For more than 20 years, PointClickCare has been the backbone of senior care. We’ve amassed the richest senior care dataset making our market density untouchable and our connections to the healthcare ecosystem exponentially more powerful than those of any other platform.
With Collective Medical & Audacious Inquiry, we’ve become the most expansive, full-continuum care collaboration network, offering care teams immediate, point-of-care access to deep, real-time insights at every stage of a patient’s journey.
For more information on PointClickCare, please connect with us on
Glassdoor and
LinkedIn.
Reporting to the Sr. Manager, Employee Digital Experience, as a member of the Technology & Support Services Department, a successful candidate will be responsible for supervising, guiding, and instructing staff on the day-to-day operations of the Employee Technology Services team. Ensures stated services and efficiency goals are met. Serves as a high-level subject matter expert, providing authoritative guidance for professional staff and supporting PointClickCare’s user base, emphasizing activities and task prioritization. Close team and external departmental interaction and communications delivered with a high degree of customer service in a fast-paced workplace will be daily requirements.
Key Responsibilities
- Play a proactive role in creating and managing service levels to ensure that they meet the needs of the business and creating reports/dashboards to present to leadership and team members.
- Assist with Asset Management and regular inventory checks of items to ensure stock levels are appropriate.
- Monitor, moderate and create technical/process documents and regularly audit for adherence to these items including the maintenance of a knowledge database.
- Manage the queue and technically assist analysts and end-users when ticket volumes peak or additional expertise is required.
- Provide operational and technical leadership and mentoring members of the ETS Team.
Qualifications and Skills
- Minimum of 5yrs experience in a technical service desk role.
- 1-3 Years experience in developing and managing a team.
- Ability to effectively present information and respond to questions from management and business leaders.
- Experience in working within a helpdesk ticket management system.
- Experience in using and reporting in ServiceNOW.
- Experience developing self-serve and automated services utilizing Powershell, ServiceNOW or other tools.
- Multi-task and manage a variety of diverse (and sometimes conflicting) requests, priorities and activities.
- Professional certification in IT (e.g. ITIL, CompTIA A+, Microsoft) highly valued.
It is the policy of PointClickCare to ensure equal employment opportunity without discrimination or harassment on the basis of race, religion, national origin, status, age, sex, sexual orientation, gender identity or expression, marital or domestic/civil partnership status, disability, veteran status, genetic information, or any other basis protected by law. PointClickCare welcomes and encourages applications from people with disabilities. Accommodations are available upon request for candidates taking part in all aspects of the selection process. Please contact
[email protected] should you require any accommodations.
When you apply for a position, your information is processed and stored with Lever, in accordance with
Lever’s Privacy Policy. We use this information to evaluate your candidacy for the posted position. We also store this information, and may use it in relation to future positions to which you apply, or which we believe may be relevant to you given your background. When we have no ongoing legitimate business need to process your information, we will either delete or anonymize it. If you have any questions about how PointClickCare uses or processes your information, or if you would like to ask to access, correct, or delete your information, please contact PointClickCare’s human resources team:
[email protected]
PointClickCare is committed to Information Security. By applying to this position, if hired, you commit to following our information security policies and procedures and making every effort to secure confidential and/or sensitive information.
