Health Gateway Service Desk Manager

6 months ago

Halifax, Canada Total Systems Solutions Consulting Inc. Full time

**Health Gateway Service Desk Manager**

Total Systems Solutions Consulting Inc. represents an association of independent IMITS Consultants based in British Columbia. We are seeking a Senior Support Lead for the Provincial Health Services Authority, Province of British Columbia. You must be available to work 100% remote full-time for 37.5 hours per week.

The anticipated term of this opportunity is 2 years.

**Project Context**

Digital Health Innovation (DHI) delivers provincial digital health strategies and business transformations by relentlessly focusing on the end user and the end-to-end health services journey for everyone in British Columbia. We concentrate on the design and delivery of digital health tools and platforms to support the ongoing evolution of a connected health system and digitally enabled health care. By collaborating with all provincial health sector partners, we ensure an equitable approach to addressing health sector priorities.

DHI is part of the Provincial Digital Health & Information Services (PDHIS) portfolio that was formed in July 2022 to enable our BC health system more effectively digitally and virtually. PDHIS brings together many organizational units from different parts of PHSA into one portfolio and includes a close partnership with the Ministry of Health to deliver on the BC Digital Health Strategy.

The services required involve on-going operations for the Health Gateway product as well as strengthening the Health Gateway Operating Model as products and services are expanded. The services required are categorized into the following three key areas:

- Health Gateway Service Desk
- Health Gateway Incident Management
- Health Gateway Operations Management

**Services Required**

Services to be provided by the Support Lead may include the following:

- Health Gateway Service Desk
- Build and manage operational support processes
- Liaise with Product Owner and OCM lead for service desk training
- Plan and manage service desk coverage
- Chair daily Health Gateway support stand up
- Report statistics to portfolio leads/executives
- Health Gateway Incident Management
- Lead incident support meetings
- Manage incident management process
- Coordinate escalated incident response process
- Manage ticket system (Jira or other) and knowledge base (Confluence)
- Report statistics to portfolio leads/executives
- Facilitate continuous improvement
- Health Gateway Operations Management
- Build out an operational support approach and required documentation for Health Gateway that will support continued user growth
- Manage operational team’s roles and responsibilities
- Establish formalized support process with Health Gateway partners
- Communicate and liaise with operations partners around upgrades/maintenance for respective systems impacted by and as they impact Health Gateway
- Liaise with other projects and portfolios for alignment and integration of support models as required
- Support operational model enhancement opportunities and initiatives
- Lead and support Business Continuity Planning, risk monitoring, and ongoing documentation management

**Consultant Qualifications**
- A level of education, training and experience equivalent to a degree in business administration, management or related fields.
- Excellent communication and interpersonal skills to effectively manage a team and interact with customers
- Strong technical knowledge of the platform being supported, including its architecture, configuration, and integration points
- Proficient in troubleshooting technical issues and identifying root causes of problem
- Ability to work well under pressure and manage multiple priorities simultaneously
- Experience in developing and implementing support processes and procedures to improve support delivery
- Knowledge of ticketing systems and other support tools and technologies Extensive understanding of ITIL framework and service management best practices
- Strong analytical and problem-solving skills to quickly identify and resolve complex issues
- Excellent interpersonal skills to support resource engagement and facilitation across teams
- Strong ability to troubleshoot and resolve IT issues with external partners
- Experience managing process improvement initiatives
- Experience managing a help desk team or similar leadership experience 
- Experience working with BC Health Authorities is highly preferred
- Previous Jira Service Management experience preferred Previous Salesforce administrative support preferred

**Job Types**: Full-time, Fixed term contract
Contract length: 24 months

Pay: Up to $85.00 per hour

Flexible Language Requirement:

- French not required

Schedule:

- 8 hour shift
- Monday to Friday

Application question(s):

- Where have you worked managing process improvement initiatives in a Service Management Environment?

**Education**:

- Bachelor's Degree (required)

**Experience**:

- IT support: 3 years (preferred)
- Service Management: 3 years (prefe

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