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Team Lead

3 months ago

Toronto, Ontario, Canada Canadian Institute for Health Information Full time

Category

  • Information/Infrastructure Technology

City

  • Toronto, Ottawa, Ontario, Canada
  • Team Lead
  • Who we are
  • We are an organization comprised of industry thought leaders who are passionate about health data and want to make a difference in the health care field. We are an independent, notforprofit organization and together with our partners we provide essential information on Canada's health systems, enabling decisions that lead to healthier Canadians. As a valued member of the CIHI team, you and your work will have a pivotal role in the evolution of Canada's health care systems.
CIHI is recognized as an exceptional place to work that embraces diversity, respect, integrity, collaboration and innovation.

Learn about our Equity, Diversity and Inclusion Strategy and the work being done to create a more inclusive and welcoming organization by focusing on how we learn, govern and practise.

At CIHI, we recognize what matters to our employees. Some of the benefits of working at CIHI include

  • HOOPP Pension Plan (Defined Benefits Pension)
  • Retirement Planning Program
  • Generous vacation days for permanent and longterm contracts
  • Worklife balance
  • Career Planning Program
  • Learning and Professional Development Program
  • Flexible benefits program from your first day on the job for permanent and longterm contracts
Why is this role important?

  • Reporting to the Manager, Infrastructure Business Operations, the Team Lead leads and motivates the IT Support Technicians locally and remotely (Ottawa & Toronto) to provide exceptional service, support and evolution of CIHI's IT infrastructure, with a focus on endpoint solutions, processes, ensuring the team is aligned and positioned for success.
  • The Team Lead ensures technical platforms remain stable and compliant with existing Information Security Management System (ISMS), ITS and ITIL, policies, processes and standards, and provides a positive customer experience when internal employees interacting with IT.
  • As an experienced and innovative leader, the Team Lead effectively prioritizes and develops work and resource plans necessary to respond and align to organizational and service needs. Closely monitors industry trends and gathers internal and external input to influence and drive technology and service decisions to support productivity, evolution and continuous improvement of the technical environment and ensures compliance to internal policies, processes and standards.
  • What you'll do
  • 1. Provides leadership, direction and effective resource planning of the IT Support Technicians for the provision and proactive support and evolution of the endpoint & mobility roadmap; Windows/desktop/Office365, evergreen program, unified communication, meeting rooms/AV, mobility (Cell/MDM/VPN/Wi-Fi), and telephony.
  • 2. Identifies opportunities within the team to ensure consistent service. Enables the team with the tools, training and motivation to meet or exceed established service levels and customer expectations and provides ongoing skill development, coaching and timely performance feedback and management through informal and one on one discussions and regular formal performance reviews per CIHI's internal performance management program to support individual as well as team growth and success.
  • 3. Develops and executes project plans and applies project management principles considering cost, impact, risk, capacity, availability and compliance to decisions supporting the current and future IT infrastructure.
  • 4. Supports and contributes to the development and evolution of departmental and organizational polices, processes, and procedures including CIHI's Information Security Management System (ISMS) (risk management, audit and assessment, monitoring and reporting, supplier management and disaster recovery). Ensures IS resources are compliant with all ISMS, ITIL (Incident Management, Request Fulfillment and Configuration Management, Root Cause/Problem Management) and ITS policies, standards and procedures and identifies ongoing continuous improvement opportunities.
  • 5. Provides direction and input to the selection of future technologies to develop and evolve the IT roadmaps actively looking for opportunities to control spend.
  • 6. Within the boundaries available in ITSM system, establishes, maintains, evolves and delivers Key Performance Indicators (definition/reporting) to measure success of compliance and incident and service fulfilment requests. Analyses metrics reports to determine trends affecting compliance and service and establish responses, corrective actions, continuous improvements, training and follow up to improve service and compliance.
  • 7. Fosters and maintains collaborative partnerships and works to understand the needs of the organization, both locally and across the organization.
  • What you'll bring to the table
  • University degree or equivalent education/experience in Computer Science, Computer Systems Engineering/Technology,