Manager, User Support Services Northern Zone Manager

Manager, User Support Services (Northern Zone Manager)

Competition No: 45049

Salary Range: $3,687.15 - $4,608.93 Bi-Weekly / $95,865.90 - $119,832.18 Annually(EC 12)

Position Status: Permanent

Benefits: Paid Holidays, Vacation, Family Leave, Health, Dental, and Defined Benefits Pension

Location: TRURO

Department: Cyber Security & Digital Solutions

Classification: Exclusion - Non Union - NSPG

Closing Date: 2/5/2025 (Applications are accepted until 11:59 PM Atlantic Time)

At CSDS, we prioritize people-both within our team and in the communities we serve. Our mission is to redefine how Nova Scotians engage with government by creating accessible, reliable digital solutions centered around user needs.

Joining CSDS means contributing to work that makes a real difference. From providing vital tech support to healthcare professionals to strengthening cybersecurity and developing scalable digital platforms, you'll play a key role in building a more inclusive, responsive government for Nova Scotians.

About Our Opportunity

We are looking to transform the way we serve our healthcare partners and citizens by finding the right person to be our Manager, User Support Services. In this role, you will lead a team of front-line technical professionals supporting the delivery of modern digital experiences to users in Government and Healthcare in a 24/7 operational environment.

Who We're Looking For

• You are passionate about enhancing people's service experience and have a strong drive to resolve complex technical problems and requests through various channels such as phone, in-person interactions, and our ticketing system.
• You embody our values of respect, integrity, diversity, accountability, and the public good.
• You have a proven track record of using due diligence and data-driven approaches to solve problems.

Key Responsibilities

As the Manager, User Support Services your primary accountabilities will include:

• Managing a team of partner-focused employees in the delivery of high-quality, secure digital services.
• Ensuring the team meets service level objectives.
• Promoting a culture of trust, teamwork, and psychological safety.
• Working with various stakeholders across Government and Healthcare to build collaborative relationships.
• Keeping a strong focus on delivery priorities.
• Setting measurable goals and reporting metrics for your team.
• Leading or contributing to digital transformation activities.

Qualifications and Experience

To be successful in this role, you will have a minimum of 5 years' experience in a leadership position, or an equivalent combination of training and experience.

• Experience managing partner-focused teams.
• Experience motivating teams to provide excellent service.
• Experience in decision-making in the development and ongoing management of high-quality digital support services.
• Excellent communication and interpersonal skills.

Equivalency

Applicants relying on education and experience equivalencies must demonstrate such equivalencies in their application.

Other Considerations

Due to the nature of this position, you will be required to work on-site.

This competition may be used within 12 months to fill similar positions in other areas of Nova Scotia should they become available.

Diversity, Equity, and Inclusion at CSDS:

At the Department of Cyber Security and Digital Solutions (CSDS), we strive for a workforce that reflects the diversity of the citizens we serve.