Team Lead, Technical Support

Sinai Health•Toronto, ON

6d•CA$37 - CA$46•Onsite

About The Position

The Team Lead, Technical Support oversees a group of Technical Support Specialists who provide essential support services to Sinai Health Services' network of hospitals. This role is dedicated to fostering a culture of collaboration, accountability, and continuous learning within the Digital Health Services support team. The Team Lead provides mentorship and professional development opportunities to team members, promoting a high-performing and customer-centric mindset. By ensuring the team operates efficiently and aligns with the organization's strategic objectives, the Team Lead helps deliver high-quality support services across Sinai's network of hospitals.

Requirements

Post-secondary degree or diploma in a related technical field
5 years of progressive experience in technical support and help desk functions, including 2 years in a team lead or management capacity
This position requires onsite work 5 days per week, rotation between hospital sites, participation in shift schedules, and an on-call rotation
Excellent verbal and written communication skills, with the ability to convey complex technical information to non-technical stakeholders clearly and effectively
Effective team management and leadership capabilities, with a track record of mentoring and developing team members
Strong decision-making and conflict-resolution skills, ensuring team cohesion and productivity in high-pressure situations
Excellent project management skills and strong ability to prioritize

Nice To Haves

ITIL Foundation, CompTIA A+, Network+, Microsoft Certified: Modern Desktop Administrator, and CCNA certifications
Previous experience supporting healthcare environments and clinical applications

Responsibilities

Oversee the day-to-day operations of the Digital Health Services support and deployment functions, ensuring alignment with organizational strategic objectives and efficient service delivery.
Assist in the planning, selection, retention, performance management, and development of the support services team. Provide mentorship and encourage professional growth among team members.
Generate and maintain reports on the delivery of support services, providing insights into performance metrics, and identify areas for improvement.
Identify and implement process improvements to enhance user experience and productivity
Encourage innovative thinking and the adoption of best practices to streamline operations
Assist in developing, managing, and communicating IT support policies and procedures
Ensure adherence to these policies and update them as necessary to reflect changes in technology and business needs
Oversee the implementation of security, privacy, and cybersecurity best practices within the support services team, ensuring compliance with hospital standards, regulatory requirements, and best practices for protecting patient (PHI) and organizational information (PII & IP)
Plan and execute technology support-related projects and initiatives, including deployments, upgrades, and refreshes. Coordinate resources, timelines, and deliverables to ensure successful project outcomes while minimizing disruption to clinical and business operations
Manage and resolve escalated IT incidents and problems, utilizing the organization's IT Service Management (ITSM) platform to track issues, prioritize tasks, and ensure timely resolution in accordance with established service levels (SLAs)
Provide senior technical, VIP, and escalations support for Digital Health Services (DHS) hardware, software, printers, scanners, telephony, mobile devices, and end-user computing technologies, including Windows 10/11, macOS, iOS, Android, and Microsoft 365
Support enterprise technologies including Microsoft Active Directory, Microsoft Windows Server, Microsoft 365, Exchange Online, Microsoft Entra ID, Microsoft Intune, and related endpoint management technologies
Apply a working knowledge of LAN/WAN networking concepts, client/server architecture, wireless networking, file and print services, and network connectivity troubleshooting
Oversee end-user device lifecycle management, including imaging, deployment, configuration, asset recovery, replacement, retirement, and secure disposal, in accordance with organizational standards, security requirements, and inventory management processes
Drive IT service management (ITSM) continuous improvement initiatives, ensuring that support services evolve to meet changing business requirements
Collaborate with infrastructure, networking, cybersecurity, and other Digital Health Services teams to ensure coordinated service delivery and timely resolution of cross-functional issues
Perform other duties consistent with the job classification as required