Manager-ft IT Support

**Ref# 23NON002**

**1 ‑ Full Time ‑ Manager**

**Information Technology**

The Manager IT Support is responsible for managing the activities and staff of the Information Technology (IT) Help

Desk (tier‑1) and tier‑2 Support Analysts.

The Manager provides leadership and supervision of automated call management, client call tracking and resolution,

customer interfaces, service level agreements, reporting, and ensuring work is performed consistent with budgetary

goals and objectives. The Manager is responsible for maintaining and following detailed User Support procedures

and developing strategies for improving customer services and quality of service delivery. In addition, the Manager is

responsible for providing tier‑1 and tier‑2 technical support to multiple discipline customers and oversees

maintenance and growth of the Help Desk knowledgebase.

Employment Requirements:

- University degree in the field of computer science or equivalent combination of relevant experience and education
- At least 2 years experience in a managing people in an Information Technology Help Desk environment
- Experience working in a health care setting is desired
- ITIL certification preferred
- Intermediate experience with Windows, Microsoft Office products and desktop peripherals
- Strong technical knowledge of network and PC operating systems
- In‑depth knowledge of applicable data privacy practices and laws
- Demonstrate strong customer service skills
- Balance multiple tasks from multiple clients concurrently and deliver within schedule
- Strong understanding of project management principles
- Strong leadership skills
- Excellent interpersonal, written and oral communication skills
- Conduct and direct research into IT issues and products as required
- Present ideas in business‑friendly and user‑friendly language
- Perform general mathematical calculations for the purpose of creating business cases, budget preparation and

fiscal management
- Keen attention to detail
- Proven analytical, evaluative, and problem‑solving abilities
- Extensive experience working in a team‑oriented, collaborative environment

Specific Accountabilities:

- Must provide patient care or services in a manner that is consistent with TBRHSC mission and reflects the core

values of Patient & Family Centred Care
- Must treat all information concerning patient affairs or illnesses and/or hospital business as confidential, privileged

information, which must never be discussed except in the course of duty
- Must be accountable for ensuring the safest patient care and services and for recognizing and reporting safety

incidents or potentially unsafe conditions
- Oversee timely delivery of quality technical support services for our end users
- Effectively manage a Help Desk and motivate and direct a Help Desk Team
- Oversight of day‑to‑day support activities including problem resolution, request fulfillment and software

maintenance
- Provide direction and guidance to site leads
- Manage employee schedules, task assignments and project deliverables
- Participate in project planning
- Responsible for implementing standards for Help Desk practices
- Work collaboratively with the Director of Information Technology and the leads in the implementation of technology

projects, software upgrades, and new software installation
- Develops appropriate policies and procedures in conjunction with, and with approval from, the Director of

Information Technology to ensure effectiveness, efficiency, and quality within the Support team
- Monitor and measure user satisfaction for Information Technology service
- Participate in strategic and tactical planning activities for the Informatics portfolio
- Provide leadership, advice and consultation for desktop equipment standards
- Respond to end‑user requests for software and hardware
- Plan and evaluate performance of Help Desk and Analysts and regularly monitor performance and provide

coaching for performance improvement and development

Salary Range: $46.637 to 54.867

The Health Sciences Centre strives to ensure the safety and security of the patients, visitors, employees and assets

Criminal Records Check (CRC) where indicated, to ensure the absence of relevant criminal convictions; and proof of

full vaccination of all required doses of a COVID‑19 vaccine approved by Health Canada to Occupational Health &

Safety.

The Health Sciences Centre (HSC) is committed to delivering healthcare in a manner that is consistent with Patient

and Family Centred Care. Applicants are required to have a demonstrated knowledge, understanding and

commitment to this care philosophy.

imperative, therefore, all applicants will have to demonstrate a good attendance record to be considered for this

position.

We are committed to fostering an inclusive, equitable, and accessible environment supporting diversity in our work

environment to provide quality care where all feel valued, respected, and support