Job Title: IT Service Management (Service Desk/Desktop Support) Key Responsibilities – IT Service Management (Service Desk/Desktop Support) Delivering Responsive & Efficient IT Services - Lead day-to-day operations to ensure high-quality IT support tailored to the specific needs of the client hospital, across both technical and application support domains. Supporting Account Success - Contribute to the profitability and financial health of the account by aligning service delivery with corporate revenue and margin goals. Client Relationship Management - Build and nurture strong client relationships, proactively addressing issues to reinforce trust and satisfaction. Proactive Risk Oversight - Continuously monitor potential risks and ensure timely and appropriate escalation to maintain operational stability. Empowering & Managing High-Performance Teams - Ensure optimal resource utilization and foster an environment where milestones are met and staff feel supported, capable, and motivated. Driving Process Excellence - Identify operational gaps and improvement opportunities. Facilitate process workflow modeling to collaborate on process enhancements, automation strategies, and clearly defined end-to-end use cases. Support Model Experience - Manage and support around-the-clock technical and application support processes —including Tier 1 and Tier 2 workflows—with a strong focus on meeting SLA and OLA commitments. Technical Expertise Proven experience leading a team responsible for Tier 1 troubleshooting across Citrix, Active Directory, and desktop/office environments, but not limited to these areas of technical support. Skilled in ITSM platforms such as ServiceNow, Remedy, and similar tools, ensuring efficient service operations and incident management. Leadership & Talent Development (For Roles with Direct Reports) Altera Digital Health sets clear expectations for managers to foster team growth and excellence: Recruit a diverse and capable team to build a strong talent mix. Demonstrated ability to work closely with individual contributors to identify business challenges, analyse performance gaps, implement creative solutions, and track success through relevant KPIs. Accelerate onboarding to ensure new hires are set up for success. Communicate clear objectives that empower individuals and align with team goals. Assign work strategically to maximize employee strengths and contributions. Guide and coach team members through personalized development plans. Provide timely, constructive feedback and address underperformance with care. Celebrate achievements to reftain talent and boost motivation. Keep the team informed and connected with business updates and team progress. Cultivate a positive team culture that inspires collaboration and pride in shared success. Education Bachelor's Degree (Preferred) Work Experience 5+ years relevant work experience; 2-3 years at the Senior level or equivalent experience (Preferred) Additional Work Experience 2 years experience in information technology management (Preferred) Management Experience 0-2 years relevant leadership experience (Preferred) Working Conditions: Shift Hours - Standard shift working – Monday – Friday, within 8:00 AM – 7:00 PM EST Our company complies with all local/state regulations in regard to displaying salary ranges. If required, the salary range(s) are displayed below and are specifically for those potential hires who will perform work in or reside in the location(s) listed, if selected for the role. Any offered salary is determined based on internal equity, internal salary ranges, market data, ranges, applicant's skills and prior relevant experience, certain degrees and certifications (e.g. JD, technology), for example. Salary range: $50,000–$80,000. At Harris, we believe great people build great software. We offer an environment where employees are empowered to make a real impact, grow their skills, and shape their careers. Our teams enjoy a supportive, award‑winning culture, a casual and collaborative workplace, and opportunities to learn from a diverse group of businesses and industries. We are financially strong and proudly part of Constellation Software Inc. (CSI), the largest software company in Canada, providing long‑term stability alongside entrepreneurial autonomy. In addition to a competitive compensation and benefits package, we offer meaningful perks, flexibility, and—most importantly—a culture that values people, curiosity, and having fun while doing great work. Follow us on LinkedIn to learn more about our culture, values, and career opportunities. Harris is an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, or protected veteran status and will not be discriminated against on the basis of disability. Applicants who require a reasonable accommodation due to a disability may contact us by email at [email protected]. Accommodation requests may be made at any time. This email address is dedicated solely to accommodation requests and cannot be used to inquire about application status. Know Your Rights Poster EO 13496: Notification of Employee Rights under Federal Labor Laws Our commitment to fair and equitable hiring. As part of our recruitment process, we use artificial intelligence (AI) tools during the initial screening phase to help identify candidates whose qualifications most closely align with the requirements of the role. This technology supports efficiency and consistency in the early stages, but it never replaces human judgement. All subsequent evaluations and final hiring decisions are made by our recruitment professionals. AI does not make final hiring decisions.

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