Manager, Branch IT Support - Mississauga, Canada - Bayshore HealthCare

Bayshore HealthCare

Verified Company

Mississauga, Canada

1 week ago

Posted by:

Sophia Lee

beBee Recruiter

Description

Bayshore HealthCare is one of the country's leading providers of home and community health care services and is a Canadian owned company.

Bayshore HealthCare is proud to showcase its achievement as a Platinum member of Canada's Best Managed Companies Program every year since 2006.

The Manager, Branch IT Support & Experience reporting to the Director of IT Operations will be responsible for managing the performance of the Technology support team at our government and private branches by driving productivity, process standardization and improve the experience branch staff have when interacting with IT systems.

The role will also act as the National Lead for all ISSU (Information Systems Super Users) and TSA (Technical Support Analysts) and enhance our Branch experience through alignment of ISSUs and TSAs within IT Operations.

The role will bring a demonstrated passion for excellent learner experience, both virtually and in person for our end users.

The role will also focus on onboarding and offboarding experience for our staff across our branches.

Key Duties and Responsibilities

Act as the primary liaison between IT and Branch Technology Support staff to define needed technology solutions to drive efficiencies and enhance user experience.
Champion constant improvement opportunities and challenge existing support processes, seeking to streamline and standardize while maximizing effectiveness.
Responsible for standardizing training for all support staff nationally to maintain a high standard of service levels and end user experience satisfaction across all Branches.
Be the change agent to drive customeroriented culture across IT organization.
Conduct service performance review with all ISSUs and TSAs to maintain service excellence culture.
Collaborate with ISSU's and TSAs at branch locations across the Bayshore network to understand gaps and determine solutions which are aligned to IT policies, procedures, and standards.
Responsible for management of SLAs and other Service Delivery metrics across Bayshore branches.
Build close relationships with ISSUs/TSAs and their respective Area Directors to ensure positive user experience in the consumption of all IT Services across branches.
Liaise with internal & external IT partners along with ISSUs/TSAs to ensure that gaps in customer experience irrespective of where they occur in the journey are plugged.
Enhance ISSU training from a technical and process perspective following ITIL best practices.
Ensure the Branch user experience strategies are aligned to the larger global IT visions/objectives.
Assist in the development of trouble shooting programs that will enable the success of our ISSUs/TSAs
Source opportunities for standardization and optimization
Implement Best Practices for end user technology adoption and create SOPs/Knowledge base articles.
Identify and analyze technical problems, plan, task, and solution. Ensure patching of End User Systems remains current by partnering with Cyber Security team.
Develops and administers technical training programs.
Monitor, assess and escalate tickets to appropriate team/SME/resources to effectively manage ticket volume and drive activities to quick and timely resolution of issues.
Support development of new and/or improved business solutions by sharing recurring client concerns, performing indepth analysis/research of technical issues, and proactively identifying potential issues.
Partner with Senior Management team to analyze and understand business and client requirements and to determine technology service and support requirements.
Participate in root cause analysis, debugging, support, and postmortem analysis incidents and service interruptions.
Ensures IT Asset Management and inventory is accurate and kept up to date as per IT policies across all branches.

Other

Participate in ongoing internal and/or external continuing education activities
Adhere to Bayshore Policies and Procedures.
Participate in quality activities and continuous improvement initiatives in keeping with the company's Quality Management System
Participates in proactive Health & Safety activities while performing all duties. Is responsible to notify immediate Supervisor of any Health & Safety risks or concerns. Responsible for completing Accident Reports for all direct reports who injure themselves on the job, within 24 hours of the incident.
Maintains confidentiality of client and corporate information and discusses same only with appropriate Bayshore personnel
Complete other tasks as requested

Reporting Relationships :
Technical Support Analysts will be reporting directly to the Manager, Branch IT Support & Experience.

Work Location :
Mississauga National Office ( Hybrid ) This role is hybrid, with occasional travel to the branches.

Job Qualification

Education
Completion of a Bachelor's degree in Management Information Systems, Computer Information Systems,