Manager, Client Services (Manager, User Support Services)

Manager, Client Services (Manager, User Support Services)

Competition No: 45846

Salary Range: $3,760.89 - $4,701.11 Bi-Weekly / $97,783.14 - $122,228.86 Annually (EC 12)

Position Status: Permanent

Benefits: Paid Holidays, Vacation, Family Leave, Health, Dental, and Defined Benefits Pension

Location: Multiple Locations

Department: Cyber Security & Digital Solutions

Classification: Exclusion - Non Union - NSPG

Closing Date: 4/30/2025 (Applications are accepted until 11:59 PM Atlantic Time)

At the Department of Cyber Security and Digital Solutions (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.

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.

About Our 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. This position is responsible for support within the Valley, South Shore, and Southwest areas.

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.

Who We're Looking For

• You are passionate about enhancing people's service experience and have a strong drive to resolve complex technical problems through various channels.
• You embody our values of respect, integrity, diversity, accountability, and the public good.
• You have a proven track record of using data-driven approaches to solve problems and communicate progress effectively.

Key Responsibilities

Your primary accountabilities will include:

• Managing a team of partner-focused employees in the delivery of high-quality, secure digital services.
• Ensuring the team meets service level objectives and follows all operational processes.
• Promoting a culture of trust, teamwork, and psychological safety.
• Working with stakeholders to build collaborative relationships and innovate.
• Setting measurable goals and reporting metrics for your team.
• Leading or contributing to digital transformation activities.

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.

• Experience managing partner-focused teams and fostering a positive team culture.
• Experience motivating teams to provide excellent service and building relationships.
• Experience in decision-making in the development and ongoing management of high-quality digital support services.
• Experience working in a healthcare or public sector environment.
• Excellent communication and interpersonal skills.

Equivalency

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

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.