Team Leader

1 week ago

Sudbury, Ontario, Canada Health Sciences North Full time

Team Leader:

Competition #

2625

Job Title

Team Leader

Department

IT Customer Services

Status

Permanent

Work Type

Full-time

Affiliation

Non Union

Shift Assignment

Days

Bilingualism Required

N/A

Police Check Requirement

Vulnerable Sector Check

Site

Sudbury Outpatient Centre

  • Non Union Non Management
Salary Information

$90,129.00 to $106,060.50 per annum

Application Closing Date

March 15, 2023

KEY FUNCTION:

Oversee the IT Customer Services team, and coordinate and monitor the delivery of IT support services to the organization.

Assist with the development of processes and improvements, oversee daily activities, resource assignments and schedules while monitoring the operational IT Customer Services Key Performance Indicators (KPIs).

Liaise with business and clinical programs, as well as participate in IT related projects.

REPORTING:

Under the general direction of the Manager, IT Customer Services.

DUTIES:

  • Manage the daytoday operations within the team and oversee ongoing activities.
  • Coordinate and participate in the successful selection, analysis, design, planning, risk assessment, implementation, training, maintenance, support, and upgrade of the IT systems by using best practice project initiatives.
  • Develop monitoring methods and monitor issues that may adversely affect patient care; identify and implement opportunities for increased efficiencies.
  • Develop strategies and follow government body and organizational policies to ensure data is private, confidential, and protected.
  • Communicate with vendors for support, research, and pricing information.
  • Document and research solutions, monitor events, logs, and backups, and manage all Service Desk and Desktop related support issues.
  • Perform oncall and callback duties on a rotating basis as required.
  • Oversee the deployment of personal computers, printers and other user technologies.
  • Oversee the work of others in compliance with the Occupational Health and Safety Act (OHSA), its regulations, and HSN policies.
  • Determine and align improvement projects with HSN's Strategic Plan; monitor and adjust to achieve goal outcomes.
  • Participate in education and training specific to current, relevant federal and provincial health and safety legislation, standards and guidelines.
  • Educate and promote health, safety and wellness in the work place.
  • Represent the department or program on various committees and in meetings as required.
  • Perform other duties as required.

QUALIFICATIONS

EDUCATION AND TRAINING:

  • Minimum of a three (3) year Diploma in Computer Science, IT and Information Systems or a related field from an accredited college.
  • Ministry of Labour "Worker Health and Safety Awareness in 4 Steps" training certificate is required.

EXPERIENCE:

  • Minimum of five (5) years' experience working in an IT department within a health care environment.
  • Operational experience with clinical and/or financial processes within a health care environment is preferred.
  • Experience providing functional leadership within an IT Support Call Centre Environment is preferred.

KNOWLEDGE/SKILLS/ABILITIES:

  • Demonstrated knowledge of project management principles.
  • Demonstrated knowledge of IT Customer Service Best Practices.
  • Demonstrated knowledge of enterprise Antivirus, encryption technology, and IT Security protocols.
  • Demonstrated knowledge of ITIL Service Operation and Continual Service Improvement framework.
  • Demonstrated knowledge of Remedy, including incident, asset, and change management.
  • Demonstrated knowledge of Microsoftbased Enterprise software, including Active Directory, Exchange, Azure Cloud Solutions, and Office 36
  • Demonstrated ability to validate operational requirements, compliance, and other specifications.
  • Demonstrated ability to explore, assess, and promote new methods and technologies.
  • Demonstrated ability to coach, advise and teach others using the principles of adult learning.
  • Demonstrated excellent judgment and proven analytical skills.
  • Demonstrated training, experience or utilization of lean methodology for process improvement.
  • Demonstrated ability to independently identify issues, plan improvements, measure success and continue improvement.
  • Demonstrated effective time management and organizational skills with the ability to organize and prioritize as required.
  • Demonstrated excellent computer skills with proficiency in Microsoft Office software (e.g. Word, Excel, Power Point and Outlook) and patient information systems.
  • Demonstrated superior interpersonal and communication skills, both written and verbal.
  • Demonstrated strong organizational skills with the ability to prioritize.
  • Demonstrated discretion and maturity when handling confidential information.
  • Demonstrated commitment to the safety of coworkers and patients.

PERSONAL SUITABILITY:

  • Proven ability to work independently and in a team environment.
  • Demonstrated commitment

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