telephone system
    • Billing
    • PBX integration of Unified Communications
    • Email systems, web servers, SharePoint
    • Video conferencing
    • Unified communications
    • Database integration
    • Enterprise & departmental applications
    • Application development base (e.g. TFS)
  • Servers and Storage
    • Current server and storage support
    • Current ESX platform for virtualization
    • Operating systems: Linux, Solaris, Windows, cfengine, SCOM
    • Storage: direct attached and network attached
    • Backups
  • Workstation Services
    • Windows, Mac, Linux desktop management
    • Podium computers & training lab
    • SCCM and software packaging
    • WSUS and SEP
    • Printing support
    • OU and group management of the AD



  • University degree in a related field or equivalent education and experience
  • Three or more years of supervisory experience with the proven ability to develop and mentor staff
  • Demonstrated capability to be proactive and predictive in changing demands and technologies while minimizing and identifying risk required
  • Have previously been responsible for the detailed planning and organization of large and complex projects
  • Excellent interpersonal, customer service, communication (oral and written), problem solving, analytical, and time management skills
  • Proven success interacting with a wide variety of clients, internally and externally, under stressful conditions
  • Proven experience developing and deploying methodologies for testing and enhancing performance required
  • Sound deductive and investigative skills to identify and diagnose complex, non-intuitive technical problems