Manager, Service Desk - ITS

Closing Date: January 16, 2026 at 4:00 PM

INFORMATION TECHNOLOGY SERVICES
Information Technology Services (ITS) provides UNB with professional information and communication technology services, leadership, and expertise to ensure to ensure the UNB community can achieve its goals with the support of the best technologies of today and advances of tomorrow.

WHAT WE OFFER

Full-time | Continuing | Fredericton | Hybrid

UNB is committed to ensuring employees can maintain a healthy work-life balance. As such, we are proud to support a hybrid work approach, which includes flexible hours and work-from-home options.

Standard Work Hours: Mon - Fri | 8:15 am - 4:30 pm | 36.25 hours per week

Additional Working Conditions:

• Flexibility in working hours including participation in occasional scheduled on-call after hours support and time shifting and overtime
• Available for after-hours emergency incident management.
• Regular travel between UNB campuses

Salary Range: $71,576 - $97,550 per annum

YOUR FOCUS

Reporting to the Director of IT Services, the Service Desk Manager will play an essential role in sustaining the operational effectiveness of ITS by setting targets, monitoring service delivery metrics, and iterative improvement of service desk operations to ensure the delivery of high-quality, reliable, and accessible IT services. This position oversees the IT Service Desk, which is the primary contact point for all IT-related inquiries and issues, ensuring user needs are met promptly and efficiently.

• Manage service operations by ensuring adherence to procedures and standards, assigning tasks by priority, escalating documentation gaps, and resolving or escalating scheduling conflicts.
• Manage service requests by adhering to service level agreements through accurate logging, prioritization, and resolution; maintaining timely communication; and identifying recurring issues for mitigation or self-service solutions.
• Manage incidents and problems by taking ownership of all incidents within scope, coordinating emergency and multi-staff issues, ensuring accurate classification and resolution, and verifying satisfaction before closure.
• Develop a high-performing operational team by managing attendance, performance, and development; creating schedules; assigning work based on capacity and skills; leading hiring efforts; reducing single points of reliance; and implementing team-building activities.
• Manage knowledge by maintaining internal and external knowledgebases: ensure articles are current, audience-appropriate, identify gaps, and assign creation of new content.
• Monitor services using defined metrics and schedules: coordinate monitoring activities, retain logs, report performance and capacity data, and collaborate with architects on analysis and iterative improvements.
• Contribute to team success by demonstrating professionalism, initiative, and collaboration; sharing ideas; participating in departmental and university activities; and positively representing ITS.
• Participate in projects as an effective team member and deliver independent projects on time and to standard.

WHAT YOU BRING

• Bachelor's degree in computer science with a focus on Information Technology, or Business with an Information Technology focus
• 8 years progressive experience managing people with 5 years in technology and/or IT service management

Additional Strengths

• Strong knowledge of general management principles and fundamentals, service delivery and standards
• High-level understanding of technical areas within scope of accountability
• Well-developed communications skills
• Able to work independently or as part of a team
• Proven ability to build successful teams and manage organizational transitions effectively.
• Current Information Technology Infrastructure Library (ITIL) Foundation certification

WHY CHOOSE UNB?
UNB offers a large variety of benefits for employees, including a full pension, a minimum of three weeks of vacation annually, the Employee and Family Assistance Program (EFAP), and dental, life, and health insurance.

ADMINISTRATIVE, PROFESSIONAL AND TECHNICAL GROUP (APT)
This position is part of the non-union Administrative, Professional and Technical (APT) group.

COMMITMENT TO EQUITY, DIVERSITY & INCLUSION
The University of New Brunswick is committed to employment equity and fostering diversity within our community and developing an inclusive workplace that reflects the richness of the broader community that we serve. The University welcomes and encourages applications from all qualified individuals who will help us achieve our goals, including women, visible minorities, Aboriginal persons, persons with disabilities, persons of any sexual orientation, gender identity or gender expression. Preference will be given to Canadian citizens and permanent residents of Canada.

We thank all who apply; however, only those selected for an interview will be contacted.