Newfoundland and Labrador Centre for Health Information Looking for Service Desk Provincial Team Leader at St. John’s, NL Full Time

Competition Number: 2022 SDPTL 011 (please quote in application)
Salary Scale: HL-21 ($68,450 – $88,984)
Closing Date: April 3, 2022

About Us

At the Newfoundland and Labrador Centre for Health Information (the Centre) we provide quality information to health professionals, the public, researchers, and health system decision makers. Through collaboration with the health system, we support the development of data and technical standards, maintain key health databases, carry out analytics and evaluation and support health research. We support the regional health authorities, as well as the patients and communities they serve, in the delivery of information technology (IT) and eHealth services applied in the healthcare system to provide quality care. Our mandate also includes the development and implementation of a confidential and secure provincial electronic health record as well as other provincial clinical information programs, including the change management required to support adoption by end user clinicians.

About the Role

We are currently looking for a creative problem-solve and mentor to join our service desk leadership team. As the Service Desk Provincial Team Lead you will be responsible for monitoring workflow and identifying and implementing opportunities for improvement. You will manage escalations, identity management process development, and interdepartmental relationships with a mind towards Customer Service. You will also provide coaching and training with service desk staff to ensure consistent customer service is provided between all teams.

About You

Your education and experience include:

· Minimum 2-year Post-secondary Diploma in Information Technology, or another related field

· Ten years’ combined experience providing technical customer service and call centre leadership experience.

You have the following skills and abilities:

· Strong client service skills

· Excellent communication and interpersonal skills

· Self-motivation with sound judgment skills

· Ability to work both independently (with minimal supervision) as well as part of a team environment.

· Effective organizational and time management skills

· Strong understanding of privacy, confidentiality, and access issues

· Sound knowledge and experience of incident, change and problem management disciplines – particularly as part of an ITIL environment

· Effective analytical and problem-solving capabilities

It would be an asset if you have:

· ITIL certifications

Demonstrated equivalencies may be considered.

Other Information

We can offer you a respectful and engaging workplace that provides:

· Meaningful work

· Medical and dental benefits

· A defined benefit pension plan

· Flexible work arrangements

· Work-life balance

· A generous paid leave program (six weeks)

· An active social club

· An employee and family assistance program

· An innovative, energetic, and forward-thinking workplace culture

If you are interested in this challenging and rewarding career opportunity, please apply through https://www.nlchi.nl.ca/index.php/careers.

We thank all candidates for their interest; however only those selected for further consideration will be contacted.

Any offer of employment will be conditional upon completion of required background checks including acceptable professional reference checks, provision of a satisfactory certificate of conduct, confirmation of educational credentials, verification of full vaccination or approved exemption for COVID-19, and validation of legal entitlement to work in Canada, if applicable.

For more information, please visit www.nlchi.nl.ca.

Applicants agree that by providing personal information in response to this ad, they consent to the collection, use and disclosure of personal information required for the purposes of recruitment. Personal information will be used solely for the purpose of recruitment considerations for a period of one year following closing date of this competition, unless otherwise noted by the applicant.

Job Types: Full-time, Fixed term contract
Contract length: 12 months

Salary: $68,450.00-$88,984.00 per year

Benefits:

• Casual dress
• Company pension
• Dental care
• Disability insurance
• Employee assistance program
• Extended health care
• Flexible schedule
• Life insurance
• On-site parking
• Paid time off
• Vision care
• Wellness program
• Work from home

Schedule:

• Monday to Friday

Application deadline: 2022-04-03