Manager

As a Manager within Technology Client Support Services, you will lead the delivery of reliable, high quality IT support in a fast paced, changing environment. This role focuses on client relationships, service excellence, and team leadership. Success requires the ability to manage priorities, drive change, and align services with organizational and provincial IT strategies. Key Responsibilities. The Manager, Deskside - Edmonton Zone is responsible for both day to day operations and long-term service planning for end user hardware and printing services. This includes direct customer support, operational oversight, and the delivery of strategic and project based initiatives across the organization. You will lead multiple-skill support teams and manage staff located throughout the Edmonton zone. Key responsibilities include: Prioritizing and responding to client requests. Managing escalated support issues. Driving continuous service improvement. Ensuring IT services effectively supports a complex healthcare environment. Lead and support geographically distributed client support teams to deliver reliable, responsive desktop and end user IT services. Build strong relationships with clinical and business stakeholders to understand needs and improve service outcomes. Manage and resolve complex client issues while maintaining high service standards. Drive continual service improvement, change management, and operational efficiency. Aligning client support services with the provincial IT Technology Services 5 Year Strategic Plan. Collaborate with peer managers across zones and portfolios and contribute to provincial initiatives. Ensure support services effectively enable clinical workflows and patient care.

Provide day-to-day leadership for a diverse team of desk-side technicians that work onsite at AHS facilities within your respective zone. Collaborate with provincial TCSS counterparts to standardize practices and process leading to innovation and optimization for corporate and clinical stakeholders across the organization. Engage HR, IT preferred vendors, other IT groups. Make decisions on asset management strategy & operation activities. Manage the implementation of cost saving initiatives. Develop business cases or technical rationale. Ensure the team is resourced appropriately, is cost effective, provides satisfactory service support, and leverages technology advances. Influence the enterprise technical architecture and overall IT and Technology Services strategy. Focuses the team’s effort on initiatives that improve efficiencies, resilience, availability, and reliability. Function as a point of escalation for problems related to Technology Client Support services. Foster relationships and partnerships with highly complex internal and external stakeholders. Provide decision making, coaching, and mentoring.

Bachelor’s degree in computer science, Information Systems, or a related field. 5-10 years of progressive IT experience in a large, complex organization. 3-5 years of direct IT leadership experience managing mid to large sized teams and engaging senior leaders and key stakeholders. Strong knowledge of desktop support methodologies. Strong experience supporting Microsoft Windows operating environments. Hands on IT operations background with proven problem-solving skills. Demonstrated ability to manage multiple complex initiatives in a fast-changing environment. Track record of continuous professional development and growth. Positive, adaptable, and solution-oriented mindset. Responsible for manager level escalations and other assigned duties.

Project management experience, including leading multiple concurrent initiatives. Experience managing vendor relationships and service providers. Proven supervisory and people management experience. Excellent communication, relationship building, and stakeholder management skills. Ability to manage multiple priorities while maintaining a high level of client satisfaction. Demonstrated experience in service improvement, change management, and issue escalation. Knowledge of IT service management practices (ITIL or similar certification preferred). Experience with business process improvement and operational efficiency. Strong understanding of IT support practices and technologies. Experience working within or supporting a healthcare environment, including EMR systems such as Connect Care (EPIC), clinical workflows and the role of technology in care delivery.

Master’s degree in Computer Science, Information Systems, or a related field is preferred. ITIL certification and a strong background in change management are considered assets. Familiarity with IT deskside support processes requirements and automation is an advantage. Proven leadership, people management, and client and stakeholder management experience is preferred. PMP certification and knowledge of ServiceNow are also desirable.