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Supervisor ICT, Full Time

November 1 2021
Industries Healthcare, social assistance
Categories Project Management, Business Analysis, Information Technology, IT, Programming, Development, Networking, Project management, Product development and Management, System administrator
Niagara Falls, ON

Supervisor ICT, Full Time

This full-time position within our Information and Communication Technology Department—at our St. Catharines site—is an excellent opportunity for a flexible, highly-organized and self-motivated information technology expert with outstanding leadership skills to excel at Niagara Health in overseeing our ICT Service Desk.

Niagara Health is entering a time of great opportunity and we are looking for exceptional individuals – like you – to be part of our extraordinary team and future, as we make significant investments in capital and digital health technologies that scale both within and far beyond the traditional walls of the hospital. As Niagara Health advances its work in digital transformation and prepares for the implementation of a new health information system (HIS), a number of planning initiatives and activities will be implemented, including standardization of documents and procedures, workflow analysis, and other preparatory activities, to ensure organizational success. This is where you come in.

Reporting to the IT Manager, you'll provide leadership to the ICT Service Desk to ensure that end users are receiving the appropriate assistance. Assuming responsibility of managing all procedures related to identification, prioritization and resolution of incidents including the monitoring, tracking and coordination of Service Desk functions, you'll also oversee planning, designing and analyzing the organization's service desk according with best practices, while ensuring high levels of customer service quality and availability.

As Supervisor ICT, FT, you'll develop, implement, maintain and oversee policies and procedures to ensure consistent service levels and quick resolutions. An experienced team leader with exceptional interpersonal skills, you'll be responsible for staffing capacity planning, service process design, performance analysis, and developing proactive resolution plans. You'll also contribute to escalated problem resolution and outage reporting, while working in conjunction with Supervisor Operations and Technical team to address issues reported by users.

The Supervisor ICT, FT is a driven, highly-analytical leader with the skills to manage both IT procedures and their Service Desk staff with equal expertise, experience and guidance. As such, you will:

Strategy Planning

  • Develop Service Level Agreements (SLAs) to establish problem resolution expectations and timeframes.
  • Develop policies and procedures that outline how problems are identified, documented, assigned and corrected.
  • Analyze performance of Service Desk activities and documented resolutions, identify problem areas, and devise and deliver solutions to enhance quality of service and to prevent future problems.
  • Plan and conduct performance appraisals of Service Desk staff, and administer disciplinary action, raises, and promotions when necessary.

Acquisition & Deployment

  • Prepare budget proposals and operational expenditure statements.
  • Collaborate with other departments to identify and/or procure Service Desk software for internal staff and external clients.
  • Conduct research on emerging products, services, protocols and standards in support of service desk technology procurement and development efforts.
  • Liaise with vendors for the procurement of new systems technologies, oversee installation, and resolve adaptation issues.
  • Ensure appropriate training initiatives for new and existing staff.
  • Purchasing and deployment tasks.


Operational Management

  • Manage the processing of incoming calls to the Service Desk via both telephone and e-mail to ensure courteous, timely and effective resolution of end-user issues.
  • Develop and enforce request handling and escalation policies and procedures.
  • Track and analyze trends in Service Desk requests and generate statistical reports.
  • Assess need for any system reconfigurations (minor or significant) based on request trends, and make recommendations.
  • Identify, recommend, develop and implement end-user training programs to increase computer literacy and self-sufficiency.
  • Oversee development and communication of help sheets, usage guides and FAQs for end users.
  • Oversee the development, implementation and administration of Service Desk staff training procedures and policies.
  • Train, coach and mentor Service Desk Analysts.
  • Manage the overall desk activities and staff.
  • Contribute to escalated problem resolution by giving in-person, hands-on support to end users when necessary.
  • Attend Change Advisor Board (CAB) meetings.
  • Monitor incident trends and anticipate potential problems for proactive resolution.

