Manager, User Support Services (Northern Zone Manager)

at  Province of Nova Scotia

Salary Range: $3,687.15 - $4,608.93 Bi-Weekly / $95,865.90 - $119,832.18 Annually (EC 12)
Position Status: Permanent
Benefits: Paid Holidays, Vacation, Family Leave, Health, Dental, and Defined Benefits Pension
Location: TRURO
Department: Cyber Security & Digital Solutions
Classification: Exclusion - Non Union - NSPG
Closing Date: 2/5/2025 (Applications are accepted until 11:59 PM Atlantic Time)

QUALIFICATIONS AND EXPERIENCE

To be successful in this role, you will have a minimum of 5 years’ experience in a leadership position, or an equivalent combination of training and experience.

You will have the following:

• Experience managing partner-focused teams and fostering a positive team culture.
• Experience motivating teams to provide excellent service and building relationships with partners.
• Experience coaching and mentoring staff on new processes and technologies as well as developing and enforcing SOPs.
• Experience monitoring and managing service levels.
• Experience managing budgets.
• Experience in identifying and implementing improvement opportunities.
• Experience in decision-making in the development and ongoing management of high-quality digital support services.
• Experience leading continual service improvement initiatives by leveraging internet-era practices and collaborating with multidisciplinary teams to achieve business/policy outcomes.
• Experience working in a healthcare or public sector environment.
• Experience in on-premises and cloud-based environments, supporting large, mission-critical 24x7x365 environments.
• Knowledge of project management methodology, ITIL processes, and IT and security policies and procedures.
• Establishing KPIs, monitoring results and trends, and using them to drive continual service improvement.
• Excellent communication and interpersonal skills.
• Flexibility and adaptability to changing business priorities.

As the Manager, User Support Services your primary accountabilities will include:

• Managing a team of partner-focused employees in the delivery of high-quality, secure digital services to our partners at the IWK, Nova Scotia Health, and the Government.
• Ensuring the team meets service level objectives.
• Ensuring that the team follows all operational processes related to device deployment, device management, incident management, service request fulfillment, configuration change management, asset management, and problem management.
• Promoting a culture of trust, teamwork, and psychological safety.
• Working with various stakeholders across Government and Healthcare to build collaborative relationships and find new ways to innovate.
• Keeping a strong focus on delivery priorities, being accountable for delivery, and responding swiftly to changing user needs.
• Working with multidisciplinary teams to promote internet-era ways of working and providing strategic direction to achieve digital transformation.
• Keeping people informed and engaged by working openly and sharing user stories.
• Setting measurable goals and reporting metrics for your team to demonstrate progress and achievement.
• Leading or contributing to digital transformation activities such as standardization and rationalization initiatives, functional improvements, or business process improvements.
• Communicating with partners about service requirements, service fit, service quality, service issue resolution, and service access processes

As the Manager, User Support Services your primary accountabilities will include:

• Managing a team of partner-focused employees in the delivery of high-quality, secure digital services to our partners at the IWK, Nova Scotia Health, and the Government.
• Ensuring the team meets service level objectives.
• Ensuring that the team follows all operational processes related to device deployment, device management, incident management, service request fulfillment, configuration change management, asset management, and problem management.
• Promoting a culture of trust, teamwork, and psychological safety.
• Working with various stakeholders across Government and Healthcare to build collaborative relationships and find new ways to innovate.
• Keeping a strong focus on delivery priorities, being accountable for delivery, and responding swiftly to changing user needs.
• Working with multidisciplinary teams to promote internet-era ways of working and providing strategic direction to achieve digital transformation.
• Keeping people informed and engaged by working openly and sharing user stories.
• Setting measurable goals and reporting metrics for your team to demonstrate progress and achievement.
• Leading or contributing to digital transformation activities such as standardization and rationalization initiatives, functional improvements, or business process improvements.
• Communicating with partners about service requirements, service fit, service quality, service issue resolution, and service access processes.