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    Service Desk Team Lead - Toronto, Canada - University Health Network

    University Health Network
    University Health Network Toronto, Canada

    1 week ago

    Default job background
    Full time
    Description

    Company Description

    The University Health Network, where "above all else the needs of patients come first", encompasses Toronto General Hospital, Toronto Western Hospital, Princess Margaret Cancer Centre, Toronto Rehabilitation Institute and the Michener Institute of Education. The breadth of research, the complexity of the cases treated, and the magnitude of its educational enterprise has made UHN a national and international resource for patient care, research and education. With a long tradition of ground breaking firsts and a purpose of "Transforming lives and communities through excellence in care, discovery and learning", the University Health Network (UHN), Canada's largest research teaching hospital, brings together over 16,000 employees, more than 1,200 physicians, 8,000+ students, and many volunteers. UHN is a caring, creative place where amazing people are amazing the world.

    Job Description

    Union: Non-Union
    Site: Princess Margaret Cancer Centre
    Department: UHN Digital
    Reports to: Service Desk Manager
    Work Model: Hybrid
    Grade: H0:07
    Hours: per week
    Salary: $76,877 to $96,096 annually (To commensurate with experience and consistent with UHN compensation policy)
    Shifts: Monday to Friday; Weekends (Rotating On-Call)
    Status: Permanent Full-Time
    Closing Date: June 26, 2024

    Position Summary

    UHN Digital delivers information management and technology services for the entire organization and is responsible for assisting UHN staff and students in transforming lives and communities.

  • Assist Service Desk Agents with escalations, troubleshooting and technical questions
  • Train, coach and mentor Service Desk agents on standard operating procedures and provide effective feedback to promote growth of the team
  • Manage agents work schedule and provide backup support as and when required
  • Review and approve incident escalations and assignments outside of Service Desk and ensure appropriate documentation has been included
  • Oversee KB usage, ensure agents link Knowledge articles to tickets, flag KBs for any changes / updates and request new KBs when necessary
  • Monitor trends and propose Major Incidents to Service Management Team when criteria for an MI are met
  • Participate in MI bridge calls
  • Schedule and coordinate regular Team meetings
  • Handle escalated calls with a focus on improving customer satisfaction
  • Participate in the IT Support 24/7/365 rotation
  • Assist the Service Desk Supervisor and Manager with the oversight of the Service Desk including managing staff, scheduling, development of procedures, processes, and other essential functions
  • Create reports as requested by Service Desk Supervisor and Manager
  • Analyze data to ensure operating procedures are being followed/SLAs are being met and provide suggestions for service improvement
  • Provide timely updates, update knowledge articles, where appropriate
  • Ensures that assigned staff are trained in the structure, purpose and dynamics of team effectiveness
  • Identifies ways staff can be appropriately trained and attain the knowledge required for the responsibilities of their respective positions
  • Interpersonal dispute management by resolving disputes, concerns and/or problems within the department in a manner that is fair and consistent with organizational/corporate and departmental policies
  • Performs staff scheduling for on call, over-time, projects and tasks; prioritizes and assigns work to analysts as required, with respect to both operational and/or projects; ensures work-life balance is maintained for each staff member on their team
  • Approves vacation, telecommuting, flex day, sick day, float day, anniversary day requests.
  • Interviews potential candidates for posted positions
  • Reviews policies and procedures with staff to ensure they have an in-depth understanding of the UHN, and departmental policies and procedures
  • Maintains responsibility for the management, operation and organizational effectiveness of the team, including managing aspects of human and financial resources
  • Performs performance reviews on a regular basis with assigned staff; develops staff potential through tasks/assignments and creates career paths, as applicable

    • Qualifications

  • At minimum, completion of a 3 year community college program in computer Science/Information Technology or recognized equivalent
  • At a minimum 3 years of practical and related experience and 2 years of on-the-job training
  • ITIL v3 or v4 foundation Certification (PPO/RCV or ST/SO) preferred
  • Excellent interpersonal and written communication skills
  • Proven leadership, project and organizational skills to work with all levels of management and execute work activities to meet IT and customer expectations
  • Ability to manage time and meet multiple deadlines in a hectic work environment
  • Detailed orientated, process focused, self-motivated and the ability to multi task
  • Communicates in a clear, concise manner both written and verbal
  • Must have strong leadership skills
  • Able to work with minimal supervision on simple to moderately complex tasks
  • Able to work with multidisciplinary teams in a positive and productive manner
  • Self-motivated team player with the ability to effectively deal with high priority unscheduled tasks and problems
  • Ability to operate a personal computer and working knowledge of Windows 10/11, Microsoft Office and Outlook
  • Customer service excellence
  • Experience working in healthcare or regulated environment of similar complexity preferred
  • Experience with ITIL processes
  • Working experience with ServiceNow
  • Experience and knowledge of Incident, Problem and Change Management principles, methodologies and tools
  • Experience with process development

    • Additional Information

    Why join UHN?

    In addition to working alongside some of the most talented and inspiring healthcare professionals in the world, UHN offers a wide range of benefits, programs and perks. It is the comprehensiveness of these offerings that makes it a differentiating factor, allowing you to find value where it matters most to you, now and throughout your career at UHN.

  • Competitive offer packages
  • Government organization and a member of the Healthcare of Ontario Pension Plan (HOOPP )
  • Close access to Transit and UHN shuttle service
  • A flexible work environment
  • Opportunities for development and promotions within a large organization
  • Additional perks (multiple corporate discounts including: travel, restaurants, parking, phone plans, auto insurance discounts, on-site gyms, etc.)

    • Current UHN employees must have successfully completed their probationary period, have a good employee record along with satisfactory attendance in accordance with UHN's attendance management program, to be eligible for consideration.

    All applications must be submitted before the posting close date.

    UHN uses email to communicate with selected candidates. Please ensure you check your email regularly.

    Please be advised that a Criminal Record Check may be required of the successful candidate. Should it be determined that any information provided by a candidate be misleading, inaccurate or incorrect, UHN reserves the right to discontinue with the consideration of their application.

    All UHN Employees are required to be fully vaccinated with a COVID-19 vaccine series, approved by Health Canada or the World Health Organization, as a condition of hire. Proof of COVID-19 vaccination will be required. Should you be the successful candidate, you will be required to comply with UHN's mandatory Vaccination Policy that is in effect.

    UHN is an equal opportunity employer committed to an inclusive recruitment process and workplace. Requests for accommodation can be made at any stage of the recruitment process. Applicants need to make their requirements known.

    We thank all applicants for their interest, however, only those selected for further consideration will be contacted.

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