Manager - User Support Services

Key Responsibilities

• 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 objectives.
• Ensuring that the team follows all operational processes related to 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 digital 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.

Qualifications and Experience

• To be successful in this role, you will have a minimum of 3 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 cloud-based environments, supporting large, mission-critical 24x7x365environments.
• 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.

Equivalencies

Benefits

• Based on the employment status, the Government of Nova Scotia offers its employees a wide range of benefits such as a Defined Benefit Pension Plan , Health, Dental, Life Insurance, General illness, Short and Long Term Disability, Vacation and Employee and Family Assistance Programs. For information on all our Benefit program offerings, click here: Benefits for government employees .

Additional Information

What We Offer

• Career development where you have access to career guidance, tools, resources, and ongoing training for every stage of your career
• Engaging workplace: our employees feel valued, respected, connected, and tuned in, we have forward-thinking policies and strategies
• Countless career paths
• A dynamic, client-focused office environment where service excellence and teamwork are our focus.
• Pay Grade: EC 12
• Salary Range: $3,929.22 - $4,911.52 Bi-Weekly
• Employment Equity Statement: Our goal is to be a diverse workforce that is representative, at all job levels, of the citizens we serve. The Government of Nova Scotia has an Employment Equity Policy, and we welcome applications from Indigenous People, African Nova Scotians, Persons of African Descent, Racialized Persons, Persons with Disabilities, 2SLGBTQIA+ Persons and Women in occupations or positions where they are under-represented. If you are a member of one of these equity groups, you are encouraged to self-identify on your electronic application.
• Accommodation Statement: We are committed to providing an inclusive and accessible recruitment process. Candidates may request accommodations based on any grounds protected by the Human Rights Act. If you require an accommodation throughout the recruitment process, please contact us at competitions@novascotia.ca.
• Current government employees may access this posting through the link below:
• PLEASE NOTE: Candidates will not be considered for an interview if applications are incomplete or are missing information.
• If you are receiving a pension from the Nova Scotia Public Service Superannuation Plan (PSSP) or any related plans, you cannot receive pension payments while contributing to the same plan. If you accept a position that requires PSSP contributions, your pension payments must be stopped. Please contact the Nova Scotia Pension Services Corporation for more information.
• Offer of employment is conditional upon the completion of all applicable background checks and confirmation of credentials, the results of which must be satisfactory to the employer. We thank all applicants for the interest, however, only those selected for an interview will be contacted. All questions and concerns may be directed to Competitions@novascotia.ca.