Manager-ft IT Support - Thunder Bay, Canada - Thunder Bay Regional Health Sciences Centre

Thunder Bay Regional Health Sciences Centre

Verified Company

Thunder Bay, Canada

3 weeks ago

Posted by:

Sophia Lee

beBee Recruiter

Description

Ref# 23NON002

1 ‐ Full Time ‐ Manager

Information Technology
The Manager IT Support is responsible for managing the activities and staff of the Information Technology (IT) Help

Desk (tier‐1) and tier‐2 Support Analysts.

The Manager provides leadership and supervision of automated call management, client call tracking and resolution,

customer interfaces, service level agreements, reporting, and ensuring work is performed consistent with budgetary

goals and objectives. The Manager is responsible for maintaining and following detailed User Support procedures

and developing strategies for improving customer services and quality of service delivery. In addition, the Manager is

responsible for providing tier‐1 and tier‐2 technical support to multiple discipline customers and oversees

maintenance and growth of the Help Desk knowledgebase.

Employment Requirements:

University degree in the field of computer science or equivalent combination of relevant experience and education
At least 2 years experience in a managing people in an Information Technology Help Desk environment
Experience working in a health care setting is desired
ITIL certification preferred
Intermediate experience with Windows, Microsoft Office products and desktop peripherals
Strong technical knowledge of network and PC operating systems
In‐depth knowledge of applicable data privacy practices and laws
Demonstrate strong customer service skills
Balance multiple tasks from multiple clients concurrently and deliver within schedule
Strong understanding of project management principles
Strong leadership skills
Excellent interpersonal, written and oral communication skills
Conduct and direct research into IT issues and products as required
Present ideas in business‐friendly and user‐friendly language
Perform general mathematical calculations for the purpose of creating business cases, budget preparation and

fiscal management

Keen attention to detail
Proven analytical, evaluative, and problem‐solving abilities
Extensive experience working in a team‐oriented, collaborative environment

Specific Accountabilities:

Must provide patient care or services in a manner that is consistent with TBRHSC mission and reflects the core

values of Patient & Family Centred Care

Must treat all information concerning patient affairs or illnesses and/or hospital business as confidential, privileged

information, which must never be discussed except in the course of duty

Must be accountable for ensuring the safest patient care and services and for recognizing and reporting safety

incidents or potentially unsafe conditions

Oversee timely delivery of quality technical support services for our end users
Effectively manage a Help Desk and motivate and direct a Help Desk Team
Oversight of day‐to‐day support activities including problem resolution, request fulfillment and software

maintenance

Provide direction and guidance to site leads
Manage employee schedules, task assignments and project deliverables
Participate in project planning
Responsible for implementing standards for Help Desk practices
Work collaboratively with the Director of Information Technology and the leads in the implementation of technology

projects, software upgrades, and new software installation

Develops appropriate policies and procedures in conjunction with, and with approval from, the Director of

Information Technology to ensure effectiveness, efficiency, and quality within the Support team

Monitor and measure user satisfaction for Information Technology service
Participate in strategic and tactical planning activities for the Informatics portfolio
Provide leadership, advice and consultation for desktop equipment standards
Respond to end‐user requests for software and hardware
Plan and evaluate performance of Help Desk and Analysts and regularly monitor performance and provide

coaching for performance improvement and development

Salary Range:
$46.637 to 54.867

The Health Sciences Centre strives to ensure the safety and security of the patients, visitors, employees and assets

Criminal Records Check (CRC) where indicated, to ensure the absence of relevant criminal convictions; and proof of

full vaccination of all required doses of a COVID‐19 vaccine approved by Health Canada to Occupational Health &

Safety.

The Health Sciences Centre (HSC) is committed to delivering healthcare in a manner that is consistent with Patient

and Family Centred Care. Applicants are required to have a demonstrated knowledge, understanding and

commitment to this care philosophy.

imperative, therefore, all applicants will have to demonstrate a good attendance record to be considered for this

position.

We are committed to fostering an inclusive, equitable, and accessible environment supporting diversity in our work

environment to provide quality care where all feel valued, respected, and support