Service Desk Manager

At BioScript Solutions were committed to simplifying access to specialty care for people with chronic health conditions and rare diseases. From our home base in Atlantic Canada weve grown into a national network of 13 pharmacies 100 Coverdale Clinics and comprehensive patient support programs (NavieGo) that serve thousands of people across the country. And together with our thirdparty logistics and A&D Wholesale operations were proud to be a Canadian leader in specialty health care.

Your future starts here

The Service Desk Manager will primarily lead the Service Desk teams activities providing Tier 1 and Tier 2 services for 5 business units within a healthcare environment. The team provides end user support for various software systems and hardware solutions supporting new user provisioning and preparation of associated hardware and software packages. This role is responsible for ensuring that the team is meeting defined metrics/benchmarks that standards and processes are followed and that protocols are observed. The Service Desk Manager is responsible for service stakeholder communications and enterprise service alerts.

How you will make an impact

• Oversee incidents problems and change requests;
• Improve maturity of request handling and escalation processes;
• Manage process for communicating outage/emergency activities to the organization;
• Manage technology procurement activities and associated vendor relationships;
• Build explore and maintain KPI reports and dashboards. Report on performance and trends;
• Monitor and manage phone and digital request queue participating in escalated calls as needed;
• Develop Service and Operational Level Agreements to set expectations and measure performance. Leverage ITIL framework to improve operational efficiencies and best practices within the organization;
• Make incident escalation decisions including afterhours resources;
• Train coach and mentor Service Desk team members including collaborative performance reviews;
• Contribute to the creation and maintenance of knowledge base articles SOPs work instructions solution documentation and targeted training material;
• Maintain relationships with internal and external stakeholders;
• Coordinate incident and service request queue ensuring proper prioritization responses and escalation. Monitor response and resolution SLAs;
• Support Root Cause Analysis (RCA) activities for internal and thirdparty service incidents ensuring that timelines and resolutions are properly documented and shared promptly;
• Maintain accurate contact databases and records;
• Participate in Change Control activities as necessary;
• Manage technology procurement activities including acquisition and renewal;
• Protect operations by respecting all privacy and confidentiality policies and best practices;
• Responsible to report any patient safety information as per adverse event reporting requirements; and
• Other duties as required.

What youll bring to our team

• 35 years previous experience leading a service desk team;
• Post secondary education in a related field;
• 12 years working Knowledge of ServiceNow;
• Working knowledge of ITIL frameworks;
• Familiarity with CRM and similar types of software systems;
• Working knowledge of LucidChart or equivalent technical drawing tools for the creation of process and technical diagrams;
• Drive to deliver outstanding customer service;
• Willingness to learn and develop new skills;
• Ownership and followup skills;
• Able to work both as part of a team or under own initiative;
• Have a positive attitude to customer problems and incidents in a highpressured environment;
• Excellent written and verbal skills;
• The ability to multitask across multiple incidents;
• Understanding of SLAs and KPIs;
• Ability to follow process and procedures accurately; and
• Good knowledge of Word Excel Outlook and other office applications.

With one tree planted for every new hire why not start your new job on a green foot and help us lower our carbon footprint.

Job Status: Full Time Permanent

Job Location: Moncton NB

Application Deadline: August 21 2023

Our commitment to our team our patients and our community

BioScript Solutions supports public health guidelines and recommendations regarding COVID19 vaccines. As such any offers of employment will be contingent on the candidates acceptance to comply with our COVID19 Vaccination Policy.

As one of Canadas Best Managed Companies we offer a competitive total rewards package and paid time off to volunteer. From donation programs and local community engagement activities to national charitable and environmental initiatives our teams passion for creating change extends from patient care to community care.

Were proud to be an equal opportunity employer. As a peoplecentric organization were committed to fostering a culture free of discrimination and providing a safe space for all team members to express their individuality. Through our commitment to diversity inclusion belonging and equity we strive to provide an accessible workplace where individuals feel valued respected and supported every day.

We encourage and accept all applications however only candidates selected for interviews will be contacted. Accommodations can be made available on request for candidates taking part in all aspects of the selection process. For inquiries please email the talent acquisition team at emailprotected.

Lets Talk

If youre looking for a collaborative and dynamic workplace where you can bring and be your best apply now and join our #BestTeam!