Spring 2010 Management Symposium

• HOME
• OVERVIEW
• DATES
• SCHEDULE
• CONTRIBUTORS
• COMMITTEE
• HOTEL
• VICTORIA
• TRAVEL

Session: Leadership, Management, and Professional Development Strategies

Speakers:
Alex Nagorski, University of Alberta
Gordana Brouilette, University of Alberta
Cindy Stewart, University of Alberta

Title: The role of institutional culture and Its effect on the role of the CIO and IT staff

The Client Services area has many challenges in providing a core IT service but it can also be a fertile ground for innovation. Often staffed with highly skilled, energetic and creative individuals who like challenges, it can be a very productive area given the right guidance, some latitude and the appropriate tools. At the University of Alberta the central IT Helpdesk has evolved to include software site licensing, large format printing, multimedia production and a sales desk. Through selective recruiting and staff incentives the area is able to take on additional responsibilities such as maintaining their own servers and producing multimedia projects for the department. The keys to a successful team are finding and recruiting the right staff who are willing to take on new challenges and responsibilities, providing effective training opportunities and empowering them to take on the full scope of their work. Mix in a client services environment, which is fun and good things happen. Other than the core helpdesk function the rest of the team is run as business. Opportunities are measured in terms of revenue vs. expenses, services needed on campus and the teams ability to deliver. The result is that virtually all the time, great products and services can be provided to the campus at much lower costs and convenience than are commercially available. The internal effect is that the team has a high level of satisfaction in addition to contributing to the overall success of the department and University.