SUMMARY OF THE POSITION
Reporting to the Assistant Director, and the Director Information Services, the incumbent will provide leadership in a context of major transformation requiring a strong approach in change management and communication, skills in development and maintenance of collaboration environment, and an openness to continuous improvement.
The incumbent will be responsible for managing the operation of the helpdesk and the technician team. This role is crucial to ensure users requirements are met in terms of communication, prioritising, escalating and resolving incidents and requests.
The incumbent provides leadership and mentoring to the Support Team and will drive a culture of continual process improvement.
SPECIFIC FUNCTIONS Lead, support, and assist the helpdesk and technician team across multiple locations. Develop and implement a comprehensive multi-site technical support strategy. Monitor calls, response times, and customer satisfaction to ensure quality assurance. Liaise with key teams to ensure all requests and incidents are completed and resolved. Provide support and guidance on new requests and incidents, ensuring all tickets are accurately created, assigned, prioritized, and completed. Monitor adherence to SLAs and take corrective actions when necessary. Ensure support documentation and the knowledge base are updated. Produce, prepare, and issue monthly reports to IT Direction. Maintain high customer service standards while effectively identifying and addressing technical problems in a timely manner. Lead the analysis of recurring technical problems, identify root causes, and implement preventative measures to minimize disruptions. Manage daily schedules of help desk staff and technician tasks. Monitor team productivity and identify areas for improvement. Act as an escalation point for complex technical issues. Track key performance indicators (KPIs) such as ticket resolution time, customer satisfaction, and first contact resolution. Generate reports on help desk performance to identify trends and areas for improvement and evaluate the quality of recorded calls. Identify and implement process improvements to streamline help desk operations. Develop and maintain a comprehensive knowledge base for troubleshooting and user reference. Ensure excellent customer service by providing timely and accurate responses to user inquiries. Manage customer expectations and address complaints effectively.
REQUIREMENTS
Education and experience Bachelor's degree in computer science or information systems management; Master's degree in administration or computer science in a discipline relevant to the duties is considered an asset; Significant professional experience in a senior management position related to Information Services activities; Professional experience in a large health care institution; Excellent knowledge of information and communication technologies; Demonstrated expertise in information systems (application and infrastructure); Significant experience coordinating complex IT projects.
Knowledge and abilities Solid knowledge of the laws, regulations, networks, wayfindings and programs for managing institutions in the health and social services environment of the MSSS; Strong knowledge of current issues and trends in the MSSS; Knowledge of the needs, program and management issues and context related to First Nations health and social services; Strong knowledge of the Regional Council's strategic planning, organization, coordination, planning and budgetary evaluation; operational systems for planning, organization, coordination and quality assurance; Good knowledge and experience in the operation and functioning of an Executive Director's office; Strong document analysis and summarization skills; information management; Good knowledge and experience in developing policies and procedures; Good knowledge and experience with management information systems and databases; Solid record in a senior level of administration and experience in information management; Knowledge of the James Bay and Northern Quebec Agreement, Section 14 and the Cree Native Health and Social Services Act is considered an asset; Knowledge of Cree culture; Ability to apply Eenou/Eeyou culture, values and teachings to the job is considered an asset; Ability to use administrative computer applications including Word, PowerPoint, Access and Excel; Excellent interpersonal communication and leadership skills and ability to work in teams; Ability to collaborate effectively with the staff in a matrix organization; Excellent communication, listening, writing and presentation skills; Results-oriented, methodical, self-directed, flexible and able to multitask; Excellent critical thinking, synthesis, organization and decision-making skills applied to planning and solving problems; Ability to prioritize and to work under pressure; Ability to analyze data and identify trends to inform decision making; Experience with help desk ticketing systems and service management tools.
LANGUAGE Fluency in English; Fluency in Cree, French or both languages are an asset.
OTHER Willing to be on-call when needed; Willing to travel.
