Director IT Support Services

Service New Brunswick
Director, IT Support Services
R85-202526-1010 (15803)
Open Competition - Pay Band 8
Flexible location within New Brunswick

Who We Are

Working at Service New Brunswick (SNB) is more than just a job—it's an opportunity to build a meaningful career. Guided by our vision of "Excellence in Service Delivery", our teams provide high quality, innovative public services for customers with a focus on value for all New Brunswickers.
Known for our people-oriented workplace culture, we foster an environment where innovation, inclusivity, and teamwork are celebrated. SNB offers flexible work options including remote, hybrid, and in-office roles in most major cities across New Brunswick. Working together is a key to our success. We collaborate with partners across the Government of New Brunswick to reimagine how public services are designed and delivered. We are proud to be recognized as one of Atlantic Canada's Top Employers for 2026!

About the Role

As Director of IT Support Services, you will lead a high-performing team responsible for delivering frontline IT service desk and deskside support to more than 35,000 government employees and healthcare professionals across New Brunswick. Reporting to the Executive Director of Engagement and Planning Services, you will champion a service excellence culture, champion innovation, and inspire your team to continuously raise the bar on client experience.

Who We Are Looking For

We're seeking a people centered, service driven leader who is passionate about delivering exceptional support experiences at scale. You are someone who:

• Leads with empathy, trust, and accountability, creating an inclusive, psychologically safe environment where teams can do their best work.
• Brings a strong service excellence mindset and understands the critical role frontline IT support plays in enabling government and healthcare services.
• Excels in complex, high volume environments and balances operational stability with continuous improvement.
• Is energized by modernizing service delivery through automation, self service, and emerging technologies, including AI.
• Builds strong partnerships with stakeholders and translates business needs into practical, client focused service outcomes.
• Leads change with clarity and transparency, using data and performance insights to drive measurable improvements.

What You Will Do

• Lead a diverse team and continuously improve service desk and deskside support operations, ensuring consistent, high-quality service to GNB departments and provincial hospitals.
• Build a service excellence culture rooted in ownership, proactive communication, and a client-first mindset.
• Drive technology modernization and innovation—leveraging self-serve options, process automation, and artificial intelligence capabilities to streamline support, reduce manual dependencies and improve client experience.
• Optimize end-user device deployment, refresh cycles, and asset management practices, exploiting vendor capabilities to streamline procurement and direct-ship workflows.
• Establish and monitor operational performance metrics to support continuous improvement and accountability.
• Lead change management initiatives and embed best practices into daily operations to build a resilient, adaptable team.
• Collaborate with senior IT leaders and government partners to align support services with evolving business needs.
• Manage the unit's budget and resources, ensuring cost-effective operations that maximize value for partners.

Must Have Qualifications

• University degree or diploma in a relevant field (Business Administration, Public Administration, Computer Science, etc.).
• At least six (6) years of management experience leading teams, including experience at a senior level with significant HR and financial responsibilities. Equivalent combinations of training and experience may be considered.
• Demonstrated people-first leadership style, builds trust, empowers teams, and creates a respectful, inclusive, psychologically safe work environment.
• Demonstrated ability to build and sustain strong, collaborative relationships with colleagues, partners, clients, and vendors to achieve shared service outcomes.
• Demonstrated experience leading large teams and driving transformational change to achieve measurable service improvements.
• Experience in or working knowledge of a service desk or call Centre environment.
• Strong interpersonal and communication skills in English (written and verbal)
• Ability to occasionally travel within the province.

Nice to Have Qualifications

• Knowledge of Information Technology Infrastructure Library (ITIL) best practices.
• Experience applying design thinking or client journey mapping to service delivery improvements.
• Familiarity with modern service management platforms, automation tools, or AI-enabled support solutions.
What We Offer

At SNB, our people are at the heart of everything we do. We are:

• Human-Centered: We prioritize well-being and flexibility for our employees.
• Driven by Growth: We invest in your professional development and career advancement.
• Celebrating Excellence: We recognize and reward outstanding contributions.
• United by Purpose: Every project you work on makes a real difference for New Brunswickers.
• Empowered to Decide: We trust our teams to make decisions and innovate boldly.

With a province-wide presence, SNB is proud to be one of New Brunswick's largest IT employers—offering unmatched opportunities for growth and impact, including an employee recognition program, a mentoring program, training & development opportunities, employee townhalls and leadership conferences.

Salary: $ 112,398 - $ 126,594 annually (Pay Band 8 – Management and Non-Union Pay Plan) as well as a comprehensive benefits package (paid vacation, health, dental, life, long-term disability, and pension).
How To Apply

We strongly encourage you to submit your application via the online portal https://www.ere.gnb.ca/competition.aspx by using the "Apply Online" button to increase the efficiency and maintain a consistent candidate experience. Please complete your application by April 14, 2026, and indicate competition number R85-2025/26-1010. For technical difficulties, contact [email protected].

We thank all applicants; only those selected for further consideration will be contacted. Candidates registered with the Equal Employment Opportunity Program and veterans, who demonstrate they are among the most qualified, shall be given preference at the time of appointment.