Hybrid Director, IT Support Services

at Government of New Brunswick / Gouvernement du Nouveau-Brunswick

• Job title: Director, IT Support Services
• Job type: Full Time
• Experience level: Lead
• Salary: CA$112,398 - CA$126,594 per year
• Degree requirement: Bachelor's Degree
• Location requirements: Hybrid, Canada

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.

Requirements

• 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.

Benefits

• paid vacation
• health
• dental
• life
• long-term disability
• pension