IT Support Team Lead

IT Support Team Lead

We are recruiting a full-time IT Support Team Lead to join our growing team! The Virtual Healthcare industry is experiencing tremendous demand and growth. This role will be vital to leading our IT Support Team. The ideal candidate for this role will be a motivated, result driven individual that has strong leadership abilities and a comprehensive knowledge of IT support. They will be goal oriented, organized, and thrive in a fast paced and ever evolving environment. The individual will have the option to work in office at our St. John’s, NL location or work from home in Newfoundland.

Who We Are

Founded in 1996, Fonemed seeks to make a positive difference in the healthcare of others through their daily interactions. With a mission “to provide excellence in Nurse Advice, Health Information and Remote Healthcare services for the patients we serve”, Fonemed takes pride in its employees, customers, and industry partners, providing the highest level of quality and outstanding client experience. We pride ourselves on practicing a Culture of Care in everything we do.

Through virtual care, we meet and provide care for individuals; in their homes, communities, or other locations where they live their lives. With almost 300 employees and over 400 clients throughout the United States and Canada, you share the company’s passion to defy the conventional boundaries of time and distance to get the right care to the right patient when and where it is needed the most.

Position Overview

This role will allow you the opportunity to pitch new ideas, implement change and be apart of a growing team. To be successful in this role, you must have a background in managing or leading a team, as well as experience working directly with internal and external stakeholders. You must have strong relationship building and maintenance skills as you will be working directly with our clients, while simultaneously guiding and developing your team. This will include coaching, motivating, and restructuring workflows to increasing efficiency. This position is best suited for a leader who is adaptable, eager to take on new challenges, a people person, and can navigate tough client situations calmly and effectively. This role is very fast-paced and requires a positive attitude.

Essential Functions and Responsibilities:

Leadership

• Assessing the strengths and weaknesses of your team and playing to their strengths.
• Analyzing our workflows and recommending new initiatives, strategies, and programs.
• Coaching and monitoring your team to help them be successful.
• Setting KPIs for the IT Support team.
• Providing guidance and support to your department.
• Managing the day-to-day activities of the team.
• Developing and implementing a timeline to achieve targets.
• Delegating tasks to team members.

Customer Service

• Provide guidance and support to sales team during technical discussions that arise in pre-sales and implementation activities.
• Support your team by being a point of escalation for technical issues or client requests.
• Building client loyalty by following up on inquiries and keeping clients abreast of support related matters.
• Address client requests in a professional, friendly, and positive manner.
• Collaborate with DevOps on updating and improving installation and upgrade scripts.
• Following up on daily tasks (client issues, etc.)
• Document any related information and track progress of any escalations.
• Proactively recommend alternatives and solutions for client complaints and refer them to the appropriate team.
• Identify gaps in client support processes and tools and recommend improvements to take the client and end user experience to a higher level.
• Being able to prioritize duties as needed to meet deadlines.
• Reporting any consistent issues to upper management
• Frequent tasks require teamwork but can work independently without supervision.
• Be proactive and willing to perform other duties and special projects as required.
• This position requires an after hours on-call rotation of 1 week a month.

Skills and Requirements:

To perform this job successfully, you must be able to work in a fast-paced environment and perform each essential duty exceptionally. The requirements listed below represent the specialized or technical knowledge, skills, and related experiences needed for this position.

• Successful completion of a Diploma/Degree in Information Technology or an equivariant combination of skills and experience.
• 3 years experience in a similar leadership role.
• ITIL Foundation Certification would be considered an asset.
• Strong computer skills and knowledge are required to perform this job.
• A strong understanding of cloud technologies (e.g., AWS, Azure, Office 365).
• Able to maintain a professional and positive attitude when dealing with difficult situations.
• Excels at problem solving and conflict resolution.
• Able to prioritize and multitask to ensure all task are completed in a timely manner.
• Excellent verbal and written communication skills with the ability to effectively communicate in a transparent and personalized manner.
• Excellent attention to detail and highly organized.
• Ability to establish and maintain effective working relationships with all levels of an organization and contributing to employee engagement and a positive company culture.
• Ability to work in a fast-paced environment with tight deadlines and multiple competing priorities.
• A continuous improvement and innovative mindset.
• A positive attitude and tremendous team collaboration abilities.

Why Work With Us

We are a growing company who values our greatest resource - our people! We provide a collaborative company culture and a welcoming team. We offer our team the opportunity to work in an exciting industry and a competitive compensation package, including health and dental benefits as well as life, LTD, critical illness insurance and more, a company matching RRSP, and a great paid leave program.

FONEMED is an equal opportunity employer and is committed to diversity and inclusion. We appreciate the interest of everyone who applies for the position, however only those selected for an interview will be contacted. Please visit our website at www.fonemed.com.