Director, Applications & End User Support

The Director, Applications & End User Support will provide strategic and operational leadership for Mackenzie Health’s IT applications and end user support services. Reporting to the Vice President Digital Health & CIO and working collaboratively with senior stakeholders, the Director will ensure exceptional service delivery and performance of clinical and business systems applications, enhancing productivity and user experience. The Director is responsible for sourcing, developing and integrating the tools for applications unique to the organization that will improve staff satisfaction, patient experience, productivity and efficiency across the hospital operations.

Primary Responsibilities:

• Provide strategic input to the development and implementation of the annual portfolio operating plan and is responsible for ensuring that clinical and business applications will support and improve productivity and efficiency for hospital operations.
• Lead the development, implementation, and maintenance of clinical and business applications with a strong focus on automation, integration and efficiency.
• Establish standards and procedures for applications and has oversight for the development/implementation of digital health strategic initiatives relating to application integration across the hospital. Implement and monitor associated digital health projects ensuring their effectiveness and that goals, schedules and budgets are met.
• Provide clear direction and strategic oversight to Service Desk and End User Technical Support teams creating an inclusive and supportive team culture, and driving results through effective collaboration and strategic management.
• Drive innovation within the Service Desk and End User Technical Support desk teams by introducing new technologies, processes, and perspectives to enhance service delivery.
• Review and advise on purchases of all hardware, software and automation-related services.
• Partner with key stakeholders to envision, plan and deploy solutions that drive business results.
• Participate in the continuous development, maintenance and execution of the enterprise wide disaster recovery and business continuity plans should there be breaches or failures of IT infrastructure that impact applications.
• Utilize the ability to think outside of the box and creative license to provide strategic leadership and direction for the optimal provision of IT applications and end user support services
• Analyze service desk and end user support operations and evaluates the success of the portfolio against established indicators, ensuring efficient, economic and quality performance is ingrained in service provision.
• Oversee the service desk operations to ensure timely and effective support for end users.
• Manage vendor and supplier contracts and service level agreements (SLAs) to optimize costs and performance.
• Lead the development of the applications and end user support budget and monitor budget variances.
• Ensure effective project management and technical change control principles.
• Develop and maintain training programs for end users to enhance their experience with technology.
• Negotiate contracts, including setting operation performance standards and administers contracts to ensure compliance with operating performance standards.
• Create a high productivity environment, ensuring all IT services are delivered in a high quality, professional and cost effective manner.
• Promote a culture of high performance and continuous improvement that values learning and commitment to quality.

Qualifications:

• Undergraduate degree in computer science, information technology, engineering or a related field and master’s degree preferred.
• 10+ years of progressive experience in managing information systems and services and cross functional technical teams. Healthcare IT leadership experience is an asset.
• Strong knowledge of cybersecurity technologies and risk mitigation strategies.
• Experience with large-scale technology initiatives, including data center and network deployments, and cloud solutions.
• Demonstrated excellence in interpersonal, written, and verbal communication skills including ability to demonstrate tact and diplomacy, manage confidential information, and build rapport and positive working relationships.
• Proven ability to work independently and as part of a team, demonstrating initiative and collaborative skills.
• Exceptional organizational skills with the ability to manage multiple priorities.
• Commitment to health equity, anti-racism, anti-oppression, and client and family engagement.
• Ability to perform the essential duties of the job.
• Effectively uses empathy in interactions with others.
• Demonstrates behaviours consistent with Mackenzie Health’s Commitment to Caring.
• Models behaviour that is aligned with the values of Mackenzie Health - Excellence, Leadership and Empathy.
• Commitment to providing an exceptional experience for staff and clients within a challenging and exciting healthcare environment.
• Mackenzie Health embraces of culture of safety and high reliability. As a part of that culture, all physicians and employees are expected to practice our Universal Skills for Reliability and Relationships as a part of their day-to-day duties and interactions.
• Demonstrates understanding and complies with patient and staff safety policies and procedures that foster a safe and inclusive environment for all.

*You may be required to work at any site at Mackenzie Health.

Mackenzie Health is an inclusive and equal opportunity employer committed to providing accommodations for applicants upon request at any stage of the recruitment process in accordance with the Accessibility for Ontarians with Disabilities Act (AODA) and the Ontario Human Rights Code.

We thank all applicants for their interest; however, only those under consideration for an interview will be contacted.