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Team Lead, Service Desk

5 months ago

Regina, Canada eHealth Saskatchewan Full time

**Who is eHealth Saskatchewan?**
eHealth Saskatchewan is a Treasury Board Crown Corporation with a unique blend of healthcare, information technology, and citizen services. Our vision is “Connected healthcare, accessible to everyone, everywhere” with a mission to “Collaborate to transform healthcare through the use of information and innovative technology”. It is a complex environment, constantly evolving and quickly changing as we live our values of excellence, integrity, teamwork, courage, resilience and collaboration.

A large and complex organization, eHealth is comprised of 30+ clinical and non-clinical program (service) areas that all work together to support health care providers and teams across the province in delivering the best possible care to patients, providers, citizens, and health system users. Programs range from primary care to acute care, and includes laboratories, pharmaceuticals and diagnostics. Additional programs that also support patient care and information include Virtual Care, the MySaskHealthRecord, and the Provincial Electronic Health Record. eHealth is also responsible for the administration of various pieces of legislation to manage the registration of/changes to all vital event records (e.g. birth, marriage, death, etc.), registration of legal name changes, registration of adoptions, and for maintaining the provincial health registry for health services eligibility and distribution of health services cards.

The eHealth teams engage directly with health system partners and other stakeholders both provincially and federally to ensure all services are delivered efficiently and effectively.

**About the Role: Team Lead, Service Desk**

**Typical Daily Duties**:
This hands on role focuses on providing support to our team, and additional tasks, including analyzing trends in call volumes, handling client escalations, representing the Client Services Unit on various projects, staffing, and incident, service request and knowledge management activities.

**To qualify for this position you must demonstrate experience/knowledge in the following**:

- Supervising and scheduling shift workers;
- IT service delivery processes and practices;
- Monitor, coach, support the performance of employees;
- Strong technical support background;
- Windows operating systems and productivity programs;
- Management practices;
- Knowledge of IT Service Delivery Processes and Practices;
- Knowledge of computer hardware and Software; and
- Knowledge of Information analysis techniques.

After hour’s on-call and 24/7 shifting will be a requirement of this position.

The knowledge and skills required for this position would be attained through the completion of a post-secondary degree or diploma in a computer science field, and five years of related experience leading people in an integrated IT support environment. A combination of training and experience in a supervisory role would be considered. Knowledge of the Saskatchewan Health Sector, Lean methodology along with an ITIL certification would be considered definite assets

**You will have the ability to**:

- Guide the Work:_ understanding the direction of the organization/work unit and translating it into actionable plans for the work group.
- Organize the Work_**:reviewing assignments and tasks, handling priorities, and dealing with unexpected problems.
- Develop Staff_: increasing the skill level of each employee by learning his or her strengths and assigning tasks according to strengths and development needs.
- Monitor Performance: _monitoring the performance of employees and helping them to meet their own objectives and those of the organization.
- Manage Relations_: developing and maintaining connections with other groups (internal and external to the organization) in order to increase supervisory effectiveness and meet goals.

**Competencies**:
**_Communication_**:

- ability to write/create and communicate (verbal and written), explain or present (technical or non-technical) information to wide variety of technical and non-technical individuals and/or groups in a clear, accurate and understandable manner; and
- ability to prepare clear presentations and speak in public at level appropriate for audience.

**_Problem Solving_**:

- ability to identify, explore and evaluate options on processes and methodologies in order to develop feasible recommendations;
- ability to identify and resolve issues that underlies conflicts in order to arrive at a viable solution; and
- manage complex situations with diplomacy.

**_Interpersonal_**:

- ability to influence others in order to pursue a mutually acceptable solutions or formal agreements; and

**_Organizational_**:

- ability to independently prioritize and organize one’s own workload to meet tight deadlines and successfully complete projects in changing environment.

**_Analytical_**:

- ability to research, analyze and evaluate diverse information and situations to solve problems, determine al