Gestionnaire d'équipe, soutien N2 / Team Manager, L2 Support

  • Full-time

Company Description

With 40 years of expertise, LGI Healthcare Solutions develops technological software for the healthcare network. We specialize in providing solutions for clinical, financial and material management, performance and analysis, and workforce management, which includes payroll management. Innovation is at the heart of our activities and we partner with our customers to solve crucial issues and ensure the well-being of patients and all members of the health sector. Today, our solutions support 320,000 healthcare professionals and over 6 million patients.

At LGI Healthcare Solutions, we value diversity and equal access to employment for all. Should you require specific assistance during the recruitment and integration process, don’t hesitate to let us know. It will be our pleasure to accommodate you while respecting the confidentiality of your personal information.

Job Description

Are you looking to advance your career by joining a team of passionate and motivated professionals who bring their talents to the healthcare system? 

Dare to take the leap and realize your full potential with us in an inspiring and dynamic environment that values flexibility, teamwork, learning, and excellence.

What will your days be like at LGI Healthcare Solutions? 

Reporting to the Director of Technical Support, you will participate in support operations and act as a reference within the team, to eliminate blockages in the resolution of incidents and anomalies encountered by our customers. You will encourage your team to provide quality customer support, and quickly process and resolve requests to achieve the level of service negotiated with customers. The team is characterized by its collaborative and analytical approach. You will also assist the manager in managing operations, prioritizing and assigning work, as well as in process optimization and continuous improvement. In addition, you will actively collaborate with and support the Director's decision-making process through extensive collaboration and exchanges with colleagues both inside and outside the department.

How will your contributions be showcased?

Operations management

  • Supervise team performance;
  • Oversee sound queue management by ensuring that requests are properly prioritized, handled, and resolved in a timely manner;
  • Maintain regular individual follow-ups with team members.

Coaching and training

  • Act as mentor/coach/expert to team members;
  • Identify, coordinate, and/or deliver required knowledge transfers;
  • Be available to support the team with complex requests;
  • Collaborate with the Release Management Process (RMP), to take the necessary measures to support them.

Continuous improvement and process optimization

  • Ensure the revision/evolution of tools, processes, documentation, and knowledge base in collaboration with team members;
  • Facilitate workshops and team meetings;
  • Ensure processes are disseminated and adhered to by team members.


What you will bring to LGI Healthcare Solutions to succeed in the role:

  • 8 years experience in a level 2 support role (application support);
  • University degree in a computer-related discipline (combination of degree with years of experience will also be considered);
  • At least 2 years of experience in personnel management or team coordination;
  • Results-oriented approach;
  • Customer service-oriented and collaborative approach;
  • Good analytical skills;
  • Good management of priorities;
  • Availability, flexibility, and autonomy;
  • Interest in acquiring new knowledge;
  • Open to atypical working hours for remote controls;
  • This position must be bilingual as the candidate will be responsible for working with documentation in both French and English and communicating, orally and in writing, with both French-speaking and English-speaking partners/clients/suppliers/colleagues.

Additional Information

Here are the many benefits to ensure your personal and professional well-being as well as financial health:  

  • Remote, in-office, or hybrid work, with the option of flexible hours to promote balance and performance 
  • Group insurance plan and group RRSP with employer participation in effect from day one 
  • Minimum of 3 weeks vacation + 5 days personal leave per year 
  • Access to a telemedicine service and a complete assistance program for all employees and their family 
  • Financial contribution to your training and professional development 
  • More than 40 years of expertise in the health IT field opens the door to many career opportunities 
  • Projects integrating Agile methodology 
  • Employee discount program  
  • An organizational culture rooted in the values of courage, determination, excellence, and collaboration around which we come together to develop technology solutions for the healthcare field. 

If you are interested in this position, we would be very happy to tell you more about the role, the team, and life at LGI Healthcare Solutions.  

Apply now!

Privacy Policy