Manager - IT Client Services
City of Thunder Bay
City Manager's OfficeThunder Bay, OntarioP7E6H8
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.
• 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
Full Time
Manager in Customer and Personal Service
1
$98,941.44 - $116,401.69 yr
0
n/a
5/5/2026
n/a
• 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.
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
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.
To Apply: www.thunderbay.ca/jobs
