About the role

Director of IT Support Services leading a high-performing team delivering IT support for New Brunswick's government and healthcare professionals. Championing service excellence and modernization in technology delivery.

Responsibilities

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.

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.