Gestionnaire de service, soutien / Service Manager, 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 bright, bold professionals who are committed to improving patient care?   

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 Customer Support, you will be primarily responsible for assisting the Director and Team Managers of Customer Support in the coordination of customer support services, proactive incident management, communication with customers and stakeholders, change management, continuous process improvement, and monitoring overall service performance.

How will your contributions be showcased?

  • Effectively coordinate the handling of critical incidents by collaborating with different levels of support to ensure fast and efficient resolution;
  • Manage customer escalations related to critical incidents by ensuring transparent and proactive communication with customers and stakeholders;
  • Identify root causes of recurring incidents and implement solutions to prevent their recurrence, as well as maintain a knowledge base of issues and solutions;
  • Assess, plan, and supervise the implementation of changes in systems and processes to minimize impacts on services and ensure business continuity;
  • Identify and implement improvements to support processes to increase the efficiency and quality of services offered;
  • Produce regular reports on customer support performance, identify trends, and recommend areas for improvement.


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

  • Communicative and collaborative leadership;
  • Strong analytical and data-driven mindset;
  • Experience in customer service, particularly in managing customer escalations;
  • Excellent time and priority management skills;
  • Excellent root cause analysis and problem-solving skills;
  • Knowledge of ITIL principles (asset);
  • Knowledge of health IT (asset);
  • 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!

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