Coordinator, Client Support

Who We Are

London Health Sciences Centre (LHSC) is a world-class academic health sciences centre located in the southwestern Ontario city of London. Just two hours from Toronto and two hours from Detroit, London features a beautiful and walkable downtown core located on the Thames River, a vibrant culinary scene and scores of activities that highlight local arts, culture and music.  As one of Canada's largest acute-care teaching hospitals, LHSC delivers world-class care and experiences, built on our commitment to excellence in research, innovation, and learning. In partnership with our communities, we design and advance healthcare to support the wellness of the populations we serve. LHSC delivers both local and regional services, including the Children's Hospital, within a large geographic area. LHSC is known for its great people and great care, with a workforce of close to 15,000, dedicated to delivering the highest quality patient care while partnering with communities to transform health, one life at a time. 

ITS is dedicated to advancing the quality and safety of care through enabling digital technologies and innovation. ITS provides a full suite of digital health, virtual care and technology solutions to LHSC, St. Joseph's Healthcare London, and nine Regional partner hospital sites. ITS also supports Ontario's largest single regional Hospital Information System (HIS), branded OneChart, across eleven hospitals with over 2,500 beds. ITS is also engaged in various initiatives with Ontario Health and the Ministry of Health to support efficient use of healthcare technologies in our region. The culture of collaboration, respect and excellence drive the team to new advances for patients, clinicians, and all members of the health care community. 

Posting Period

May 2 - May 15, 2025

Job Summary

Client Support is the front door and face of ITS to all the clients we serve at the hospitals in London. It is the front line to client questions, issues, and concerns related to the equipment and applications. Our reliance on technology in the hospitals continues to grow each day, and both clinical and corporate operations depend on the capability of the client support team to resolve any technology issues they might be presented with hospital operations depend on them. The role of the Coordinator is critical to the formation and maintenance of a service culture in ITS.

Reporting to the Manager, Client Support, the Coordinator, Client Support is accountable for the leadership of Help Desk and Desktop Support team members and supports the development, coordination, and delivery of effective and efficient team operations. This includes day-to-day unit activities, management of human and material resources, staffing and scheduling, development and support of a healthy workplace, risk and utilization measurements, and facilitation of improvement initiatives and change management. The Coordinator fosters effective working relationships and networks within the team and with other teams across the organization.

LHSC is committed to the principles of hybrid work and may offer this option to employees whose work can be performed in an alternate location, without adverse impact to the operations of the Hospital, inclusive of our Staff and Patient experience. Confirmation of hybrid work options available to you will be clarified upon hire and may be subject to change based on the duties required of your position. Successful candidates will be required to perform work within Ontario and must be available to work on location, as required.

NOTE: This role is required to be on-call, evenings and weekends on a rotational basis of one (1) week out of every eleven (11) weeks.

Qualifications

Who You Are

• You are self-aware of own assumptions, values, principles, strengths and limitations

   

• You manage and develop self while modeling qualities such as honesty, integrity, resilience, and confidence

   

• You engage and support others to foster development, personal goals and encourage a healthy organization

   

• You achieve results by strategically aligning direction, decisions, actions and evaluation with the vision, values and evidence

   

• You facilitate an environment of collaboration and cooperation

   

• You create connections, build partnerships and networks

   

• You demonstrate a commitment to the organizational vision, mission, values and service excellence

   

• You are a transformational thinker that encourages and supports innovation

   

• You have exceptional analytical skills that contribute to effective decision-making

   

• You are self-directed, courageous, and highly motivated with excellent interpersonal and effective communication skills 

What Skills Are Needed

• Understanding of ITS hardware and software. Identifying issues with an ability to work with various shareholders to resolve existing IT issues and prevent future IT issues

   

• Ability to translate technical information into action items that are easily understood by a wide range of non-technical individuals across both LHSC & St. Joseph's

   

• Committed to customer service excellence

   

• Calm and professional demeanor 

   

• Ability to manage multiple competing priorities

   

• Planning and executing action plans that deliver results and motivate individuals for greater performance excellence

   

• Strong business acumen 

   

• Values-based leadership and a proven track record for developing and sustaining healthy work environments and effective teams while leading in a performance-driven culture 

   

• Lead and drive system transformation

   

• Develop self and others through teaching, coaching, mentoring and formal development processes 

   

• Strong analytical skills that contribute to effective problem solving and decision-making

What You Will Bring with You

• Successful completion of a recognized baccalaureate degree program in Computer Science, Technology, Computer Networking, or equivalent combination of education and experience as acceptable to the hospital preferred*

   

• Related post-graduate education preferred

   

• CompTIA A+ Certification preferred

   

• Minimum three (3) years' experience in progressively more responsible leadership roles in a healthcare environment, preferably in an acute care academic teaching hospital

   

• Minimum one to two (1-2) years' experience in progressively more responsible leadership roles in an IT support or Customer Service environment 

   

• Fluent and computer literate with computer systems such as email and Microsoft Office applications (MS Word, Excel & PowerPoint)

   

• Demonstrated ability to attend work on a regular basis

*Consideration for an interview will be given to an education and prior experience assessment

Other Information

London Health Sciences Centre fosters a culture of patient and staff safety whereby all employees are guided by LHSC's Mission, Vision, Values and Code of Conduct.

LHSC is committed to employment equity and diversity in the workplace and welcomes applications from women, visible minorities, Indigenous people, persons with disabilities, and members of the 2SLGBTQIA+ community. We are committed to providing persons with disabilities equal opportunities and standards of goods and services, and are also fully compliant with the Accessibility for Ontarians with Disabilities Act (2005), as applicable.

Submission Requirements (please submit as a PDF document)

• Cover Letter, Resume and Listing of Education, Credentials, Certifications and References. 

   

As part of the assessment process applicants may be required to complete a written profile, presentations, etc. Please be advised that reference checks may be conducted as part of the selection process.

Immunization Requirements:

Before beginning employment at LHSC, all new hires must provide documentation related to LHSC's Health Review Requirements. For more information and a detailed list of requirements, please visit Health Review Requirements | LHSC.

Your interest in this opportunity is appreciated. Only those applicants selected for an interview will be contacted. Successful candidates, as a condition of job offer, would be required to provide a satisfactory police information check (original document) completed in the last 6 months.