Job Description

JOB POSTING #: 904101
POSITION: Research - Team Lead
DEPARTMENT: UHN DIGITAL
LOCATION: All sites
STATUS: Permanent Full-time, 37.5 hours per week
Salary: H007 - $73,535 - $91,000 per year (based on skills and competencies) Transforming Healthcare Delivery! University Health Network (UHN) is Canada's largest academic health sciences center and is affiliated with the University of Toronto. Building on the strengths and successes of our four remarkable hospitals and academic institute; Toronto General Hospital, Toronto Western Hospital, Princess Margaret Hospital, Toronto Rehabilitation Institute, and Michener Institute. UHN brings together new tools, technologies and talent to make us an international leader in healthcare and the ideal place to build your health technology career. For more information on UHN, visit www.uhn.ca. UHN Digital delivers information management and technology services for the entire organization and is responsible for assisting UHN staff and students in transforming lives and communities. Overview of the position: UHN Digital is improving customer service delivery across the organization because timely support of UHN staff and students is paramount to our ability to transform lives and communities. Our mission is to digitally enable UHN and this position is the catalyst for rolling out this vision to our organization. The Team Lead role for Research will be a key contact for all of UHN users on information technology programs, systems and devices, responding to escalated issues in a professional and timely manner. The Technical Support team will take ownership of issues brought to them and proactively look to improve our systems and streamline service delivery. The ideal candidate will make mentoring and leading the Research support team their primary goal and aim to build the trust of our clinical, research, education and administration staff. The Research Team Lead will perform a variety of tasks and may need to work across all of our sites. The broader team provides 24/7 coverage to ensure we are supporting our users and critical systems.

KEY RESPONSIBILITIES

• Assist support technicians with escalations, troubleshooting and technical questions
• Train, coach and mentor support technicians on standard operating procedures and provide effective feedback to promote growth of the team
• Manage support technicians work schedule and provide backup support as and when required
• Review and approve incident escalations and assignments outside of Service Desk and ensure appropriate documentation has been included
• Oversee KB usage, ensure agents link Knowledge articles to tickets, flag KBs for any changes/updates and request new KB when necessary
• Identify areas for process improvements
• Monitor trends and propose Major Incident to Service Management Team when criterions for an MI are met
• Participate in MI bridge calls
• Schedule and coordinate regular Team meetings
• Work with the manager to develop, implement manage goals for the department with align both with the institute and changing Technological need
• Develop and coordinate strategies to improve desktop computing for the Research community
• Perform queue management
• Handle escalated calls with a focus on improving customer satisfaction
• Participate in the IT Support 24/7/365 rotation

Auditing and Reporting

• Assist the Manager with the oversight of the Research team including managing staff, scheduling, development of procedures, processes, and other essential functions.
• Create reports as requested by Technical Support Manager
• Analyze data to ensure operating procedures are being followed/SLAs are being met and provide suggestions for service improvement

Administrative Activities

• Provide timely updates
• Update knowledge articles, where appropriate
• Enter time in the Digital Time Capture System (ChangePoint)
• Complete any additional ad hoc tasks assigned

Supervisory Aspects

• Ensures that assigned staff are trained in the structure, purpose and dynamics of team effectiveness.
• Identifies ways staff can be appropriately trained and attain the knowledge required for the responsibilities of their respective positions.
• Discipline: Interpersonal dispute management by resolving disputes, concerns and/or problems within the department in a manner that is fair and consistent with organizational/corporate and departmental policies.
• Performs staff scheduling for on call, over-time, projects and tasks; prioritizes and assigns work to analysts as required, with respect to both operational and/or projects; ensures work-life balance is maintained for each staff member on their team.
• Approves vacation, telecommuting, flex day, sick day, float day, anniversary day requests.
• Helps the Manager, Software Development define the roles and responsibilities of analyst positions within the team.
• Interviews potential candidates for posted positions.
• Reviews policies and procedures with staff to ensure they have an in-depth understanding of the UHN, and departmental policies and procedures.
• Maintains responsibility for the management, operation and organizational effectiveness of the team, including managing aspects of human and financial resources.
• Performs performance reviews on a regular basis with assigned staff; develops staff potential through tasks/assignments and creates career paths, as applicable.

Works in compliance of the Occupational Health & Safety Act and its regulations, reporting hazards, deficiencies and contravention’s of the Act, in a timely manner. Knowledge and Education:

• At minimum, completion of a 3 year community college program in computer Science/Information Technology or recognized equivalent required
• at a minimum over 3 years up to and include 4 years practical and related expereince and/or 2 years of on-the-job training required
• ITIL v3 foundation Certification (PPO/RCV or ST/SO) preferred
• Excellent interpersonal and written communication skills
• Proven leadership, project and organizational skills to work with all levels of management and execute work activities to meet IT and customer expectations
• Ability to manage time and meet multiple deadlines in a hectic work environment
• Detailed orientated, process focused, self-motivated and the ability to multi task
• Communicates in a clear, concise manner both written and verbal.
• Must have strong leadership skills
• Able to work with minimal supervision on simple to moderately complex tasks.
• Able to work with multidisciplinary teams in a positive and productive manner.
• Ability to effectively deal with high priority unscheduled tasks and problems.
• Understands how various issues affect each other and the outcome of projects.
• Self-motivated team player.
• Ability to operate a personal computer and working knowledge of Windows 10, Microsoft Office and Outlook.
• Customer service excellence
• Experience working in healthcare or regulated environment of similar complexity preferred
• Experience with ITIL processes
• Working experience with ServiceNow
• Working knowledge of Configuration Management principles, concepts, practices and CM Standards (ie: CMII, EIA-649, ISO10007 or AS9100)
• Experience and knowledge of Incident, Problem and Change Management principles, methodologies and tools
• Experience with process development

Vaccines (COVID-19 and others) are a requirement of the job unless you have an exemption on a medical ground pursuant to the Ontario Human Rights Code.
POSTING DATE: August 11, 2022 ENDING DATE: August 18, 2022
For current UHN employees, only those who have successfully completed their probationary period, have a good employee record along with satisfactory attendance in accordance with UHN's attendance management program, and possess all the required experience and qualifications should apply. University Health Network thanks all applicants, however, only those selected for an interview will be contacted. UHN is a respectful, caring, and inclusive workplace. We are committed to championing accessibility, diversity and equal opportunity. Requests for accommodation can be made at any stage of the recruitment process providing the applicant has met the Bona-fide requirements for the open position. Applicants need to make their requirements known when contacted.