BioScript Solutions

At BioScript Solutions, we're committed to simplifying access to specialty care for people with chronic health conditions and rare diseases. From our home base in Atlantic Canada, we've grown into a national network of 13 pharmacies, 100+ Coverdale Clinics, and comprehensive patient support programs (NavieGo) that serve thousands of people across the country. And together, with our third-party logistics and A&D Wholesale operations, we're proud to be a Canadian leader in specialty health care.

Your future starts here

The Service Desk Manager will primarily lead the Service Desk team's activities, providing Tier 1 and Tier 2 services for 5 business units within a healthcare environment. The team provides end user support for various software systems and hardware solutions, supporting new user provisioning and preparation of associated hardware and software packages. This role is responsible for ensuring that the team is meeting defined metrics/benchmarks, that standards and processes are followed, and that protocols are observed. The Service Desk Manager is responsible for service stakeholder communications and enterprise service alerts.

How you will make an impact

• Oversee incidents, problems, and change requests;
• Improve maturity of request handling and escalation processes;
• Manage process for communicating outage/emergency activities to the organization;
• Manage technology procurement activities and associated vendor relationships;
• Build, explore and maintain KPI reports and dashboards. Report on performance and trends;
• Monitor and manage phone and digital request queue, participating in escalated calls as needed;
• Develop Service and Operational Level Agreements to set expectations and measure performance. Leverage ITIL framework to improve operational efficiencies and best practices within the organization;
• Make incident escalation decisions, including after-hours resources;
• Train, coach, and mentor Service Desk team members, including collaborative performance reviews;
• Contribute to the creation and maintenance of knowledge base articles, SOPs, work instructions, solution documentation, and targeted training material;
• Maintain relationships with internal and external stakeholders;
• Coordinate incident and service request queue, ensuring proper prioritization, responses, and escalation. Monitor response and resolution SLAs;
• Support Root Cause Analysis (RCA) activities for internal and third-party service incidents, ensuring that timelines and resolutions are properly documented and shared promptly;
• Maintain accurate contact databases and records;
• Participate in Change Control activities as necessary;
• Manage technology procurement activities including acquisition and renewal;
• Protect operations by respecting all privacy and confidentiality policies and best practices;
• Responsible to report any patient safety information as per adverse event reporting requirements; and
• Other duties as required.

What you'll bring to our team

• 3-5 years previous experience leading a service desk team;
• Post secondary education in a related field;
• 1-2 years working Knowledge of ServiceNow;
• Working knowledge of ITIL frameworks;
• Familiarity with CRM and similar types of software systems;
• Working knowledge of LucidChart or equivalent technical drawing tools for the creation of process and technical diagrams;
• Drive to deliver outstanding customer service;
• Willingness to learn and develop new skills;
• Ownership and follow-up skills;
• Able to work both as part of a team or under own initiative;
• Have a positive attitude to customer problems and incidents in a high-pressured environment;
• Excellent written and verbal skills;
• The ability to multitask across multiple incidents;
• Understanding of SLAs and KPIs;
• Ability to follow process and procedures accurately; and
• Good knowledge of Word, Excel, Outlook and other office applications.

With one tree planted for every new hire, why not start your new job on a green foot and help us lower our carbon footprint.

Job Status: Full Time, Permanent

Job Location: Moncton, NB

Application Deadline: August 21, 2023

Our commitment to our team, our patients, and our community

BioScript Solutions supports public health guidelines and recommendations regarding COVID-19 vaccines. As such, any offers of employment will be contingent on the candidate's acceptance to comply with our COVID-19 Vaccination Policy.

As one of Canada's Best Managed Companies, we offer a competitive total rewards package and paid time off to volunteer. From donation programs and local community engagement activities, to national charitable and environmental initiatives, our team's passion for creating change extends from patient care to community care.

We're proud to be an equal opportunity employer. As a people-centric organization, we're committed to fostering a culture free of discrimination, and providing a safe space for all team members to express their individuality. Through our commitment to diversity, inclusion, belonging, and equity, we strive to provide an accessible workplace, where individuals feel valued, respected, and supported every day.

We encourage and accept all applications, however, only candidates selected for interviews will be contacted. Accommodations can be made available on request for candidates taking part in all aspects of the selection process. For inquiries, please email the talent acquisition team at [email protected].

Let's Talk

If you're looking for a collaborative and dynamic workplace where you can bring and be your best, apply now and join our #BestTeam!