Manager – IT Client Services (Full-Time)

The City of Thunder Bay provides exceptional quality of life to those who live, work,
and play in Thunder Bay – a culturally vibrant, economically diverse community with a
metro population of over 120,000. Located on the north shore of Lake Superior, under
the protective watch of the Sleeping Giant, Thunder Bay is rich in people and resources,
and connects Northwestern Ontario to the world. We value our high quality of life and
promote a clean, green, beautiful, and healthy community that provides economic
opportunity, respects diversity, and provides affordable and safe neighbourhoods that
are accessible to all.

The City of Thunder Bay is a place where art, culture and nature come together!
Lead with purpose. Empower your team. Continue our innovation.
At the City of Thunder Bay, Our City Runs on People Like You. Together, we’re
building a workplace where everyone belongs – where your leadership enhances lives,
strengthens community, and supports the people delivering IT services every day.
In the IT Client Services team, your leadership will champion innovation and will bridge
the gap between technology and users, ensuring services are intuitive, effective, and
designed with users in mind.

You will be part of a work environment that supports respectful interactions, meaningful
opportunities to grow, and a culture that promotes well-being and collaboration.

Thunder Bay offers more than a fulfilling career. With its natural beauty, affordability,
and strong sense of community, it’s a city where you can grow personally and
professionally.

Where You’ll Make a Difference Every Day
You’ll provide leadership to your project team while fostering a culture of innovation,
collaboration, and continuous learning. You’ll champion the overall management and
direction of the IT Client Services section. Your guidance will directly shape the future of
IT at our Corporation – and help create a workplace where people want to stay and
grow.
Whether you live in Thunder Bay, are looking to return, or are excited to make the City
your new home, join a team where your skills, expertise, and presence make a real
impact on the community.
Click the link to learn more about our Digital Strategy
How You’ll Support the Team
In this leadership role, you will take ownership of the IT Client Services management
portfolio and key responsibilities will include:
• Developing, managing and operating the City’s IT Service Management portfolio,
comprised of IT Help Desk Services.
• Developing and continually evolving the IT Service Management Strategy;
establishing and promoting a corporate single point of contact for IT service
requests and helpdesk services.
• Owning the client service portfolio for the Corporate Information Technology
Division, building expertise, and understanding of the client’s business to provide
direction on how best to manage IT service delivery and facilitate the adoption of
new solutions and technology.
• Being responsible for the implementation and ongoing management of the
incident management process.
• Managing and auditing the Corporate IT asset database and working
collaboratively with the Manager – Networks, Technology & Cloud Services to
develop cyclical replacement strategies based on client requirements.
• Managing the IT training program for the Corporation, identifying corporate needs
and determining appropriate training sessions.
• Gathering and analyzing metrics to benchmark Corporate Information
Technology service delivery; analyzing trends and making IT Client Services
adjustments as needed; managing and maintaining the CIT Intranet and Metrics
Dashboard; reporting on various metrics related to corporate IT and digital
initiatives.

• Assuring compliance with Corporate programs and objectives; take corrective
actions where required.
What You Can Count On With Us
We’re proud to offer a workplace where your well-being, growth, and sense of purpose
come first. As a Manager – IT Client Services, you’ll enjoy:
• A competitive salary that reflects your expertise
• A matching pension plan to help you build long-term financial security
• Comprehensive health, vision, and dental coverage, plus life insurance for peace
of mind
• Generous paid vacation and holidays, with the option to purchase additional
leave days when you need more time off
• Access to a confidential Employee and Family Assistance Program (EFAP) and
wellness initiatives to support your overall health
• Leadership development and tuition reimbursement programs, so you can
continue to grow your skills and career
• A culture of recognition and appreciation, with staff events and programs that
celebrate your contributions
• The opportunity to lead a dedicated and talented team, who are highly respected
within the Corporation
What You’ll Bring to the Team
Here’s what will help you succeed as a Manager, IT Client Services:
• Degree in computer science or a degree in business administration majoring in
information systems, together with three to five years’ experience in providing,
managing, and building IT service functions including helpdesk services and
tracking, IT software installations, IT training, and end-user device provisioning;
or
• Diploma relating to computer systems/network technology, together with four to
six years’ experience in providing, managing, and building IT service functions
including helpdesk services and tracking, IT software installations, IT training,
and end-user device provisioning;
• Three to five years’ supervisory experience, preferably in a unionized
environment
For a detailed Job Description, Click here

Lead With Us - Apply Today
Ready to take the next step in your career journey? Join us at the City of Thunder Bay,
where you’ll support a dedicated team, and make a lasting difference every day.

Belonging, Inclusion, and Your Privacy
The City of Thunder Bay is proud to be an equal opportunity employer. We encourage
applications from Indigenous peoples, persons with disabilities, members of visible
minority groups, women, and members of the 2SLGBTQ+ community. We are

committed to a recruitment process and work environment that is inclusive and barrier-
free.

If you need an accommodation during any part of the recruitment process, let us know
— we will work with you to meet your needs.
For privacy and fairness, please do not include photos, ID cards, driver’s licences, or
police record checks with your application. These documents will only be requested if
you’re successful.
General Information:
As an equal opportunity employer, the City of Thunder Bay encourages applications
from Indigenous peoples, persons with disabilities, members of visible minority groups,
women and members of the 2SLGBTQ+ community.
ONTARIO HUMAN RIGHTS CODE: It is a contravention of the Human Rights Code of
Ontario to discriminate on the basis of: race, ancestry, place of origin, colour, ethnic
origin, citizenship, creed, sex, sexual orientation, marital status, family status, disability,
age, record of offences, gender identity or gender expression. Therefore, a resume
submitted to the City must not include references to any of the above
characteristics. Do not include:
• Photos
• Any certificates that have photo identification
• Driver’s licences
• Police records checks
Note: The above documentation will be requested by the Human Resources Division
should you be the successful applicant. If a Criminal Record Check is required, it will be
requested by Human Resources should you be the successful applicant. Please do not
submit your Criminal Record Check with your application.
ACCOMMODATION: Reasonable accommodations are available upon request for all
parts of the recruitment process.

PRIVACY: Personal information on this form is collected under the authority of the
Municipal Act, c. 302, as amended, and will be used to determine eligibility for
employment. Questions about this collection of personal information should be directed
to the Human Resources Division, 125 Syndicate Ave Suite 42, Thunder Bay, Ontario,
P7E 6H8, Telephone: 625-3866