Manager - User Support Services

Socket.dev; Halifax; On-site; CAD 102,000 - 128,000; Full time

Benefits offered by this job

Pension

Health

Dental

Life Insurance

Vacation

Employee Assistance Program

Job summary

Government of Nova Scotia's Cyber Security & Digital Solutions department is seeking a Manager, User Support Services to lead frontline technical professionals delivering secure digital services to government and healthcare partners in a 24/7 environment.

You will supervise the Halifax-based team, drive service improvements, and collaborate across government to align priorities with digital transformation goals. Onsite role with strong emphasis on people, process, and performance.

Qualifications

• 3+ years in a leadership role or equivalent experience.
• Experience leading partner-focused teams and building relationships with partners.
• Experience coaching staff on new processes and technologies and developing SOPs.
• Experience monitoring service levels and managing budgets.
• Experience in healthcare or public sector environments.
• Knowledge of ITIL processes and security policies.

Responsibilities

• Lead a team delivering high-quality, secure digital services to partners.
• Ensure the team meets service objectives and follows incident management processes.
• Promote a culture of trust, teamwork and psychological safety.
• Build collaborative relationships with Government and Healthcare stakeholders.
• Set goals, report metrics and drive continual service improvements.
• Guide digital transformation initiatives and communicate progress to partners.

Skills

Leadership experience

Partner-focused teams

Service improvement

ITIL processes

Cloud-based environments

Tools

Budget management

Job description

Competition # :49783

Department:Cyber Security & Digital Solutions

Location:HALIFAX

Type of Employment:Term

Union Status: Exclusion - Non Union - NSPG

Closing Date:16-Sep-26 (Applications are accepted until 11:59 PM Atlantic Time)

About Us

At CSDS, we prioritize people—both within our team and in the communities we serve. Our mission is to redefine how Nova Scotians engage with government by creating accessible, reliable digital solutions centered around user needs.
In today’s tech-driven world, CSDS empowers government departments with essential digital solutions to meet Nova Scotians’ expectations. As a trusted partner across government, we enable departments to fulfill their mandates with secure, user-friendly services. From healthcare and education to public safety, we collaborate to transform how services are designed and delivered.
We don’t just implement technology; we modernize outdated systems and reimagine processes. Our agile, data-driven approach ensures that digital services are both efficient and adaptable to Nova Scotia’s evolving needs.
Joining CSDS means contributing to work that makes a real difference. From providing vital tech support to healthcare professionals to strengthening cybersecurity and developing scalable digital platforms, you’ll play a key role in building a more inclusive, responsive government for Nova Scotians.
Together, we’re setting new standards for digital public service, delivering resilient solutions that meet today’s needs—and anticipate tomorrow’s challenges.

About Our Opportunity

We are looking to transform the way we serve our government and healthcare partners and citizens by finding the right person to be ourManager, User Support Services. In this role, you will lead a team of front-line technical professionals supporting the delivery of modern digital experiences to users in Government and Healthcare in a 24/7operational environment. You will lead a team that supports our partners in our Halifax office using remote tools.
Do you excel at leading a team that delivers excellent service to partners? Are you a natural motivator wh oembraces dynamic challenges? Do you thrive in a fast-paced environment? Do you enjoy planning and implementing projects focused on continual service improvement? If you answered yes to these questions, we have an exciting opportunity for you to explore.

Who We're Looking For

You are passionate about enhancing people’s service experience and have a strong drive leading a team to resolve complex technical problems and requests through various channels such as phone, email, and our ticketing system. You excel in providing oversight to our front-line support in a 24/7 environment for critical services and take pride in working as part of a team. You always strive to go above and beyond in delivering exceptional user experiences. You thrive on providing excellent support to partners.
You embody our values of respect, integrity, diversity, accountability, and the public good. Your passion for service excellence is evident, and you actively advocate for and emphasize the importance of people, teams, diversity, and a strong organizational culture.
You have a proven track record of using due diligence and data-driven approaches to solve problems, demonstrate objectivity and professionalism, bring a positive and can-do attitude, take ownership of activities, and communicate progress and outcomes proactively and effectively.

