Support Lead

3 weeks ago

Toronto, Canada Total Systems Solutions Consulting Inc. Full time

**Support Lead - Helpdesk**

**THE OPPORTUNITY**

The consultant is expected to start as soon as possible and the contract length 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:
1. Health Gateway Service Desk

2. Health Gateway Incident Management

3. Health Gateway Operations Management

**Service Required**

Any deliverable expected from the resource during this engagement must be communicated in writing to the resource.

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

- Health Gateway Service Desk
- 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
- Chair incident support stand up
- Manage major incident management process
- Manage ticket system (Jira or other) and knowledge base (Confluence)
- Report statistics to portfolio leads/executives
- Health Gateway Operations Management
- Confirm and maintain operational team’s roles and responsibilities
- Establish formalized support process with Health Gateway partners, including HIBC, CGI, PHSA and others
- Communicate and liaise with operations partners around upgrades/maintenance for respective systems impacted by and as they impact Health Gateway
- Build out an operational support approach for Health Gateway that will support continued user growth
- Liaise with other projects and portfolios for alignment and integration of support models as required

**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 problems
- 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
- Understanding of ITIL framework and service management best practices
- Strong analytical and problem-solving skills to quickly identify and resolve complex issues
- Experience managing a help desk or other sorts of leadership would be an asset.
- Experience working within the Health Authorities is highly preferred

Health Authorities

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

**Salary**: $70.00-$80.00 per hour

Flexible Language Requirement:

- French not required

Schedule:

- 8 hour shift
- Monday to Friday

Application question(s):

- Where have you worked as an IT support person in the Healtcare industry?

**Education**:

- Bachelor's Degree (required)

**Experience**:

- IT Support Lead: 3 years (required)
- Salesforce Administrative Support: 1 year (preferred)

Licence/Certification:

- ITIL Certification (preferred)

Work Location: In person

Application deadline: 2024-02-16

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