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Job Details  * This vacancy is now closed *
Job Title:

Posted Date:
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Job Description



POSTING DATE: 13 March 2020
CLOSING DATE: 27 March 2020

WAGE RANGE: $48.837 TO $55.254 per hour

Reporting to the IT Manager, the Supervisor role will provide leadership to the ICT Service Desk to ensure that end users are receiving the appropriate assistance. This includes the responsibility of managing all procedures related to identification, prioritization and resolution of incidents, including the monitoring, tracking and coordination of Service Desk functions. The Service Desk Supervisor is also responsible for planning, designing and analyzing the organization's service desk according with best practices, while ensuring high levels of customer service quality and availability. This role will develop, implement, maintain and oversee policies and procedures to ensure consistent service levels and quick resolutions. The Supervisor is also responsible for staffing capacity planning, service process design, performance analysis, and developing proactive resolution plans. The Supervisor will also contribute to escalated problem resolution and outage reporting while working in conjunction with Supervisor Operations and Technical team to address issues reported by users.

Strategy & Planning
o Develop Service Level Agreements (SLAs) to establish problem resolution expectations and timeframes.
o Develop policies and procedures that outline how problems are identified, documented, assigned and corrected.
o Analyze performance of Service Desk activities and documented resolutions, identify problem areas, and devise and deliver solutions to enhance quality of service and to prevent future problems.
o Plan and conduct performance appraisals of Service Desk staff, administer disciplinary action, raises, and promotions when necessary.
Acquisition & Deployment
o Prepare budget proposals and operational expenditure statements.
o Collaborate with other departments to identify and/or procure Service Desk software for internal staff and external clients.
o Conduct research on emerging products, services, protocols and standards in support of service desk technology procurement and development efforts.
o Liaise with vendors for the procurement of new systems technologies; oversee installation and resolve adaptation issues.
o Ensure appropriate training initiatives for new and existing staff.
o Purchasing and deployment tasks.

Operational Management
o Manage the processing of incoming calls to the Service Desk via both telephone and e-mail to ensure courteous, timely and effective resolution of end user issues.
o Develop and enforce request handling and escalation policies and procedures.
o Track and analyze trends in Service Desk requests and generate statistical reports.
o Assess need for any system reconfigurations (minor or significant) based on request trends and make recommendations.
o Identify, recommend, develop and implement end user training programs to increase computer literacy and self-sufficiency.
o Oversee development and communication of help sheets, usage guides and FAQs for end users.
o Oversee the development, implementation and administration of service desk staff training procedures and policies.
o Train, coach and mentor Service Desk Analysts.
o Manage the overall desk activities and staff.
o Contribute to escalated problem resolution by giving in-person, hands-on support to end users when necessary.
o Attend Change Advisor Board (CAB) meetings.
o Monitor incident trends and anticipate potential problems for proactive resolution.

o University degree in computer science or electrical engineering and/or 8-10 years equivalent work experience
o A minimum of 5 years' experience in healthcare or information technology required
o A minimum of 5 years leadership experience preferred
o ITIL V3 Foundation certification required
o Extensive ServiceNow experience and certification preferred
o Experience with Integrate Bed Terminal (IBTs) preferred
o Other certifications in ITIL, Exchange, Hyper-V, Nutanix, VMware preferred
o CBAP and/or PMP designation would be an asset
o Experience with Citrix XenApp/Xen Desktop, Storefront and Netscaler would be an asset
o 8-10 years experience working with Service Desk environment following ITIL best practices
o 8-10 years experience with supporting large Microsoft Windows PC desktop environment
o Knowledge in SCCM, SCOM preferred
o Actively involved in continuing education opportunities
o Proven experience in overseeing the design, development, and implementation of software and hardware solutions, systems, or products
o Proven ability for requirements gathering, process evaluation and conduct research into system and applications
o Knowledge of applicable Healthcare data privacy practices and laws
o Previous Healthcare Experience would be an asset
o Self-starter with ability to self-manage at required service and work performance standards; Able to set high standards for results, and once achieved, able to raise the standards even higher
o Ability to communicate ideas in both technical and user-friendly language
o Highly self-motivated and directed with keen attention to detail
o Proven ability to work with a wide range of stakeholders and to build strong relationships
o Evidence of effective customer service, organizational, interpersonal, communication, leadership, judgement, critical thinking and decision making skills
o Excellent interpersonal, oral and written communication skills and commitment to quality customer service
o Ability to meet, prioritize and manage multiple simultaneous tasks and deadlines
o Consistent and regular attendance required

Recruitment Specialist: Carrie Garritsen

Niagara Health is committed to Employment Equity, welcomes diversity in the workplace, and encourages applications from all qualified individuals including women, members of visible minorities, aboriginal persons, and persons with disabilities. In accordance with the Accessibility for Ontarians with Disabilities Act, 2005 and the Ontario Human Rights Code, Niagara Health will provide accommodations through the recruitment 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.