Manager, Client Experience at Lakehead University

Technology Services Centre Thunder Bay Full-time Permanent

Overview

The Manager, Client Experience to provide visionary and inclusive leadership across our Technology Services Centre (TSC). Reporting to the Chief Information Officer, this role leads client support, printing, and mail services across both campuses. The Manager is accountable for delivering responsive, accessible, and high-quality services that align with the University’s strategic goals, academic mission, and change management efforts. This role is central to fostering a modern, client-centred service environment, empowering a multi-disciplinary team, and advancing academic and administrative success through innovative and sustainable technology solutions.

Responsibilities

Lead and Inspire Cross-Functional Teams

• Provide strategic leadership across client support, print, and mail services.
• Foster a collaborative, equitable, and innovative team culture.
• Set annual goals and operational plans aligned with institutional priorities.
• Support staff development, engagement, and succession planning.
• Contribute to strategic IT governance, committees, and institutional initiatives.

Drive Operational Excellence and System Sustainability

• Oversee the management of print/copier infrastructure, centralized mail systems, and IT support tools.
• Ensure systems are secure, scalable, and sustainable through effective lifecycle planning.
• Implement automation and digital workflows to enhance service efficiency.
• Collaborate with Facilities and Procurement to deliver cost-effective, environmentally responsible operations.

Champion Client-Centred IT Services

• Lead the IT Support Service Desk and frontline support teams.
• Cultivate a client-first service culture that prioritizes usability, accessibility, and fast issue resolution.
• Drive process improvements through proactive communication and self-service tools.
• Consult with departments to ensure secure, scalable, and effective IT solutions.

Oversee Secure and Sustainable Print and Mail Services

• Oversee digital and physical print production, graphic preparation, and mail/courier services.
• Ensure secure handling of confidential materials, including exams and official documents.
• Promote sustainable print practices and optimize print/copy usage across campus.
• Manage relationships with external print and courier vendors.

Optimize Budgets and Vendor Partnerships

• Develop and manage the annual operating budget.
• Lead procurement of hardware, software, consumables, and third-party services.

Prepare business cases, RFPs, and cost models to support evolving needs.

• Identify opportunities for cost savings and operational efficiencies.

Qualifications

• Post-secondary degree in Information Technology, Business Administration, Graphic Communications, or a related field.
• Progressive leadership experience in IT service management, client services, print/mail operations, or related technical environments.
• Demonstrated ability to lead diverse, cross-functional teams and deliver measurable service improvements.
• Proven ability in interpersonal, communication, and analytical skills, with a strong commitment to equity and continuous professional growth.

Knowledge of:

• IT support and service desk operations
• Print and mail production technologies
• Vendor management, budgeting, and procurement processes
• Copyright, accessibility, and experience with branding standards
• Professional certifications such as ITIL or PMP are considered assets.

Lakehead University is committed to creating a diverse and inclusive environment and welcomes applications from all qualified individuals including women, racialized persons, Indigenous people, persons with disabilities, and other equity-seeking groups. All qualified candidates are encouraged to apply; however, Canadian citizens and permanent residents will be given priority. This is in accordance with Canadian immigration requirements.

Lakehead University has a goal to recruit and retain a diverse workforce as measured by increasing representation of underrepresented groups among applicants, candidates, and hires. Experience working with Indigenous or racialized communities, and/or members of other equity-deserving groups, is a strong asset. A lived experience or worked experience of any of these issues is preferred.

We appreciate your interest; Lakehead University is committed to supporting an accessible environment. Applicants requiring accommodation during the interview process should contact the Office of Human Resources at (807) 343-8010 ext. 8334 or [email protected] to make appropriate arrangements.

Benefits Information Why Lakehead University? Application Deadline: Tuesday, December 23, 2025 - 11:59pm Salary: Band 9 ($87,128.13 - $108,909.56) Contact Information: [email protected] Reference Number: SCHII-25-58
Application Deadline: Tuesday, December 23, 2025 - 11:59pm Salary: Band 9 ($87,128.13 - $108,909.56) Yes, eligible for benefits Contact Information: [email protected] Reference Number: SCHII-25-58