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Manager, ICT Infrastructure

Job Information
Author ahnationtalk
Date October 13, 2018
Type Full Time
Company Wilfrid Laurier University
Salary $83,793 - $104,741 - Annual
Location Waterloo, ON
Category Business / Management
Client Wilfrid Laurier University
Contact Information
Apply Now!

Posting ID : 9870
Apply By : 11/1/2018
Position Title : Manager, ICT Infrastructure
Department : Information and Communications Technology
Job Type : Full-time, Continuing
Campus : Waterloo
Reports To : Director, ICT Infrastructure and Information Security
Position Summary : At Laurier, we are a community. It’s what brings our students here and what keeps our people here.

As an educational institution, we inspire lives of leadership and purpose in our student community. As an employer, we seek, foster and value the same qualities of leadership and purpose in our employee community.

We currently have an opportunity to join the Laurier community as a Manager, ICT Infrastructure.

The Manager, ICT infrastructure reports to the ICT, Director of Infrastructure and Information Security, and is responsible for developing IT infrastructure programs and processes that provide high quality IT infrastructure services for academic and research activities at all Laurier campuses. The manager’s team is part of a larger support organization that provides IT technical guidance and support to the entire Laurier community. The incumbent provides hands-on professional and technical expertise as well as organizing, planning, developing, and directing the ICT Infrastructure service areas. As part of the ICT management/technical team, the manager is expected to develop technical solutions that will allow ICT to meet its strategic objectives. The Manager is expected to work with technical support staff in other departments of the University to ensure that the services offered by ICT meet Laurier requirements.

The manager leads the ICT Infrastructure team that provides on-premises and cloud infrastructure support for servers, storage, messaging, networking, wireless, telephony and security to the Laurier community. The manager is an integral member of the ICT Infrastructure security team reviewing, implementing, and monitoring cybersecurity initiatives across the University campuses.

This role has a university-wide mandate and is based at the Waterloo Campus. The incumbent provides subject matter expertise to all campuses, requiring regular interpersonal interactions and collaborations with departments at the university and external partners. This position is based at the Waterloo Campus, however will be required to travel to all the other campuses as needed. The Manager, ICT Infrastructure will ensure policies, programs and services are applied and delivered equitably across all campuses and reflect the needs of local stakeholders.

Accountabilities : Leadership, Staff Management and Human Resources

  • Assists in the development of policies, standards, best practices and procedures related to client services under direction of the Director, ICT Infrastructure and Information Security;
  • As a member of the broader University wide ICT Leadership group, consults with and provides input to the Director, ICT Infrastructure and Information Security regarding University wide ICT strategic direction and policy;
  • Ensures all ICT infrastructure solutions align with the University business requirements and available budgets;
  • Interacts with university stakeholders to build partnerships and discuss opportunities to meet customers’ needs;
  • Promotes and supports a culture of high standards in service delivery and customer services;
  • Practices leadership and mentoring strategies to maintain a high level of motivation within the Infrastructure team;
  • Conducts the ICT Infrastructure staff review process, recruiting and hiring to ensure the ICT Infrastructure team is capable of meeting service operations and project requirements;
  • Manages and monitors team activities such as project and task assignments, staff workload, on-call schedule, staff absenteeism, holidays, performance evaluations and career development.
  • Works with the ICT, Director of Infrastructure and information Security to identify needs for staff training and other professional development opportunities;
  • Develops KPI reports, risk management analysis and business data analysis for Infrastructure capacity planning;
  • Ensures all ICT Infrastructure staff members receive appropriate health and safety training for their role;
  • Represents ICT in various University committees, project teams and working groups;
  • Communicates with stakeholders, faculty, staff and students as appropiate.

Infrastructure Operations and Planning

  • Responsible for the day-to-day operations of the ICT Infrastructure team;
  • Responsible for monitoring of ICT’s data centres and IT closets to ensure that they follow space and environmental standards required for optimal performance of the IT equipment;
  • Works directly with the ICT, Director of Infrastructure and Information Security, and the ICT Infrastructure team leaders to design processes, protocols, and to manage staff required to run the university infrastructure on a 7×24 basis;
  • Ensures servers, storage, messaging, networking, wireless, telephony and security services meet the requirements of the University’s administrative, research and academic activities;
  • Provides expertise, guidance and advice in all matters related to IT Infrastructure on-premises and in the cloud;
  • Responsible for the development, implementation and monitoring of operating systems upgrades and applications patch protocols supported by the ICT Infrastructure team;
  • Ensures ICT Infrastructure operations follow ITIL best practice framework;
  • Responsible for developing team cross-training strategies to ensure technical knowledge is disseminated across the Infrastructure team;
  • Works closely with the ICT, Director of Infrastructure and Information Security and the security team members to develop, implement and monitor cybersecurity initiatives;
  • Participates in the development of Security Incident Management protocols: develops processes, trains team members, maintains up-to-date records, performs simulations, etc;
  • Develops technical and procedural strategies for event, incident and problems management; Ensures that incidents and service requests are logged, assigned, and resolved in accordance with ICT service level agreements;
  • Reports on various metrics – Infrastructure service KPIs, downtimes, performance parameters, and use this information to develop a facility planning strategy;
  • Coordinates and manages the escalation of user issues to level three support and ensures resolution and documentation;
  • Develops, documents and implements technical support operating procedures; suggests system modifications to improve service delivery;
  • Initiates and reviews service level agreements with clients;
  • Manages technologies Proof of Concepts (POC);
  • Ensures operations are in compliance with the university policies, laws and regulations (e.g. PCI-DSS, PIPEDA, FIPPA, etc);
  • Coordinates the disaster recovery activities for the infrastructure team;
  • Works with other ICT managers and directors to ensure appropriate service training is disseminated to other ICT units.

