University of Waterloo IT Support Director

Drive strategic IT service improvement as the Director of IT Service Experience & Support at the University of Waterloo. This role centers on enhancing user experiences across IT support channels.
You will play a critical role in the IST executive leadership team, accountable to the Chief Information Officer for overseeing frontline IT support services. Your focus will be on creating a unified support model while ensuring high standards of service management and user satisfaction. The role promotes collaboration and operational excellence across varied IT functions.
Key Responsibilities:
• Create a seamless service navigation experience for users
• Lead governance forums and document decision processes
• Optimize service catalog for effective user engagement
• Implement common practices to support knowledge improvement
• Develop KPIs and dashboards for service accountability
Requirements:
• At least 10 years in IT service leadership roles
• Experience in m...