Manager, Technology Support

MANAGER, TECHNOLOGY SUPPORT

POSITION SUMMARY: The Manager, Technology Support is responsible for ensuring the effective functioning of the Service Delivery model across the region enabling our customers to deliver high quality patient care or support services through the effective use of technology. This role includes but is not limited to management of Technology Support and Regional Service Desk (RSD) resources, performance reporting and benchmarking in relation to service level agreements, communications, incident, continuity, and capacity management in conjunction with other departments, and quality assurance. As part of TransForm’s Information Systems (IS) management team, this individual participates in the development and support of the strategic plan and plays a key role in stakeholder engagement in the Erie St. Clair region.
WHAT YOU’LL DO:

1. Lead the department’s operational planning, including fostering innovation, planning projects, and organizing and negotiating the allocation of resources.
2. Benchmark, analyze, report on, and make recommendations for the improvement and growth of the IT infrastructure and IT systems.
3. Manage financial aspects of the department including purchasing, budgeting, and budget review.
4. Develop business case justifications and cost/benefit analyses for Tech Support spending and initiatives, including overtime and travel expenses.
5. Develop requests for proposals.
6. Direct research on potential technology solutions in support of procurement efforts.
7. Negotiate and administer vendor and consultant contracts and service agreements.
8. Manage the deployment, monitoring, maintenance, development, upgrade, and support of all IT systems, including servers, PCs, operating systems, hardware, software, and peripherals.
9. Oversee provision of end-user services, including service desk and technical support services.
10. Work with stakeholders to define business and systems requirements for new technology implementations.
11. Keep current with the latest technologies.
12. Approve and oversee projects and project portfolio.
13. Practice asset management for IT hardware, software, and equipment.
14. Manage staffing, including recruitment, supervision, scheduling, development, performance evaluation, and disciplinary actions.
15. Establish and maintain regular written and in-person communications with the organization’s executives, department heads, hospitals, and end users regarding pertinent IT activities.
16. Provide direction to the Regional Service Desk (RSD) program coordinator for Level 1 support staff including prioritization and resolution and addressing of anomalies. Request follow up, issue escalation and compliance with policies and procedures.
17. Manage the centralized frontline processing of incoming requests to the RSD to ensure courteous, timely, and effective workflow.
18. Coordinate between Incident response teams and the RSD ensuring effective messaging to customers.
19. Manage the after-business hours support processes and resourcing.
20. Analyze performance of support activities. Quality assurance including review of documented resolutions, identifying trending areas, and devise and deliver solutions to enhance quality of service and to proactively address future events.
21. Assist in the communication between Account Representatives and member hospitals/customers.
22. Using the ITIL framework, oversee the operational aspects of service delivery. Assist the leadership in planning and developing:
    • Service Level Agreements
    • Capacity Management
    • Availability Management
    • Outsourced Services
23. Coordinate effective training opportunities within the performance management framework which will assist the staff assigned to this portfolio with the development of their range of skills.
24. Develop standards within desktop management including services and tools which can be used to support the customer base regionally.
25. Determine appropriate priorities for the Tech Support and RSD within the IS portfolio and deal with multiple, often conflicting demands.
26. Shared responsibility for the upkeep and safeguarding of production applications.

MUST-HAVES:

1. University Degree or Community College diploma in Information Technology/Business or a combination of equivalent certificates and Management experience.
2. Minimum 5 years’ leadership experience in the information technology field.
3. Familiar with ITIL framework.
4. Healthcare IT related experience an asset.
5. Experience with Service Desk applications and Microsoft Office products, such as Word, Excel, PowerPoint, etc.
6. Experience generating reports and tracking progress towards departmental goals.
7. Excellent interpersonal skills. Skilled in establishing and maintaining effective relationships with clients, vendors, and team members.
8. Proficiency with ConnectWise and Kace.
9. Strong leadership skills and experience in mentoring and development of staff.
10. Excellent written and oral communication skills.
11. Ability to conduct and direct research into IT issues and products as required.
12. Ability to present ideas in business-friendly and user-friendly language.
13. Ability to perform general mathematical calculations for the purpose of creating business cases, budgets, and so on.
14. Highly self-motivated and directed.
15. Keen attention to detail.
16. Proven analytical, evaluative, and problem-solving abilities.
17. Ability to effectively prioritize and execute tasks in a high-pressure environment.
18. Exceptional customer service orientation.
19. Extensive experience working in a team-oriented, collaborative environment.

OTHER CONDITIONS:

1. Minimal exposure to disagreeable conditions typical of an office position: exposed to stress and pressure associated with multiple priorities and deadlines.
2. Must be able to travel within the Southwestern Ontario area.
3. Must be able to work evenings and weekends, when required.

ABOUT US: TransForm Shared Service Organization, a non-profit, unique, innovative, results-driven organization founded by hospitals in the Erie St. Clair region. Our services include: clinical and business system application support, integration and development, information system infrastructure, information privacy, security, IT break fix, project management as well as other back office support services. As a strategic solutions centre committed to exceptional service delivery, TransForm leads, innovates and supports health system transformation. If you are service-oriented, dedicated to exceeding performance expectations and interested in reaching your full potential, TransForm is for you! We welcome and appreciate your interest in our organization. Want to know more about TransForm? Visit our website.HOW TO APPLY:

1. Please email a copy of your cover letter and resume to HR@transformsso.ca.
2. Reference the job and where you found the job posting in the subject line of the email.

TransForm is committed to employment equity and welcomes diversity in the workplace. TransForm encourages applications from all qualified individuals including women, members of racialized communities, indigenous persons, immigrants & refugees, persons with disabilities, and persons of any sexual orientation, gender identity or gender expression. Upon request, accommodations for disabilities will be provided to support participation in all aspects of the recruitment process.By applying to this position, you are confirming you possess Canadian citizenship or a permanent resident status or work permit. We thank all applicants for their interest. Only those selected for an interview will be contacted. TransForm is currently not accepting applications or solicitation from recruitment agencies. Thank you for your cooperation.STAY CONNECTED TO US: Follow us on LinkedIn, Facebook, Indeed, and X for the latest job postings and news!