Job Description
DEPARTMENT: INFORMATION TECHNOLOGY
POSITION LOCATION: OWEN SOUND
CLOSING DATE: JULY 28, 2023
UNION AFFILIATION: NON-UNION
STATUS: FULL-TIME
Reporting to the IT Director, the Manager, IT Operations and Client Services is responsible for Service Desk, IT Client Services and Unified Communications staff. The Manager, IT Operations and Client Services will have primary accountabilities over the following (but not limited to): supervision of assigned staff; provision of ongoing support for mission-critical communications and desktop infrastructure. Support for services and systems ensuring timely, effective and professional customer service to GBHS and our member hospitals. In partnership with the Manager, Application Services and Manager, Security Infrastructure and Solutions Integration, this role shares responsibility for the day-to-day management of the department, and supporting development initiatives from operations into development. The Manager, IT Operations and Client Services will also work closely with decision makers in other departments and organizations to identify, recommend, develop, implement and support cost-effective desktop and/or communications technology solutions for GBHS. In conjunction with the IT Director, this role is also accountable for developing and implementing short and long-term strategic plans designed to enhance the management of effective communications and end user device infrastructure in alignment with Grey Bruce Health Services (GBHS) Information Technology strategic goals. Furthermore, this position will ensure the streamlined service desk operation of the IT Department in alignment with the business objectives of the organization(s) within the GBIN (Georgian Bay Information Network) partnership; GBHS (Grey Bruce Health Services), Hanvover and District Hospital (HDH), Orillia Soliders Memorial Hospital (OSMH), Muskoka Algonguin Healthcare (MAHC) and SBGHC (South Bruce Grey Health Centre) and Mississippi River Health Alliance (MRHA).
Qualifications / Skills / Abilities:
Required
- College/University degree in Computer Sciences, a related discipline or related work experience
- Three to five (3 to 5) years of experience managing customer service programs / call centre operations including two years’ of direct supervisory experience
- Avaya technical training strongly preferred
- Minimum 3 years of experience building scalable, resilient infrastructure solutions
- Ability to incorporate the organization’s core competencies into day-to-day operations including customer service, communication, teamwork, initiative/self-management, accountability and flexibility/adaptability
- Proven management competencies including being results/achievement focused; experienced in human resources management, leadership, business planning and decision making/judgement; demonstrates professionalism and job knowledge
- Demonstrated project management, leadership, report writing/editing, research and presentation skills
- Computer literacy in applicable Microsoft Office applications, including Word, Access, Excel, Outlook, PowerPoint and internet
- Ability to work independently to develop, coordinate and maintain customer service policy, procedures and manuals.
- Ability to exercise appropriate judgement and discretion in dealing with confidential and/or potentially controversial information
- Ability to think strategically and to translate high-level strategic plans into workable tactical solutions
- Ability to work outside normal hours as required
- Available for regular assignment of GBIN IT on-call responsibilities
- Recent satisfactory performance and attendance records
- Adherence to GBHS ‘CARE’ Behaviours (Collaboration, Accountability, Respect, Excellence) and ‘LEAD’ Competencies (Lead by example, Empower, Achieve results, Develop others) and a commitment to a safe workplace free of violence and harassment
- Advocates and supports a culture of patient safety and demonstrates an understanding of how the department service and assigned responsibilities contribute to overall patient safety at GBHS through patient safety knowledge, skills and attitudes
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