Business/Project Management

  • Works closely with the ICT leadership team to implement and monitor ICT strategic initiatives;
  • Collaborates with other ICT technical teams, University functional partners and vendors to develop technical solutions and budgets for Infrastructure related projects;
  • Works with the Director, ICT Infrastructure and Information Security, to develop and manage capital and operational ICT Infrastructure budgets in excess of 2.5 million dollars combined;
  • Follows project management best practices in the development and implementation of Infrastructure projects across Laurier campuses; Ensure project documents are completed, current, and stored appropriately;
  • Maintains a technical level of understanding of the ICT Infrastructure systems and researches potential benefits of new Technologies;
  • Participates in the writing, review and award of technology RFIs, RFQs or RFPs;
  • Follows BPS procurements guidelines: manages the relationship with vendors’ sales teams and support engineers, requests quotes, purchase deliverables, places and tracks orders;
  • Maintains an up-to-date hardware and software inventory, a database of support contracts, and a list of regular and emergency support resources required to operate the ICT Infrastructure systems;

Qualifications :


  • This position requires a Bachelor’s degree in Computer Science, Computer engineering, Information Science or a related field.
  • This is a technical leadership position that requires a minimum of 10-15 years of a progressive IT career in network or systems management and a minimum of 5 years in a leadership position.
  • Demonstrated experience in IT service management best practices and standards. ITIL foundation certification is desired.
  • Demonstrated experience in developing, monitoring and managing capital and operational infrastructure budgets.
  • Strong understanding of IT Project Management methodologies and resource management.
  • Exceptional leadership and teamwork skills with the ability to hold employees accountable for their work and performance.
  • Demonstrated experience with IT infrastructure procurement processes: 1) RFI/RFQ/RFP processes; 2) vendor management, and; 3) contract negotiations.
  • Advanced knowledge and experience of Information technology security standards and procedures.
  • Strong understanding of data centre environmental standards.
  • Strong knowledge, experience and technical understanding of the following IT environments: o365 administration, servers’ hardware and software, virtual environments, storage management, messaging, networking hardware and protocols, wireless technologies, telephony and security.
  • Experience running IT workloads in hybrid and/or cloud environments is desired.
  • Understanding and working experience with PCI-DSS compliance.
  • Solid Experience in IT equipment life cycle and asset management.
  • Ability to work in, and adapt to, a rapidly changing and highly technical environment.
  • Sophisticated problem solving, negotiation and prioritizing abilities in a multi-tasking environment.
  • Strong interpersonal and communication skills and the ability to work with users of varying technical expertise (faculty, students, administrative and professional staff, management).
  • Ability to produce reports and deliver presentations to technical and non-technical audiences.
  • Strong organizational skills; accuracy and attention to details
  • Deals with difficult situations with tact and diplomacy seeking to resolve problems.

Grade : MG-2C
Salary : $83,793 – $104,741
Salary Notes : This is a full-time, continuing position with an expected start date of November 30, 2018.
Please Note : Please submit a cover letter and resume.

Wilfrid Laurier University endeavors to fill positions with qualified candidates who have a combination of education, experience, skills and abilities to successfully perform the duties of the position while demonstrating Laurier’s Employee Success Factors.

Diversity and creating a culture of inclusion is a key pillar of Wilfrid Laurier University’s Strategic Academic Plan and is one of Laurier’s core values. Laurier is committed to increasing the diversity of faculty and staff and welcomes applications from candidates who identify as Indigenous, racialized, having disabilities, and from persons of any sexual identities and gender identities. Indigenous candidates who would like to learn more about equity and inclusive programing at Laurier are welcomed to contact the Office of Indigenous Initiatives at Candidates from other equity seeking groups who would like to learn more about equity and inclusive programing at Laurier are welcomed to contact the Diversity and Equity Office at We have strived to make our application process accessible however if you require any assistance applying for a position or would like this job posting in an alternative format, please contact Human Resources at 519-884-1970 ext.2007 or





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