Supervisor Nu C-24-010

**VACANCY**

Applications are invited from qualified individuals to fill the following position:
**One (1) Permanent Full Time Supervisor of Client Services**
**(ITS) Information Technology Services**

**NBRHC-North Bay**
**Salary: $40.10 (MIN) - $50.12 (MAX)
The North Bay Regional Health Centre is presently seeking a highly motivated individual to join our Information
Technology Services (ITS) team. Reporting to the Chief Information Officer, the Supervisor of Client Services
plays a crucial role in ensuring that clients/end-users receive efficient and effective ITS support services. The
role aims to enhance overall client satisfaction and contribute to the organization's success.

**RESPONSIBILITIES
Team Leadership: Supervise and lead a team of professionals responsible for providing client support.
This includes training, mentoring, and managing the team's performance.

Client Interaction: Engage with clients to understand their ITS needs, address concerns, and ensure
customer satisfaction. This may involve both internal and external clients.

Technical Support: Oversee the provision of technical support to clients, which could include
troubleshooting hardware and software issues, providing guidance on IT solutions, promoting client self
- help through the ITS knowledge base and ensuring timely issue response and resolution.

Service Improvement: Identify areas for improvement in client services and implement strategies to
enhance the overall quality and efficiency of ITS support.

Collaboration with other departments: Work with other departments (ex: IT Infrastructure, Information
Systems, Diagnostic Imaging, Clinical Engineering, etc.) to ensure seamless communication and
coordination in delivering services to clients.

Technology Evaluation: Stay informed about emerging technologies and assess their relevance to
improving client services. Make recommendations for the adoption of new technologies when
appropriate.

Documentation: Create and maintain documentation of client support processes, troubleshooting
procedures, and other relevant information to facilitate knowledge sharing and training.

Performance Monitoring: Implement systems to monitor and evaluate the performance of client services,
including the use of key performance indicators (KPIs) to measure success and identify areas for
improvement.

**QUALIFICATIONS**

supervision, have excellent verbal and written communication, interpersonal skills, and excellent time
environment to multiple work patterns.


Degree or diploma in information technology, computer science or equivalent. 

Three+ years' experience working in ITS with experience in the supervision of a technical support team. 

Focus on delivering excellent customer service to end-users. 

Collaborative leadership style with effective team building skills and ability to motivate and direct staff
members. 

Excellent analytical, problem-solving and decision-making skills with the ability to identify trends,
establish benchmarks, as well as provide credible analysis and recommendations. 

High emotional intelligence with excellent verbal and written communication skills. Ability to handle and
resolve escalated customer issues. 

Excellent organizational and time management skills with the ability to effectively handle a large number
of issues simultaneously. 

Experience in health care and/or public sector/not-for-profit is an asset. 

Bilingualism (English/French) is an asset***

Criminal Reference Check including the Vulnerable Sector Check recent within six (6) months is a requirement

**THE ORGANIZATION**

North Bay Regional Health Centre (NBRHC) is a unique health care organization with three primary roles:
providing acute care services to North Bay and its surrounding communities, functioning as the district referral

centre providing specialist services for smaller communities in the area, and it’s the specialized mental health

service provider serving all of northeast Ontario. At more than 400 beds, our state-of-the-art regional health

centre has over 150 physicians, 2300 employees and 250 volunteers.

**THE COMMUNITY**

North Bay is located 3.5 hours north of Toronto, just north of the district of Muskoka, and 3.5 hours west of

Ottawa. With a population of 54,000 and a catchment area of 180,000, it is a safe and welcoming community

that offers a healthy and balanced environment for working, living and raising a family. North Bay is situated on

the shores of two large lakes (Lake Nipissing and Trout Lake) and boasts beautiful scenery and four distinct

seasons. Whatever your interests are, you will have access to numerous activities and amenities within minutes

from your home-reclaim your work-life balance and join us

**_NBRHC is committed to achieving 100% compliance with its COVID-19 Vaccine Policy. As a result, please be advised _**
**_that in order to be eligible for employment at the Health Centre, all new hires must be compliant with o