Learning Spaces & Operations Support Lead - UGH - FT Admin

Achieve Better Together at Guelph-Humber

At the University of Guelph-Humber, we offer career paths that open a world of infinite possibilities for you to explore. People are at the heart of the Guelph-Humber experience. Every day we work together to deliver excellence, and in doing so, we redefine what it means to be a leader in providing an education that offers a unique blend of academic and immersive, real work experiences combining theory and practice to solve practical problems. Join us!

If you are interested in working in higher education and are looking to contribute to Guelph-Humber’s unique academic offering, here is your opportunity to join our team.

Job Details:

Position Title: Learning Spaces & Operations Support Lead

Status: Full Time 

Hours: 37.5 hours per week

Program/Department: UofGH – Academic & Campus Technology Services 

Campus/Location: The University of Guelph-Humber (207 Humber College Blvd, Toronto) is located within the traditional and treaty lands of the Mississaugas of the Credit. 

Minimum Starting Salary: $84, 958; starting salaries are determined based on qualifications and years of related experience.

About the “Learning Spaces & Operations Support Lead” Role:

Operating under the guidance of the ACTS Manager, the Learning Spaces & Operations Support Lead supports the operational readiness of the department’s technology-rich learning spaces where IT, AV, and digital production technologies converge. The role works with internal teams and partners to support coordinated operational workflows and provides functional supervision of student technology support teams to reinforce shared standards, training consistency and workflow discipline, enhancing the reliability of front-line support operations.

Learning space readiness and operational coordination

Working under the guidance of the ACTS Manager, the Lead is responsible for supporting the consistent operational readiness of technology-rich learning spaces throughout the academic year. The role works closely with ACTS technical teams and institutional partners to help ensure clear standards, coordination, and predictable support outcomes across supported spaces. In collaboration with all UofGH areas, the Lead maintains accurate technology asset and inventory records for learning and business spaces and supports simple budget and lifecycle tracking for these assets in coordination with the ACTS Manager, enabling improved planning and reporting.

The role also contributes to the development, maintenance, and alignment of core operational documentation, including SOPs, SLA elements, and knowledge base content, to support consistent readiness and service delivery expectations.

Functional supervision of student support teams

In collaboration with the ACTS technical teams, the Lead provides functional supervision of student support teams in the Service Desk, Learning Commons, and Technology Resource Centre. The role ensures these student teams operate under shared standards and documentation practices, establishes a single, consistent framework for student support across all three areas, owns the consistency of training materials and delivery across all groups, and reinforces workflow consistency and ticket quality.

The Lead works collaboratively with the ACTS technical teams to identify student staff coverage gaps, plan around peak periods, and support consistent service delivery across locations, while providing coaching and guidance to student staff aligned with established expectations.

Service Desk coordination and escalation management

This role ensures that tickets are triaged and documented, enabling clean hand-offs and consistent resolution, with particular focus on course-delivery-related issues and other high-impact incidents. The Lead provides operational ownership of service desk practices, supports consistent escalation pathways, and works with the ACTS Manager to monitor key service metrics and refine workflows, documentation, and standards as part of ongoing service maturity.

The role contributes to continuous improvement by gathering feedback from student teams, monitoring key service metrics, and recommending adjustments to improve standards, user experience, and asset lifecycle practices.

Technical expertise to coordinate support of complex IT, AV and Digital Production technologies

This position supports the coordination of support activities for technology-rich learning spaces built on IT, audio-visual, and digital media production software and hardware by applying Tier 2+ level technical knowledge to assess issues, understand dependencies, and support the ACTS Manager in coordinating resolution with the appropriate ACTS and partner support teams.

This role requires sufficient cross-domain expertise to effectively triage issues, validate information, and ensure the right teams are engaged. This coordination role reflects the breadth and complexity of the environment and supports readiness across IT, audio-visual, digital media production, and other course delivery platforms and workflows.

What you bring to the role: 

Education 

• Minimum of a four-year university degree in a technology-related field. Formal training or certification in IT Service Management (for example, ITIL) and learning space or AV technologies (for example, CTS) is highly preferred.

