Team Lead - Toronto, Canada - PointClickCare

Description

For more than 20 years, PointClickCare has been the backbone of senior care. We've amassed the richest senior care dataset making our market density untouchable and our connections to the healthcare ecosystem exponentially more powerful than those of any other platform. With Collective Medical & Audacious Inquiry, we've become the most expansive, full-continuum care collaboration network, offering care teams immediate, point-of-care access to deep, real-time insights at every stage of a patient's journey.Reporting to the Sr. Manager, Employee Digital Experience, as a member of the Technology & Support Services Department, a successful candidate will be responsible for supervising, guiding, and instructing staff on the day-to-day operations of the Employee Technology Services team. Ensures stated services and efficiency goals are met. Serves as a high-level subject matter expert, providing authoritative guidance for professional staff and supporting PointClickCare's user base, emphasizing activities and task prioritization. Close team and external departmental interaction and communications delivered with a high degree of customer service in a fast-paced workplace will be daily requirements.

Key Responsibilities

Play a proactive role in creating and managing service levels to ensure that they meet the needs of the business and creating reports/dashboards to present to leadership and team members.

Assist with Asset Management and regular inventory checks of items to ensure stock levels are appropriate.

Monitor, moderate and create technical/process documents and regularly audit for adherence to these items including the maintenance of a knowledge database.

Manage the queue and technically assist analysts and end-users when ticket volumes peak or additional expertise is required.

Provide operational and technical leadership and mentoring members of the ETS Team.

Qualifications and Skills

Minimum of 5yrs experience in a technical service desk role.

1-3 Years experience in developing and managing a team.

Ability to effectively present information and respond to questions from management and business leaders.

Experience in working within a helpdesk ticket management system.

Experience in using and reporting in ServiceNOW.

Experience developing self-serve and automated services utilizing Powershell, ServiceNOW or other tools.

Multi-task and manage a variety of diverse (and sometimes conflicting) requests, priorities and activities.

Professional certification in IT ( ITIL, CompTIA A+, Microsoft) highly valued.

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