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Manager, End User Services

3 months ago

Halifax, Nova Scotia, Canada Province of Nova Scotia Full time

Department:
Service Nova Scotia and Internal Services

Location:

HALIFAX

Type of Employment:
Permanent

Union Status:
Exclusion - Non Union - NSPG

Closing Date:1/9/2023 (Applications are accepted until 11:59 PM Atlantic Time)

Who We Are:


The Nova Scotia Digital Service (NSDS), a division of Service Nova Scotia and Internal Services (SNS-IS) is a team within government, and we are putting people first.

We are called a "digital" service for a reason - because we are helping government work the way that people expect things to work these days.

Our team is large, diverse, and passionate about making a difference in peoples' lives. We believe in user-centered iterative digital service design, and practice internet-era ways of working.

Working at the NSDS means you will be a part of a team whose work makes a difference through designing, continuously improving and delivering the programs and services people need, alongside caring, compassionate, highly-skilled people.


_At the NSDS, we don't just accept difference - we celebrate a supportive culture of diversity, inclusion and belonging_
The people who use government programs and services come from all walks of life.

It is important that the NSDS reflects the people that we serve - so we can deliver better, and more accessible, and inclusive public services.

We work hard to create an environment where different perspectives and experiences are valued. We are committed to helping diverse talent thrive.

Who You Are:

You are passionate about people's experiences and want to make people's lives better. You're curious, and your humbleness helps you learn and grow. You love to collaborate across roles and organizations, and you can create a path forward from uncertainty. You are comfortable inspiring others with your communication skills whether they be senior leaders or technical teams.


You share our values of Respect, Integrity, Diversity, Accountability & The Public Good, have a passion for service excellence and actively promote and encourage the importance of people, teams, diversity, and culture.


About Our Opportunity:


We are looking to transform the way we serve our citizens and to strengthen our team with the addition of a new Manager of End User Services.

In this role, you will lead a team of front-line Service Desk technical professionals supporting the delivery of modern digital experiences to users in Government and Healthcare in a 24/7 operational environment.

Do you excel at leading a team that delivers an excellent client experience? Are you a natural motivator who embraces dynamic challenges? Do you thrive in a fast-paced environment? Do you enjoy planning and implementing projects focused on continual service improvement?


If you answered yes to these questions we have an exciting opportunity for you to explore as Manager, End User Services.


What You Will Be Doing

  • The Manager, End User Services is responsible to:
  • Manage a team of front-line client-focused employees in the delivery of high-quality digital services
  • Ensure the Service Desk team is meeting service level objectives;
  • Ensure that your team is following all operational processes including digital tier 1 support processes, including incident, change, and problem management processes
  • Promote a culture of trust, teamwork, and psychological safety
  • Work with various stakeholders across Government and Healthcare to build collaborative relationships and find new ways to innovate
  • Keep a strong focus on delivery priorities, being accountable for delivery, and acting swiftly to respond to changing user needs
  • Work with multidisciplinary teams to promote internetera ways of working and provide strategic direction to achieve digital transformation
  • Keep people informed and engaged by working in the open and sharing user stories
  • Set measurable goals and reporting metrics for your team to demonstrate progress against stated benefits
  • Leading or contributing to digital transformation activities such as standardization and rationalization initiatives, functional improvements, or business process improvements
  • Communicate with clients about service requirements, service fit, service quality, service issue resolution, and service access processes.

What You Bring to the Table:
To be successful in this position, You have a Bachelor's Degree with at least five (5) years of related IT management and leadership experience (or the equivalent combination of training and experience)

Your ability to:

  • Lead a team of direct reports to deliver excellent digital support services to end users
  • Manage the strategic direction, scope and budget required to deliver service excellence with new and existing digital products to meet user needs
  • Guide and motivate a front line technical support team in a complex operational environment.
  • Analyze problems and determine solutions to produce desired outcomes.
  • Communicate, collaborate and bu