Bilingual Manager, IT Solution Centre

  • Full Time
  • Calgary


We want you to bring your exceptional skills and experience and join our dynamic team as a Bilingual Manager, IT Solution Centre! In this role you will be overseeing our Help Desk Solutions team, providing support, collaborating with internal and external stakeholders, driving process improvements and more!

What Will You Be Doing?

  • Leading our Help Desk solutions team, allocating resources to the wider organization.
  • Driving process improvements and efficiencies initiatives to improve overall service level.
  • Supporting the team, overseeing performance resolving the tickets and ensuring service level agreements are being adhered to.
  • Acting as liaison with the business for all service desk related issues and relaying the impact to the help desk team.
  • Acting as a Major Incident Manager for service outages/degradations and engaging with internal and external stakeholders, software/network providers from onset to resolution.
  • Being accountable for KPIs measuring the quality and speed of service provided by the Help Desk team.
  • Mentoring, monitoring, guiding and supporting individual Help Desk team members performance, providing training, feedback, and coaching.
  • Conducting weekly and monthly (one-on-one) touch-point meetings with team members to build rapport and identify areas for development.
  • Continuous service improvement, efficiency, and innovation in the service management and delivery of Help Desk processes and operations.
  • As The Successful Candidate, You Have:

  • Bilingualism (French/English)
  • 5-7 years experience in an IT leadership position overseeing performance management and service deliverables
  • Post-secondary education ideally in computer science or related technical discipline
  • Experience with ticketing system such as ServiceNow or Zendesk
  • Troubleshooting on applications, Network, Hardware, Printer, documentation of incidents and service requests.
  • Experience with Microsoft: Windows 7/10, Office365, Active Directory, Remote Desktop, SharePoint.
  • A track record of leading and building teams to provide best-in-class service deliver to the business.
  • How You’ll Benefit working at our Home Office:

  • A comprehensive total rewards package, including two free pairs of glasses and lenses per year 
  • A coaching culture that fosters ongoing growth and development opportunities 
  • A people-first culture, (but dogs are also welcome) 
  • An organization that gives back locally and nationally, and supports you in doing so as well 
  • Why You Should Join Us:

    Our purpose is to enhance the lives of our patients. If you get excited by the opportunity to be part of a team that strives to put the patients at the center of everything we do, and have fun while doing it, then you belong with us! Our doctor-led, patient first, approach has helped us rapidly grow from 30 locations to over 300! 

    We could not have gotten here without our fantastic people, who now number more than 3,000 and serve patients across the country. We are committed to FYiheath group being more than just a place to work and are intentional about our values of opportunity, diversity, equity and inclusion in the environment we create for our team members to thrive.

    At FYi, we hope you’ll grow as a professional and as an individual, knowing you can come to work each day, have a meaningful impact on people’s lives and have fun doing it. 

    Thank you so much for your interest in this role and FYihealth group. We appreciate the time it takes to read and apply, and we don’t take your application lightly. Hopefully, you’re a fit, and if so, we look forward to chatting with you in person and telling you more about us and this opportunity.


    To apply, please visit the following URL:

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