Team Lead -Deskside Support

Trillium Health Partners; Mississauga; On-site; CAD 60,000 - 80,000; Full time

Job summary

An established healthcare provider is seeking a dynamic Team Lead for Deskside Support to guide a dedicated team in delivering exceptional IT services. This role is pivotal in ensuring that support incidents and requests are handled efficiently, aligning with service level agreements. You will mentor and motivate your team while collaborating with various IT departments to enhance operational excellence. If you thrive in a fast-paced environment and are passionate about improving healthcare technology, this opportunity is perfect for you. Join a mission-driven organization committed to community health and innovation.

Qualifications

• 3+ years leading technical teams across multiple sites.
• Expert knowledge in end-user computing hardware and software support.

Responsibilities

• Lead the Deskside Support team ensuring SLA compliance.
• Oversee daily operations and manage schedules for 24x7 support.

Skills

Leadership

Customer Service

Problem Solving

Time Management

Communication

Education

University Degree in Computer Related Field

College Diploma in Computer Related Field

Tools

ServiceNow

Microsoft 365

SCCM

MDM Platforms (Microsoft InTune)

Active Directory

Job description

Position: Team Lead – Deskside Support

Dept.: Information Services

Posting ID: 1111

Role/Level: PG11 ($46.39hr- $57.98hr)

Status: Permanent Full Time

Site: Cross sites

Shift: Monday-Friday (9am - 5pm)

Posted: January 2, 2025

Internal Deadline: January 9, 2025

Trillium Health Partners (THP) is one of the largest community-based acute care facilities in Canada. Comprised of the Credit Valley Hospital, the Mississauga Hospital and the Queensway Health Centre, Trillium Health Partners serves the growing and diverse populations of Mississauga, West Toronto and surrounding communities and is a teaching hospital affiliated with the University of Toronto.

Our Mission: A New Kind of Health Care for a Healthier Community

Our Values: Compassion, Excellence, Courage

Our Goals: Quality, Access, Sustainability

Our Enablers: People, Education, Innovation, Research

This position reports to the Manager, IT Customer Service Management.

JOB DUTIES AND RESPONSIBILITIES

• Leading the Deskside Support team by providing the coaching and direction necessary to ensure support incidents, requests and tasks are completed in accordance with THP’s Service Level Agreements (SLA).
• Oversee the day-to-day operations and assigned projects of the Deskside Support team.
• Leading projects for the IT Customer Service Management team as required.
• Responsible for providing mentorship and motivation, development and support for the Deskside Support team.
• Create and manage schedules for the team, ensuring adequate coverage 24x7 as well as participation in the on-call rotations as required.
• Escalation point for all Deskside Support issues, incidents and requests.
• Collaborate with other teams, including the Service Desk and Operations, to ensure effective end-to-end reporting, support, and maintenance processes are in place across IT Operations.
• Participating in the hiring of new team members for the Deskside Services team.
• Effectively communicate departmental goals and expectations to team members.
• Work with IT teams to ensure proper project transitioning to support, this will include training, and support documentation.
• Defining support documentation requirements and ensure documentation has been created/updated.
• Create, track and trend departmental KPI’s and recommend improvement measures.
• Travel between THP sites will be required.
• Ensures continual process improvement.
• Other duties as assigned.

JOB QUALIFICATIONS

Knowledge

• University Degree or College Diploma in a computer related field or equivalent work experience is required.
• Expert knowledge/experience with end-user-computing hardware and software support.
• Excellent understanding of concepts related to Information Systems and technology solutions.
• Expert knowledge/experience in mobile device hardware and software such as iOS, and Android.
• Experience with image management in a large multi-site environment and advanced enterprise-wide software deployments using SCCM.
• Comp TIA A +, CCNA, MCSE, ITIL Foundations ver 4 certification preferred.

Experience

• 3+ years’ experience leading large technical teams across multiple sites.
• 5+ years’ customer support experience required.
• 5+ years’ experience as Deskside Support/Level 2 role.
• 5+ years’ experience required with ITSM tools such as ServiceNow.
• 2+ years project management experience.
• Experience with MDM platforms such as Microsoft InTune.
• Experience supporting Microsoft 365 applications.
• Experience with enterprise directory platforms such as Active Directory and Azure Active Directory.
• Experience in implementing best practices, governance, and process improvement.
• Healthcare experience preferred.

Skills and Abilities

• A proven leader with the ability to set direction, align, motivate, and inspire others.
• A multitasker with the ability to prioritize and adapt to changing environments and processes.
• Exceptional organizational and time management skills.
• Strong verbal and written communicator with a focus on providing excellent customer service.
• Able to easily adopt new ideas and concepts while presenting them in a business and user-friendly manner.
• Great problem solving skills and the ability to logically analyze technical processes.
• Works well under pressure and time constraints and can prioritize competing priorities appropriately.
• Strong presentation and meeting facilitation skills.
• Self-motivated with good analytical skills.
• Proficiency in Microsoft Word, Excel, PowerPoint and Outlook are required.

Internal Candidates who believe they possess the necessary qualifications and experience for this position and who have been in their current position for at least six (6) months are encouraged to apply.

To pursue this career opportunity, please visit our website:

www.trilliumhealthpartners.ca

Trillium Health Partners is an equal opportunity employer committed to fostering a healthy, safe and respectful environment for healing, based on our values compassion, excellence and courage. To be Better Together, we commit to fostering a respectful workplace culture that promotes a safe and supportive environment for everyone who provides care, supports caregiving, receives care or visits the hospital.

In accordance with the Accessibility for Ontarians with Disabilities Act, 2005 and the Ontario Human Rights Code Trillium Health Partners will provide accommodations throughout the recruitment and selection process to applicants with disabilities. If selected to participate in the recruitment and selection process, please inform Human Resources of the nature of any accommodation(s) that you may require in respect of any materials or processes used to ensure your equal participation.

All personal information is collected under the authority of the Freedom of Information and Protection of Privacy Act.

Trillium Health Partners is identified under the French Language Services Act.

We thank all those who apply but only those selected for further consideration will be contacted.