Customer Service Management Leader

4 weeks ago

Mississauga, Ontario, Canada Trillium Health Partners Full time

Overview

This position is responsible for overseeing the IT Support Tier1 (Service Desk) and IT Support Tier2 (Deskside Support) teams, ensuring that all users receive top-tier service. The role involves developing and executing processes to improve user interactions with technology, thereby guaranteeing a high-quality service experience in a continuous operational environment. Key responsibilities encompass managing Incident, Service Request, Problem resolution, and change management processes. Furthermore, this role entails business ownership of the organization's IT Service Management platform and the implementation of ITILv4 frameworks.

Reporting Structure

This role will report directly to the Director of IS Infrastructure and Operations.

Key Responsibilities

  • Oversee daily operations and performance of the Service Desk and Deskside teams, delivering IT Tier1 and Tier2 support to all users.
  • Manage performance evaluations, escalations, policies, procedures, and team skill development.
  • Responsible for operational and capital expenditure management.
  • Monitor and report on service levels, analyze trends, and suggest corrective actions as necessary.
  • Own the IT Service Management tool and its associated policies.
  • Manage the following processes:
    • Incident Management
    • Service Request and Problem Management
    • Change Management
  • Ensure compliance with hospital policies and procedures while adhering to approved service level agreements.
  • Assist in the creation and maintenance of an IS support knowledge base.
  • Develop and update procedures for resolving various technical issues encountered by the team.
  • Foster strong relationships with other IT functional teams to enhance service quality.
  • Serve as the primary escalation point for all IS Service Desk and service-related issues.

Work Environment

This role operates within a multi-site organization.

Job Specifications

Knowledge Requirements

  • A degree or diploma in a computer-related field or equivalent experience.
  • ITILv4 Foundation certification is required.
  • Experience with ITSM tools for reporting and analysis; familiarity with ServiceNow is advantageous.

Experience Requirements

  • Prior supervisory or management experience is essential.
  • Experience in a 24x7 IS Service Desk environment focusing on incident, request, problem, and change management.

Skills and Abilities

  • Proven ability to deliver high-quality customer support across various client computing environments.
  • Strong knowledge of Microsoft Windows platforms and services.
  • Familiarity with common end-user applications, including Microsoft Office365 and Adobe products.
  • Aptitude for learning and supporting industry-specific applications, particularly in healthcare.
  • Experience in maintaining and managing ITSM tools.
  • Solid understanding of fundamental IT concepts and technologies.
  • Ability to adapt to changing priorities and work under pressure with minimal supervision.
  • Excellent communication skills, both written and verbal.
  • Exceptional customer service and interpersonal skills are required.

Additional Notes

Trillium Health Partners is an equal opportunity employer committed to creating a diverse and inclusive workplace. We encourage applicants from all backgrounds to consider this opportunity. Accommodations will be provided throughout the recruitment process for applicants with disabilities as needed.

All candidates must be eligible to work in Canada. Only those selected for an interview will be contacted.

As a condition of employment, all staff must be fully vaccinated for COVID-19, along with any other vaccinations mandated by public health regulations.

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