Experience and Skills

A minimum of three (3) years of progressively responsible experience in the following areas: 

• Strong understanding of technologies used to deliver in-person, hybrid, and remote teaching, including IT, AV, and specialized technologies that support course delivery.

• Demonstrated Tier 2+ technical knowledge across multiple technology domains (IT, Audio Visual, and related technologies), with the ability to assess issues and coordinate resolution

• Proven ability to coordinate, train, and support student workers or front-line support teams, including reinforcing standards, workflows, and service expectations.

• Strong knowledge of IT Service Management practices and experience working with ticketing and service platforms such as Jira, FreshDesk, Zendesk, WebCheckout, FootPrints, or similar systems.

• Experience overseeing service intake, triage, escalation, and cross-team coordination within a helpdesk or service environment.

• Proven experience with technology asset tracking, inventory control, lifecycle management, and basic budget tracking related to technology assets.

• Strong analytical skills with high attention to detail, including the ability to work with service delivery metrics, trends, and operational data.

• Demonstrated ability to collaborate effectively across IT, AV, Specialized Media Production, and academic support teams, including working with external partners and shared-service organizations.

• Excellent written and verbal communication skills, with strong interpersonal, consultative, and relationship management abilities. Demonstrated ability to read, write, comprehend, and communicate clearly in English.

• Commitment to excellent customer service and maintaining a professional, inclusive work environment.

• Ability to interact professionally with staff, faculty, students, and leadership at all organizational levels.

• Ability to manage competing priorities in a fast-paced support environment, balancing operational needs with longer-term improvement work.

• Must be able to work in a team environment, including immediate supervisor, other team members or group, and take direction from other team members and departments, with no direct supervisory line

• Proven experience using the Microsoft Office suite, particularly Excel and Outlook; experience with HRMS or related administrative systems is considered an asset.

• Adherence to all Collective Agreements, Terms and Conditions of Employment for Administrative Staff, internal policies/practices, and government regulations college wide requirements

At the University of Guelph-Humber, we don’t just accept difference — we celebrate it! Experience comes in many forms, skills are transferable, and a progressive mindset goes a long way at Guelph-Humber. If your experience is close to what we’re looking for, consider applying and tell us why you are a great candidate for this job. Find your Spot at Guelph-Humber! We thank you for your interest in working with the University of Guelph-Humber. Only applicants selected for an interview will be contacted. Consideration for Support Staff and Academic positions will be given to internal employees in accordance with the respective Collective Agreements.

Application Process

Applications should be submitted electronically through the Humber Polytechnic's careers portal. Applications should include: a detailed resume and a cover letter indicating how you meet some or all of the criteria.

What’s In it for you?

• An opportunity to be a part of building the University of Guelph-Humber's future.

• Be part of a diverse, hard-working, and supportive team.

• Tools and technology that will allow you to succeed at your job.

• Work/Life balance with above-average days off due to university closure schedules.

• Amazing perks!

Equity, Diversity, and Inclusion 

The University of Guelph-Humber is committed to a workforce that reflects the diversity of our students and our city. We actively seek Indigenous Peoples and individuals from equity-deserving groups with demonstrated skills and knowledge to deal with all aspects of equity, diversity, and inclusion in a post-secondary environment. The University of Guelph-Humber supports employment equity. Racialized workers, women, Indigenous workers, LGBTQ2S+ workers and workers with disabilities are encouraged to apply. For the purpose of statistical data collection, applicants are strongly encouraged to voluntarily self-identify. The University of Guelph-Humber’s diverse workplace also supports Francophone workers and young workers.

Accommodation

The University of Guelph-Humber is committed to accommodating applicants with disabilities throughout the hiring process, in accordance with the Accessibility for Ontarians with Disabilities Act (AODA). Our Talent Acquisition team will work with applicants requesting accommodations at any stage of the hiring process. This document is available in alternate formats upon request.

Anti-Discrimination Statement

At the University of Guelph-Humber, all forms of discrimination and harassment are prohibited. All employees and applicants have the right to work in an environment that is free from discrimination and harassment. If you need assistance with concerns related to discrimination and harassment, please contact the Office of Human Rights and Harassment ([email protected]).