Key Responsibilities

As the Manager, User Support Services your primary accountabilities will include:

• Managing a team of partner-focused employees in the delivery of high-quality, secure digital services to our partners at the IWK, Nova Scotia Health, and the Government.
• Ensuring the team meets service objectives.
• Ensuring that the team follows all operational processes related to incident management, service request fulfillment, configuration change management, asset management, and problem management.
• Promoting a culture of trust, teamwork, and psychological safety.
• Working with various stakeholders across Government and Healthcare to build collaborative relationships and find new ways to innovate.
• Keeping a strong focus on delivery priorities, being accountable for delivery, and responding swiftly to changing user needs.
• Working with multidisciplinary teams to promote digital ways of working and providing strategic direction to achieve digital transformation.
• Keeping people informed and engaged by working openly and sharing user stories.
• Setting measurable goals and reporting metrics for your team to demonstrate progress and achievement.
• Leading or contributing to digital transformation activities such as standardization and rationalization initiatives, functional improvements, or business process improvements.
• Communicating with partners about service requirements, service fit, service quality, service issue resolution, and service access processes.
  

Qualifications and Experience

To be successful in this role, you will have a minimum of 3 years’ experience in a leadership position, or an equivalent combination of training and experience.
You will have the following:

• Experience managing partner-focused teams and fostering a positive team culture.
• Experience motivating teams to provide excellent service and building relationships with partners.
• Experience coaching and mentoring staff on new processes and technologies as well as developing and enforcing SOPs.
• Experience monitoring and managing service levels.
• Experience managing budgets.
• Experience in identifying and implementing improvement opportunities.
• Experience in decision-making in the development and ongoing management of high-quality digital support services.
• Experience leading continual service improvement initiatives by leveraging internet-era practices and collaborating with multidisciplinary teams to achieve business/policy outcomes.
• Experience working in a healthcare or public sector environment.
• Experience in cloud-based environments, supporting large, mission-critical 24x7x365environments.
• Knowledge of project management methodology, ITIL processes, and IT and security policies and procedures
• Establishing KPIs, monitoring results and trends, and using them to drive continual service improvement.
• Excellent communication and interpersonal skills.
• Flexibility and adaptability to changing business priorities.
  

Equivalencies

Applicants relying on education and experience equivalencies must demonstrate such equivalencies in their application.
We recognize that everyone brings different skills and experiences to the table.
If you don’t “check all the boxes”, we encourage you to apply anyway and tell us why you’re the right fit for the job.
We value diversity of thought and believe that the best teams are those that bring together people with a range of experiences and perspectives.

Benefits

Based on the employment status, the Government of Nova Scotia offers its employees a wide range of benefits such as a Defined Benefit Pension Plan, Health, Dental, Life Insurance, General illness, Short and Long Term Disability, Vacation and Employee and Family Assistance Programs. For information on all our Benefit program offerings, click here: Benefits for government employees.

Additional Information

This is a TERM employment opportunity with anticipated end date of January 6, 2028.
This opportunity is onsite at Young Street in Halifax.

What We Offer

• Career development where you have access to career guidance, tools, resources, and ongoing training for every stage of your career
• Engaging workplace: our employees feel valued, respected, connected, and tuned in, we have forward-thinking policies and strategies
• Countless career paths
• A dynamic, client-focused office environment where service excellence and teamwork are our focus.
  

Pay Grade:EC 12

Salary Range:$3,929.22- $4,911.52Bi-Weekly

Employment Equity Statement: Our goal is to be a diverse workforce that is representative, at all job levels, of the citizens we serve. The Government of Nova Scotia has an Employment Equity Policy, and we welcome applications from Indigenous People, African Nova Scotians, Persons of African Descent, Racialized Persons, Persons with Disabilities, 2SLGBTQIA+ Persons and Women in occupations or positions where they are under-represented. If you are a member of one of these equity groups, you are encouraged to self-identify on your electronic application.

Accommodation Statement: We are committed to providing an inclusive and accessible recruitment process. Candidates may request accommodations based on any grounds protected by the Human Rights Act. If you require an accommodation throughout