Lead, Technology Services

2 weeks ago

Burnaby, British Columbia, Canada PHSA Full time

Lead, Technology Services
BC Clinical & Support Services

Burnaby, BC


The Lead, Technology Services provides leadership and supervision to Technology Services by developing staffing policies, processes and procedure documentation that are responsive to customer needs, coordinating work flow, implementing a continuous improvement process, hiring staff and managing staff performance.

Reports to and liaises with Technology Services Provincial Manager to determine staff scheduling service requirements and to establish service level agreements.

Works in collaboration with the Technology Services Leadership Team to identify and report Key Performance Indicators and risks relative to delivered service.

Establishes effective relationships with Technology Services teams and key stakeholders to ensure processes and systems are working efficiently and to identify areas for improvement.

Adheres to industry best-practice based on Information Technology Infrastructure Library (ITIL) framework process standardization across the team.

What you'll do

  • Liaises with Technology Services Leaders to determine staff scheduling service requirements and establish service level agreements; ensures required services are delivered and are modified as team requirements change. Acts as the point of escalation for Technology Services staff and provides support and guidance in unclear situations.
  • Provides feedback and coaching when issues arise related to staff performance and client feedback. Engages and leads staff by creating a work environment that motivates and inspires team work that delivers high employee and customer satisfaction. Establishes clear definitions of responsibility for each employee, ensures adherence to efficiency, quality and customer service standards; provides coaching and guidance, and reviews workload assignments. Investigates work and staff issues and where necessary initiates disciplinary action up to and including termination in consultation with Human Resources.
  • Defines an effective workforce plan, identifies and supports training needs and staff development, and evaluates individual and team performance in collaboration with key stakeholders.
  • Develops, implements, and evaluates new or changed team policies, methods and procedures to meet team goals and objectives and stakeholders' service requirements. Develops and reports on Key Performance Indicators relative to team goals and objectives.

What you bring

Qualifications:

  • Proficient experience supporting all Microsoft Server Operating Systems versions
  • Hands on experience with vulnerability management and patch deployment tools (SCCM, Tenable) within large 24/7 infrastructures
  • A level of education, training, and experience equivalent to a Bachelor's degree in Information Technology, or other related field plus a minimum of five years' recent related leadership experience in an enterprise IT environment.
  • ITIL Foundation certification. Advanced ITIL certification(s), experience with IT Service Management software suites such as HP Service Manager or IBM Tivoli, experience with report generation utilizing Crystal Reports, Business Objects, or similar and prior experience with Release or Change management processes, concepts and tools preferred.
  • Outstanding written and verbal communication skills (technical and nontechnical communication).
  • Extensive experience with problem and incident management processes, concepts and tools. Experience in an enterprise IT environment in the role of problem manager, incident manager, process analyst, or similar.
  • Strong interpersonal and client interfacing skills.
  • Ability to work within a team environment.
  • Strong attention to detail, troubleshooting, problemsolving, and analysis skill sets.
  • Ability to organize resources across different teams to drive resolution of system critical issues. Ability to direct and manage SLA oversight, adherence and reporting. Ability to manage communications and maintain team focus on service restoration during critical outages. Ability to manage multiple priorities and work independently to achieve team goals. Ability to develop, implement, measure, and improve repeatable IT processes
Skills & Knowledge

  • Awareness of and commitment to learning and understanding the Truth & Reconciliation Commission's 94 Calls to Action (2015), In Plain Sight Report (2020), BC's Declaration on the Rights of Indigenous Peoples Act (2019), and Reclaiming Power and Place Missing and Murdered Indigenous Women & Girls calls for justice, and how they intersect across the health care system.
  • Supports team members on their learning journey, ensuring education strategy for team/department to implement Indigenous Cultural Safety at a practical level.
  • Works collaboratively with appropriate Indigenous teams/departments to ensure ICS lens applied holistically.
  • Commitment to upholding the shared responsibility of creating lasting and meaningful reconciliation in

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