POSITION SUMMARY :
Reporting to the ICT Operations Manager, the Supervisor plays a key role in providing direct leadership, guidance, training and support to Desktop Support Analysts, Service Desk Operators and Audio Visual Media Specialists.
The Supervisor will provide technical expertise, leadership and guidance to maintain and enhance ICT SLA deliverables, daily work requests and projects.
This individual will ensure that system hardware, operating systems, software systems, and audio video equipment and all related procedures adhere to organizational values and policies.
Activities may include the definition of needs, benefits, and technical strategy; research & development of technical solutions;
technical analysis and design; and support of Desktop, Service Desk and Audio Visual operations staff to achieve continual service improvement in ICT Operational group.
Co-ordinate and liaise with PMO, Clinical, Business staff and Management to ensure effective support and customer service.
Bachelor’s Degree in Business Management, Information Technology, Computer Science or Community College Diploma in Information Technology (focus on Network Technology and / or software development / applications)
7-10 years experience working with Service Desk environment following ITIL Foundations principals and using a Service Desk ticketing system7-
10 years experience with supporting large Microsoft Windows PC Desktop environment
3 -5 years experience using media technology, common technology tools and applications, understanding of the audio and visual industry, customer service skills and delivery focused
Proficient in MS Office Suite of products including MS Word, Excel, Outlook, PowerPoint
Experience and good working knowledge of MS SharePoint
Advanced knowledge of personal computer operating systems hardware and peripherals.
Effective listening and comprehension skills to interpret user requests and resolve support problems.
Communicate effectively with technicians / operators and the client at all levels of the organization
Well-developed problem solving and analytical skills to identify and report on team's progress, business trends, initiatives, customer and employee issues
Experienced with change, incident, problem management and service deliverables
Working knowledge of ITIL Foundation practices and processes
Experience in a Hospital / Healthcare environment is an asset
Working knowledge of networking is an asset
Technical lead, working with the Desktop Support Analysts, Service Desk Operators and Audio Visual Media Specialist
In collaboration with ICT Operations Manager, the supervisor is responsible for hiring, training and orientation of staff to their duties, providing direction and monitoring workflow, managing attendance and performance, liaising with Labor Relations on employee issues, reporting incidents and responding to health and safety concerns.
Oversee and follow-up technical issue resolutions, provides technical guidance to peers
Provide technical advice and guidance during new system design / planning
Provide technical oversight and review to achieve continual service improvement in ICT
Researches, advises and recommends solutions to users / departments with unique requirements
Recognizes problem trends and performs preliminary analysis of problems affecting the user community and proactively escalates the issue for resolution within Operations or Applications teams
Develops and designs User Acceptance Testing criteria for enterprise-wide desktop solutions
Assist with development and maintenance of enterprise-wide disaster recovery and business continuity plans at the Desktop and Service Desk levels
Act as a supervisor and point of contact for ICT related projects
Work with the ICT peers to improve project support documentation for teams
Work with Desktop to prioritize and enhance support and service levels
Work with the Service Desk operators to balance the workload and find ways to enhance our levels of service
Work with Media Specialist to ensure Audio Visual services are co-ordinated and effectively delivered to customers
Work with Manager, ICT Operations to enhance efficiencies within the Service Desk and Desktop groups
Work with Manager and peers to improve computer imaging and software distribution / inventory
Work with all Service Desk operators to enhance first call resolution and ensure that urgent unanticipated requests are acknowledged and resolved
Work with Manager, ICT Operations to enhance department processes
Review and analyze trending data to investigate common problems, process improvements or cost saving opportunities
Review the performance of the Service Desk on a monthly basis to ensure performance and value to the company was met, focussing on SLA results.
Analyze and recommend improvements in technology standards across the organization
Conduct analysis and research to remain current and knowledgeable in Healthcare Technology Industry trends and emerging technologies to support and improve processes and systems
Evaluates and recommends upgrades to desktop and portable computers and provides advanced knowledge on functionality of various options
Manage and coordinate resources for departmental computer / printer moves
HOURS OF WORK : Monday to Friday, days
Monday to Friday, days