It Service Coordinator Jobs

About Stepped Care Solutions

We are a not-for-profit consultancy company and the creators of Stepped Care 2.0 (SC2.0), a revolutionary new methodology that transforms how mental health services are accessed and delivered. Our global team of facilitators, trainers and subject-matter experts collaborate with organizations to co-design and implement innovative mental health care systems that address the unique needs of their organizations and communities. We are committed to the continuous improvement of the SC2.0 model, informed by service users and other stakeholders, on-going data collection, evaluation and research.

All SCS Staff Are:

• Willing to disrupt traditional ways of doing things
• Compassionate and empathetic
• Adaptable and committed to continuous learning based on a growth mindset
• Collaborative
• Committed to promoting diversity, equity, and inclusion
• Dedicated to making a difference

Position Summary

The IT Service Coordinator will report directly to the Vice President of Operations and will be responsible for coordinating and tracking the IT requirements and assets of the organization. This position will serve as a liaison between staff, consultants, and external IT service providers, specifically in the areas of technology hardware and software asset management, cybersecurity, and day-to-day management of external IT service providers. The primary focus will be on holding the external IT service provider accountable for the resolution of IT support tickets.

Responsibilities

IT Service Coordination and Tracking:

• Maintain accurate records of IT assets, including hardware, software licenses, and warranties.
• Track IT assets throughout their lifecycle, from procurement and deployment to retirement or replacement.
• Coordinate the IT requirements of the organization, ensuring alignment with business needs and objectives.

IT Asset Management:

• Coordinate procurement and renewal processes for IT assets, ensuring cost-effectiveness and adherence to budgetary guidelines.
• Define and monitor service-level agreements (SLAs), ensuring timely and satisfactory resolution of IT support issues.
• Monitor and evaluate the performance of cybersecurity systems and tools, identifying areas for improvement and recommending enhancements.
• Collaborate with stakeholders to develop and implement IT asset management policies and procedures.
• Stay up-to-date with emerging cybersecurity threats and industry best practices, implementing appropriate measures to mitigate risks.
• Collaborate with service providers to manage IT support for employees, including the resolution of IT support tickets.
• Collaborate with the IT team and relevant stakeholders to implement and maintain robust cybersecurity measures, including network security, data protection, and user access controls.
• Serve as the primary point of contact for external IT service providers, establishing and maintaining strong working relationships.
• Cybersecurity Management:
• Manage hardware and software inventory, conducting regular audits to ensure accuracy and compliance.
• External IT Service Provider Management:

IT Support and Ticket Resolution Oversight:

• Monitor ticket queues, response times, and resolution rates to identify trends and areas for improvement.
• Provide regular reports on ticket performance and escalations to the Vice President of Operations.
• Monitor and help prioritise the external IT service provider's handling of IT support tickets, ensuring prompt and effective resolution.

Knowledge, Skills and Abilities:

• Familiarity with IT support ticketing systems and the ability to oversee ticket resolution processes.
• Strong problem-solving and decision-making abilities, with attention to detail.
• Bachelor's degree in Information Technology, Computer Science, or a related field (or equivalent experience).
• Experience in managing relationships with external IT service providers and holding them accountable to SLAs.
• Strong knowledge of technology hardware and software asset management, cybersecurity principles, and IT best practices.
• Professional certifications such as ITIL, CompTIA A+, or CISSP are preferred.
• Excellent communication and interpersonal skills, with the ability to effectively liaise with internal and external stakeholders.
• Ability to work effectively both independently and in a team environment.
• Proven experience in IT service management or a similar role, preferably in a corporate or non-profit setting.

Working Conditions

• No two days are alike. We are a passionate group of people who are invested in change, continuous improvement, and transforming mental health systems!
• Work remotely from anywhere in Canada with the ability to support the core business hours, our team maximizes technology to work collaboratively with others.
• Future travel may be required.
• Full, competitive benefits, SCS has a flexible work environment with generous vacation time.

Workplace Diversity, Inclusion & Equality

SCS is committed to fostering a diverse inclusive culture. Consistent with our stepped care philosophy we believe in the unique contributions that people can bring in terms of their education, opinions, culture, ethnicity, race, sex, gender identity and expression, nation of origin, age, languages spoken, veteran’s status, color, religion, disability, sexual orientation and beliefs.

Accessibility

SCS welcomes and encourages applications from people with disabilities. Accommodations are available on request for candidates taking part in all aspects of the selection process. If you are a person with a disability and require accommodation during the process, please contact Reem Zaghal, [email protected]