Ryan Ortiz
Director: IT Customer Services
Account Manager: IT Support Services for Faculties
Looking for IT support? Visit our IT Support site.
ICS is the McGill community’s primary point of contact for IT-related support. Key services include the following:
- Audiovisual Services (AVS) (managed by Devyn Nicholson): plans, installs, and supports audiovisual equipment and automation solutions in classrooms, meeting rooms and other areas on campus.
- Desktop Support Services (managed by Jean-François Lachance): provides onsite computer support and equipment lifecycle management for customers in faculties and administrative units.
- Enterprise Desktop Services (managed by Brian Arsenault): manages back-end systems administration for IT Services’ managed end-user computers by evaluating new technologies and providing guidance, support, and best practices for users computing software, hardware, and systems administration.
- Service Desk and Collaboration Solutions (managed by Alex Bechalani): provides multi-channel front-line technical support and request fulfillment for the McGill community on all centrally provided IT services. This includes walk-in support at the downtown and Macdonald campuses. Please refer to the IT Service Desk service description for information on the types of support available.
- Service Management Platforms and Practices (SMPP) (Vacant position): defines and governs IT service management best practices based on ITIL. This team also manages the platforms and technologies that support these practices, namely ServiceNow™ and Jira™ Service Management.
- UPrint (managed by Daniel Faucher): manages the uPrint service, which provides centralized printing, copying, and scanning capabilities throughout the university.
Account Manager, IT Support Services for Faculties
The account managers are the primary contact for their respective stakeholders. They provide regular updates on the progress of IT initiatives, engage in proactive discussions concerning stakeholders’ business vision, requirements, and priorities, and inform stakeholders about upcoming IT trends. Account managers also help streamline the fulfillment of clients’ IT needs by engaging the right IT team at the right time.
