JOB POSTING #: 891870
POSITION: Service Desk - Team Lead (3)
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)
UHN is transitioning its outsourced service desk to an insource service model. The Service Desk Team lead will be responsible for working with the Service Desk Manager to create a service model that will ensure the provision of customer service excellence to team UHN. The successful candidate should have excellent interpersonal and conflict management skills. This role will work closely with the Service Management team, Application Support and IT On-site Support teams to ensure a timely and seamless customer experience.
Service Desk Activities
Assist Service Desk Agents with escalations, troubleshooting and technical questions
Train, coach and mentor Service Desk agents on standard operating procedures and provide effective feedback to promote growth of the team
Manage agents 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
Perform queue management and ensure SLAs are met
Handle escalated calls with a focus on improving customer satisfaction
Participate in the IT Support 24/7/365 rotation
Auditing and Reporting
Assist the Service Desk Manager with the oversight of the Service Desk including managing staff, scheduling, development of procedures, processes, and other essential functions.
Create reports as requested by Service Desk Manager
Analyze data to ensure operating procedures are being followed/SLAs are being met and provide suggestions for service improvement
Provide timely updates
Update knowledge articles, where appropriate
Enter time in the Digital Time Capture System (ChangePoint)
Complete any additional ad hoc tasks assigned
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
POSTING DATE: January 21, 2022 ENDING DATE: February 7, 2022
Talent Acquisition Consultant, People and Culture
Posting # 891870
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.