Description:
The Support Manager will initially be providing direct technical end user L1 support services, in supporting the multi-year Connected Health System (“CHS”) portfolio roll outs. This role will change over time from hands on direct end user support services role to a managerial role with a dedicated L1 team reporting directly to the Support Manager.
The initial technical support duties focus on the triaging, root cause analysis and escalation of ITIL Incidents from end users who are using a variety of CHS applications embedded within their Electronic Medical Records (“EMR”) and Clinical Information Systems (“CIS”). These triage centric workflows focus on resolutions provided by a variety of Level 2 Application Support teams within the wider ecosystem. This will grow into a managerial role over time as direct report L1 analysts will be added to the CHS support desk over time.
The intention is for this L1 Support Manager to on an interim basis to support the L1 service desk with the opportunity to build, organize and manage all aspects of an ITIL centric L1 support desk.
What you’ll do
- Provides incident support with troubleshooting client technical issues including break/fix requests from Service Desk tickets by methods such as responding to the client, investigating the issue and taking corrective action in accordance with established guidelines and problem and change management processes to resolve client problems. Identifies unresolved issues and escalates to second level technical support as required.
- Performs an intake function and assigns work tasks to designated roles/staff by methods such as monitoring team email, reviewing customer requests and requesting additional information; investigating the problem and taking corrective action when needed according to established procedures; categorizing requests according to customer type including routine, batch, and escalated requests; determining priority for escalation requests according to departmental guidelines. Processes express ticket traffic (high clinical risk) as per established procedures.
- Provides leadership and manages the development, implementation, and evaluation of the cross-Portfolio CHS Support helpdesk. Manages a diversity of support related programs/related projects of varying scope in a complex and changing multidisciplinary environment and with a diversity of partners/stakeholders.
- Maintains responsibility for ensuring that their program area’s projects are completed in adherence to project protocols, charters, timelines, applicable institutional and ethical policies and procedures, and pertinent legislation.
- Manages all direct reports performance, delivery of services, and career development, including disciplinary action and dismissals. Additionally, in consultation with the Director, Labour Relations and Human Resources staff, manages employee performance, investigates employee misconduct, and conducts performance evaluations
- Responsible for developing and forecasting budget, monitoring, analyzing and reporting on variances to meet annual budget and program targets.
- Responsible for negotiating and facilitating agreements of resources with multiple stakeholders, as well as establishing consensus around standardization of policy and practice standards for the designated program area and health care teams.
- Develops, coordinates and oversees proposals and work plans for programs, ensuring that resources will meet program/project objectives and high-quality deliverables; prepares mid-term and final reports.
What you bring
Qualifications
- A minimum of two (2) years managing an ITSM centric software support desk
- Grade 12, graduation from a recognized two (2) year computer systems technology diploma program plus two (2) years’ of recent related experience, or an equivalent combination of education, training and experience.
- A strong technical background in providing L1 helpdesk services, with preference for candidates having experience in the Canadian healthcare Information Technology space.
- Two (2) years' experience in team lead and/or related managerial technical desk side support environments.
Skills & Knowledge
- Commitment to upholding the shared responsibility of creating lasting and meaningful reconciliation in Canada as per TRC (2015) and BC's Declaration on the Rights of Indigenous Peoples Act (2019).
- As a strong asset for consideration, we are looking for our successful candidate to have: Knowledge of social, economic, political and historical realities impacting indigenous communities and familiarity with Indigenous Cultural Safety and anti-racism and accompanying reports (BC DRIPA, TRC, etc.).