Job Description

Bayshore HealthCare is one of the country's leading providers of home and community health care services and is a Canadian owned company. Bayshore HealthCare is proud to showcase its achievement as a Platinum member of Canada's Best Managed Companies Program every year since 2006.

The Manager, Branch IT Support & Experience reporting to the Director of IT Operations will be responsible for managing the performance of the Technology support team at our government and private branches by driving productivity, process standardization and improve the experience branch staff have when interacting with IT systems. The role will also act as the National Lead for all ISSU (Information Systems Super Users) and TSA (Technical Support Analysts) and enhance our Branch experience through alignment of ISSUs and TSAs within IT Operations.

The role will bring a demonstrated passion for excellent learner experience, both virtually and in person for our end users. The role will also focus on onboarding and offboarding experience for our staff across our branches.

Key Duties and Responsibilities

• Act as the primary liaison between IT and Branch Technology Support staff to define needed technology solutions to drive efficiencies and enhance user experience.
• Champion constant improvement opportunities and challenge existing support processes, seeking to streamline and standardize while maximizing effectiveness.
• Responsible for standardizing training for all support staff nationally to maintain a high standard of service levels and end user experience satisfaction across all Branches.
• Be the change agent to drive customer-oriented culture across IT organization.
• Conduct service performance review with all ISSUs and TSAs to maintain service excellence culture.
• Collaborate with ISSU's and TSAs at branch locations across the Bayshore network to understand gaps and determine solutions which are aligned to IT policies, procedures, and standards.
• Responsible for management of SLAs and other Service Delivery metrics across Bayshore branches.
• Build close relationships with ISSUs/TSAs and their respective Area Directors to ensure positive user experience in the consumption of all IT Services across branches.
• Liaise with internal & external IT partners along with ISSUs/TSAs to ensure that gaps in customer experience - irrespective of where they occur in the journey are plugged.
• Enhance ISSU training from a technical and process perspective following ITIL best practices.
• Ensure the Branch user experience strategies are aligned to the larger global IT visions/objectives.
• Assist in the development of trouble shooting programs that will enable the success of our ISSUs/TSAs
• Source opportunities for standardization and optimization
• Implement Best Practices for end user technology adoption and create SOPs/Knowledge base articles.
• Identify and analyze technical problems, plan, task, and solution. Ensure patching of End User Systems remains current by partnering with Cyber Security team.
• Develops and administers technical training programs.
• Monitor, assess and escalate tickets to appropriate team/SME/resources to effectively manage ticket volume and drive activities to quick and timely resolution of issues.
• Support development of new and/or improved business solutions by sharing recurring client concerns, performing in-depth analysis/research of technical issues, and proactively identifying potential issues.
• Partner with Senior Management team to analyze and understand business and client requirements and to determine technology service and support requirements.
• Participate in root cause analysis, debugging, support, and post-mortem analysis incidents and service interruptions.
• Ensures IT Asset Management and inventory is accurate and kept up to date as per IT policies across all branches.

Other

• Participate in ongoing internal and/or external continuing education activities
• Adhere to Bayshore Policies and Procedures.
• Participate in quality activities and continuous improvement initiatives in keeping with the company's Quality Management System
• Participates in proactive Health & Safety activities while performing all duties. Is responsible to notify immediate Supervisor of any Health & Safety risks or concerns. Responsible for completing Accident Reports for all direct reports who injure themselves on the job, within 24 hours of the incident.
• Maintains confidentiality of client and corporate information and discusses same only with appropriate Bayshore personnel
• Complete other tasks as requested

Reporting Relationships : Technical Support Analysts will be reporting directly to the Manager, Branch IT Support & Experience.

Work Location : Mississauga National Office ( Hybrid ) This role is hybrid, with occasional travel to the branches.

Qualifications

Education

Completion of a Bachelor's degree in Management Information Systems, Computer Information Systems, Computer Science, or a related discipline.

Experience

• Several years of progressive and successful management experience in a client service or end user computing area.
• Experience Leading Service Desk Technologies and enterprise platforms such as Office 365, Exchange, SharePoint, Active Directory, and other on-premises and SaaS related solutions.
• Extensive IT End User and Collaboration support experience in a related environment.
• Extensive experience with ticketing tool ServiceNow.
• Understanding of Desktop architecture and endpoint management tools such as SCCM, InTune, etc.
• Working knowledge of ITIL framework and its applicability within the enterprise
• Experience leading high-performance team of employees and service providers to deliver a quality set of integrated services with adherence to standard processes, tools, and service levels
• Strong knowledge of IT Infrastructure, Windows OS, Applications and cybersecurity controls and practices.
• Excellent relationship, negotiation, stakeholder management and facilitation skills
• Leadership skills, ability to motivate people
• Self-motivated, organized, and able to meet deadlines

Other Skills and Abilities

• Ability to conduct and direct research into IT issues and products as required. Ability to present ideas in business-friendly and user-friendly language.
• Ability to perform general mathematical calculations for the purpose of creating business cases, budgets, etc.
• Highly self-motivated and directed. Strong attention to detail.
• Proven analytical, evaluative, and problem-solving abilities.
• Ability to effectively prioritize and execute tasks in a high-pressure environment.
• Exceptional customer service orientation. Extensive experience working in a team-oriented, collaborative environment.
• A preference to work in a fast-paced environment and be a member of a closely-knit, high-performance team. Self-motivated with a strong tolerance to ambiguity and change.

Bayshore is committed to a high quality and safe environment for both our staff and clients/patients. At Bayshore all new hires must have received the full series of a COVID-19 vaccine or combination of COVID-19 vaccines approved by Health Canada.

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