To join our Information and Communication Technology team as a Supervisor ICT, FT, you must be an experienced IT expert whose knowledge base and skill set include:

  • University degree in computer science or electrical engineering and/or 8-10 years' equivalent work experience
  • A minimum of 5 years' experience in healthcare or information technology required
  • A minimum of 5 years' leadership experience preferred
  • ITIL V3 Foundation certification required
  • Extensive ServiceNow experience and certification preferred
  • Experience with Integrate Bed Terminal (IBTs) preferred
  • Other certifications in ITIL, Exchange, Hyper-V, Nutanix, VMware preferred
  • CBAP and/or PMP designation would be an asset
  • Experience with Citrix XenApp/Xen Desktop, Storefront and Netscaler would be an asset
  • 8-10 years' experience working with Service Desk environment following ITIL best practices
  • 8-10 years' experience with supporting large Microsoft Windows PC desktop environment
  • Knowledge in SCCM, SCOM preferred
  • Actively involved in continuing education opportunities
  • Proven experience in overseeing the design, development, and implementation of software and hardware solutions, systems, or products
  • Proven ability for requirements gathering, process evaluation and conduct research into system and applications
  • Knowledge of applicable Healthcare data privacy practices and laws
  • Previous Healthcare Experience would be an asset
  • Self-starter with the ability to self-manage at required service and work performance standards and to set high standards for results and, once achieved, raise the standards even higher
  • Ability to communicate ideas in both technical and user-friendly language
  • Highly self-motivated and directed with keen attention to detail
  • Proven ability to work with a wide range of stakeholders, and to build strong relationship so Evidence of effective customer service, organizational, interpersonal, communication, leadership, judgement, critical thinking and decision-making skills
  • Excellent interpersonal, oral and written communication skills, and commitment to quality customer service
  • Ability to meet, prioritize and manage multiple simultaneous tasks and deadlines
  • Consistent and regular attendance required



  • Vaccines (COVID-19 and others) are a new hire requirement of the job unless you have an exemption based on medical or on a ground pursuant to the Ontario Human Rights Code.

We are especially interested in connecting if you…

  • Value diversity, equity, and inclusion
  • Are excited about being part of a respectful and hard-working team in the beautiful Region of Niagara
  • Identify as a member of one or more of the following groups: equity-seeking group, Indigenous persons, persons with disabilities, persons of diverse sexual orientations and gender identities and all others who may contribute to the further diversification of ideas
  • Have a background or expertise in the healthcare environment, supporting patient care and providing extraordinary customer service.

Discover a team environment of Extraordinary Caring – and great quality of life

Niagara Health is a regional healthcare provider with multiple sites and a growing network of community-based and virtual services.

We believe that every person in our region deserves to live every day of their life in the best health possible. As a community-based academic centre, our focus on teaching and learning, research, innovation and partnership propel us to continually improve care and make a difference in people's lives.

Our team is made up of more than 7,300 employees, physicians and volunteers whom we count on to deliver Extraordinary Caring. Every Person. Every Time. Our Accreditation with Exemplary Standing is a clear demonstration of the team's commitment to the highest safety and quality standards.

We provide a full range of acute care hospital services to the 450,000 residents across the Niagara region, and we are one of the few hospitals in Ontario that own and operate a long-term care facility.

Creating a healthy community is a collaborative effort. The courage and hope demonstrated by so many during the COVID-19 pandemic inspire us to continue to work with community partners to improve the health and well-being of our region.

To join Niagara Health is to spend more time enjoying life than commuting. Nestled between Lake Ontario and Lake Erie, and best known for its tourist attractions, the area offers great geographical advantages. Our hospital sites are located in thriving communities, where affordable housing, a myriad of recreational and cultural activities, and diverse settings make both family and single living a rewarding experience.

For more information on Niagara Health, visit Please apply online, by Friday, October 29, 2021, at

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Niagara Health is committed to Employment Equity, welcomes diversity in the workplace, and encourages applications from all qualified individuals, including women, members of visible minorities, aboriginal persons, and persons with disabilities. In accordance with the Accessibility for Ontarians with Disabilities Act, 2005 and the Ontario Human Rights Code, Niagara Health will provide accommodations through the recruitment process to applicants with disabilities. If selected to participate in the recruitment and selection process, please inform Human Resources of the nature of any accommodation(s) that you may require in respect of any materials or processes used to ensure your equal participation. Only applicants selected for an interview will be contacted. network