Manager, User Support Services

ABOUT THE DEPARTMENT OF CYBER SECURITY AND DIGITAL SOLUTIONS (CSDS)

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.

In today's tech-driven world, CSDS empowers government departments with essential digital solutions to meet Nova Scotians' expectations. As a trusted partner across government, we enable departments to fulfill their mandates with secure, user-friendly services. From healthcare and education to public safety, we collaborate to transform how services are designed and delivered.

We don't just implement technology; we modernize outdated systems and reimagine processes. Our agile, data-driven approach ensures that digital services are both efficient and adaptable to Nova Scotia's evolving 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.

Together, we're setting new standards for digital public service, delivering resilient solutions that meet today's needs—and anticipate tomorrow's challenges.

About the 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. The Manager, User Support Services will lead a team that focuses on support of our partners across the entire province during the evenings. Hours of work for the latter position are normally 2pm until 10pm.

Do you excel at leading a team that delivers excellent service to partners? Are you a natural motivator who embraces dynamic challenges? Do you thrive in a fast-paced environment? Do you enjoy planning and implementing projects focused on continual service improvement?

If you answered yes to these questions, we have an exciting opportunity for you to explore.

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 excel in providing front-line support in a 24/7 environment for critical services and take pride in working as part of a team. You always strive to go above and beyond in delivering exceptional user experiences. You thrive on providing excellent support to partners.

• You embody our values of respect, integrity, diversity, accountability, and the public good. Your passion for service excellence is evident, and you actively advocate for and emphasize the importance of people, teams, diversity, and a strong organizational culture.

• You have a proven track record of using due diligence and data-driven approaches to solve problems, demonstrate objectivity and professionalism, bring a positive and can-do attitude, take ownership of activities, and communicate progress and outcomes proactively and effectively.
  

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 to our partners at the IWK, Nova Scotia Health, and the Government.

• Ensuring the team meets service level objectives.

• Ensuring that the team follows all operational processes related to device deployment, device management, incident management, service request fulfillment, configuration change management, asset management, and problem management.

• Promoting a culture of trust, teamwork, and psychological safety.

• Working with various stakeholders across Government and Healthcare to build collaborative relationships and find new ways to innovate.

• Keeping a strong focus on delivery priorities, being accountable for delivery, and responding swiftly to changing user needs.

• Working with multidisciplinary teams to promote internet-era ways of working and providing strategic direction to achieve digital transformation.

• Keeping people informed and engaged by working openly and sharing user stories.

• Setting measurable goals and reporting metrics for your team to demonstrate progress and achievement.

• Leading or contributing to digital transformation activities such as standardization and rationalization initiatives, functional improvements, or business process improvements.

• Communicating with partners about service requirements, service fit, service quality, service issue resolution, and service access processes.
  

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.

You will have the following:

• Experience managing partner-focused teams and fostering a positive team culture.

• Experience motivating teams to provide excellent service and building relationships with partners.

• Experience coaching and mentoring staff on new processes and technologies as well as developing and enforcing SOPs.

• Experience monitoring and managing service levels.

• Experience managing budgets.

• Experience in identifying and implementing improvement opportunities.

• Experience in decision-making in the development and ongoing management of high-quality digital support services.

• Experience leading continual service improvement initiatives by leveraging internet-era practices and collaborating with multidisciplinary teams to achieve business/policy outcomes.

• Experience working in a healthcare or public sector environment.

• Experience in on-premises and cloud-based environments, supporting large, mission-critical 24x7x365 environments.

• Knowledge of project management methodology, ITIL processes, and IT and security policies and procedures.

• Establishing KPIs, monitoring results and trends, and using them to drive continual service improvement.

• Excellent communication and interpersonal skills.

• Flexibility and adaptability to changing business priorities.
  

Equivalency

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

We recognize that everyone brings different skills and experiences to the table.

If you don't "check all the boxes", we encourage you to apply anyway and tell us why you're the right fit for the job.

We value diversity of thought and believe that the best teams are those that bring together people with a range of experiences and perspectives.

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.

Benefits & Perks

At the CSDS with the Government of Nova Scotia, we are committed to providing a fulfilling work environment with numerous benefits and opportunities:

• Work-Life Balance: Maintain a healthy work-life balance with a 35-hour work week.

• Secure Your Future: Access a defined benefits pension plan for a stable retirement.

• Annual Leave & Holidays: Start with 3 weeks (15 days) of annual vacation.

• Supportive Leadership: Our leadership prioritizes flexibility, communication, and enabling your success.

• Support in Times of Need: Rely on short- and long-term support options tailored to help you and your family when it matters most.

• Employee and Family Support: Access our Employee and Family Assistance Programs for comprehensive resources and guidance.

• Cross-Sector Collaboration: Engage with various stakeholders and government departments, building expertise and connections that enrich Nova Scotia's future, and your own professional development.

• Growth & Development: Explore career paths in specialized areas like digital service design, cybersecurity, enterprise risk, digital platforms, and more.

• Lifelong Learning: Expand your skills with ongoing training and development opportunities.

• Professional Advancement: Dive into public service with endless opportunities for growth, learning, and meaningful contributions.

Join the Department of Cyber Security & Digital Solutions and experience the benefits of a fulfilling career, supported by comprehensive perks, career development opportunities, and a diverse range of paths to explore within our department and across the government