IT Operations Deskside Team Lead

**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 (IT Operations Deskside Team Lead - Saskatoon)**

The IT Operations Deskside Service area provides support to approximately 55,000 end-users within healthcare. As the IT Operations Deskside Team Lead, you will be responsible for leading a team of Workstation Analysts and guiding them through their priorities and workloads to ensure that appropriate support is being provided.

In order to keep up to date with the newest emerging IT trends, the IT Operations Deskside Team Lead will continuously perform advanced research and analysis of the most current technologies. This role is responsible for coordinating and monitoring the deployment, configuration and maintenance services on all client hardware and software. Some of the operating systems and devices you will be responsible for include: a large and diverse print/imaging environment, INTEL- based desktop hardware and other associated peripherals, MicroSoft Windows based systems, operating systems and software, Mobile Iron and other Mobile Device Management Solutions, Apple iOS, and Android.

People will essentially look to you as the expert of Workstation and Mobility information. You will respond to end user requests, provide advanced troubleshooting, and work closely with other eHealth areas to develop the IT Policy within area of responsibility.

The position may require the incumbent to be physically fit with the ability to lift and move computers and peripherals between 50 and 65 pounds. Stooping, bending, and crawling under desks may be required on occasion. After hours on-call may also be a requirement of this position.

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

You will have extensive working knowledge and/or experience in: managing and motivating a team of people in a reactive and dynamic work environment; ITSM service delivery concepts, with a focus on incident, service request, configuration, and change management; sound working knowledge in Workstation and Mobility Services Information; and experience delivering large scale IT technology releases.

• Supervising and scheduling shift workers;
• Mobile Device Management;
• Monitor, coach, support the performance of employees;
• Strong technical support background;
• Management practices;
• ITSM service delivery concepts, with a focus on incident, service request, configuration, and change management;
• Workstation and Mobility Services Information; and
• delivering large scale IT technology releases.

After hours on-call and 24/7 shifting may 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.

**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 p