Technical Support Manager

2 months ago


Montréal QC, Canada Sectra AB Full time

Rejoignez une entreprise technologique qui fait une différence dans le domaine de la santé
Chez Sectra Canada, notre objectif est d'introduire une solution mondiale de premier plan en informatique médicale sur le marché canadien, avec pour ambition de nous établir comme le principal fournisseur de solutions d'imagerie d'entreprise et de PACS au pays. Nos clients opèrent dans certaines des fonctions les plus critiques du Canada, et nous sommes idéalement placés pour les aider à optimiser les soins centrés sur le patient. Nos solutions d'imagerie d'entreprise modulaires et évolutives permettent aux prestataires de soins de santé de se développer d'une spécialité à l'autre, tout en offrant des gains d'efficacité et une technologie de pointe pour moderniser les systèmes d'imagerie médicale du Canada, tout en protégeant les informations les plus sensibles des patients et des prestataires de soins.
Qu'est-ce qui rend ce poste passionnant ?
Sectra recherche un gestionnaire de support technique expérimenté et dynamique pour superviser le processus de support chez Sectra Canada. Ce rôle est un élément clé de l'équipe des opérations client, et aura pour mission de gérer et d'optimiser tous les processus de support pour l'activité d'imagerie médicale de Sectra. Le gestionnaire de support technique travaillera en étroite collaboration avec les équipes de première ligne et d'arrière-plan de Sectra Canada, et collaborera avec ses pairs de Sectra à l'échelle mondiale, afin d'améliorer l'efficacité, la cohérence et l'amélioration continue de nos opérations pour offrir un service exceptionnel.
En tant que gestionnaire de support technique, vous serez chargé de:
Supervision & Collaboration
Supervision des opérations quotidiennes de support, y compris la gestion des tickets, les escalades, le suivi des résolutions et la coordination après les heures de travail pour le Canada.
Diriger et surveiller les processus de gestion des incidents et des problèmes afin de garantir une résolution efficace et un impact mínimal sur les clients.
Supervision du respect des SLA clients et participation aux réunions de revue avec les clients.
Se concentrer sur l'analyse des causes profondes pour développer des initiatives visant à améliorer l'ensemble des opérations de support.
Superviser les modifications du système en dirigeant le comité consultatif sur les changements (CAB), en veillant à la bonne révision, approbation et mise en œuvre des changements.
Gérer les plannings et processus de couverture en dehors des heures de travail.
Gestion des Processus & Améliorations
Évaluer et améliorer continuellement les processus de support, en favorisant l'efficacité et les meilleures pratiques.
Diriger et superviser le déploiement et les améliorations des processus de support, en veillant à leur alignement avec les objectifs de l'entreprise et à des perturbations mínimales.
Effectuer des audits des événements liés au support pour garantir la qualité et la conformité des processus de support.
Travailler en étroite collaboration avec les équipes de support régionales pour assurer l'harmonisation des pratiques de support et la résolution des problèmes à travers les régions.
Diriger les initiatives de transformation établies par Sectra concernant les nouveaux outils utilisés pour gérer le processus de support.
Formation & Mentorat
Certification ITIL
Diriger le processus de certification ITIL pour Sectra Canada.
Maintenir et améliorer les processus basés sur ITIL, en garantissant la conformité et en favorisant les meilleures pratiques (précédemment dans le cadre de la conformité et de la certification ITIL).
En tant que plus récente opération de Sectra, Sectra Canada a le meilleur des deux mondes. Nous incarnons l'énergie d'une jeune startup tout en bénéficiant de la stabilité d'une marque bien établie avec une vaste expérience mondiale et un produit soutenu par plus de 40 ans d'innovation. Le résultat ? Un environnement agile, stimulant, très solidaire et amusant qui permet à notre équipe de donner le meilleur d'elle-même et de faire une différence dans la vie des gens chaque jour.
En plus d'un salaire compétitif et d'incitations basées sur la performance, nous offrons de nombreux avantages et privilèges passionnants, notamment:
Une assistance à l'éducation pour les membres de l'équipe afin d'enrichir continuellement leurs connaissances.
Des avantages complets en matière de santé, de soins dentaires et de vision, en vigueur le mois suivant votre date d'embauche.
Un compte de dépenses santé mensuel.
Un régime de retraite avec contribution équivalente (RRSP) après 3 mois d'emploi.
Le remboursement des frais d'Internet à domicile.
Join a tech company that’s making a difference in healthcare
At Sectra Canada, our objective is to introduce a leading global medical IT solution to the Canadian market, with the aim of establishing ourselves as t



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