Team Lead, Service Desk

eHealth Saskatchewan; Saskatoon; On-site; CAD 70,000 - 110,000; Full time

Job summary

An established industry player is seeking a dedicated leader to manage a dynamic IT Service Desk team in Saskatoon. This role involves supervising shift workers, enhancing service delivery processes, and ensuring effective incident resolution for healthcare partners. With a focus on continuous improvement, you'll guide a team of up to 50 staff while fostering a collaborative environment. Join a growing organization that plays a vital role in enhancing healthcare through innovative technology. If you're ready to make a meaningful impact, this is the opportunity for you!

Qualifications

• Minimum five years of relevant IT experience.
• At least two years in a senior capacity within support environment.

Responsibilities

• Support scheduling and workload management for IT Service Desk.
• Analyze trends in call volumes and handle client escalations.
• Monitor performance and develop staff skills.

Skills

Supervision of shift workers

IT service delivery processes

Technical support

Windows operating systems

Management practices

Knowledge of computer hardware

Information analysis techniques

Education

Post-secondary degree or diploma in computer science

Job description

About the Role:

Reporting to the Manager, Operational Support Services the successful candidate will be responsible for supporting scheduling, supervising and workload management of up to 50 staff who work shift work 7 days a week, 24 hours a day supporting the IT Service Desk, incident resolution and service request management for our valued healthcare partners. The successful candidate will provide leadership, assign, and co-ordinate the day-to-day activities of the Service Desk team and support the unit in planning, development, and continual process improvement.

Typical Daily Duties:

This hands-on role focuses on providing support to our team, and additional tasks, including analyzing trends in call volumes, handling client escalations, representing the Service Desk Unit on various projects, staffing, and incident, service request and knowledge management activities.

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 performance of employees and helping them to meet their own objectives and those of the organization.

Manage Relations: developing and maintaining connections with other groups (internal and external to the organization) in order to increase supervisory effectiveness and meet goals.

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

• Supervising and scheduling shift workers;

• IT service delivery processes and practices;

• Monitor, coach, support the performance of employees;

• Strong technical support background;

• Windows operating systems and productivity programs;

• Management practices;

• Knowledge of IT Service Delivery Processes and Practices;

• Knowledge of computer hardware and Software; and

• Knowledge of Information analysis techniques.

After hour’s on-call and 24/7 shifting will 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 along with a minimum of five years of relevant IT experience. Additionally, at least two years of experience in a senior capacity within an integrated support environment is required. A combination of training and experience may be considered.

Why eHealth?

We may be biased, but eHealth Saskatchewan is the place to be right now! As the result of a province wide consolidation of IT services in the health care sector, we have seen substantial growth in our organization that is only going to increase as we aim to meet our expanded mandate and the immense need for our support. This gives our people a unique and rare opportunity to truly create, build, improve, and leave their mark on a growing organization.

We are a Treasury Board Crown Corporation that focuses on digital technologies to enable, support, and enhance high quality health services across the entire province. There is no greater job satisfaction than knowing the work you do is directly related to saving a life or bringing a new one into the world. Although we may not be front facing with patient care, we have a huge role in maintaining and improving IT systems and supporting health care providers and teams throughout Saskatchewan in delivering the best possible care to patients, citizens, and health system users. Programs range from primary care to acute care, and includes laboratories, pharmaceuticals and diagnostics. Additional programs and services that support patient care and information include Virtual Care, MySaskHealthRecord, the Provincial Electronic Health Record, Health Registries (eligibility for health services/distribution of health cards) and vital event records.

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 quick to change as we live our values of excellence, integrity, teamwork, courage, resilience and collaboration.

Competencies:

Communication

• Ability to write/create and communicate (verbal and written), explain or present (technical or non-technical) information to wide variety of technical and non-technical individuals and/or groups in a clear, accurate and understandable manner;

• Ability to prepare clear presentations and speak in public at level appropriate for audience.

Problem Solving

• Ability to identify, explore and evaluate options on processes and methodologies in order to develop feasible recommendations;

• Ability to identify and resolve issues that underlies conflicts in order to arrive at a viable solution;

• Manage complex situations with diplomacy.

Interpersonal

• Ability to influence others in order to pursue a mutually acceptable solutions or formal agreements;

• Ability to deal with multiple stakeholders and build cooperative working relationships with coworkers and clients to ensure credibility and confidence in services provided as well to build capacity in client's knowledge and ability to use and apply services.

Organizational

• Ability to independently prioritize and organize one’s own workload to meet tight deadlines and successfully complete projects in changing environment.

Analytical

• Ability to research, analyze and evaluate diverse information and situations to solve problems, determine alternative courses of action and reach a decision.

Teamwork

• Ability to work independently and participate as a team member to meet the needs of clients and co-workers and to build productive, positive work relationships.

If this role sounds like the opportunity you have been looking for to challenge yourself, make a difference in people’s lives, and showcase your abilities, then we would love to hear from you.

SGEU Level: 10SIT

Anticipated Start Date: June 2025

Location: Saskatoon