Harris healthcare

(Remote) Director of Support and Managed Services

Burnaby, British Columbia, CA · Director

Sponsorship not specified$90k-$120kDetected 15 days ago

Process ImprovementCustomer SupportLeadershipCommunicationProblem SolvingAccounts Payable

About the role

This remote role welcomes candidates anywhere in Canada and the US.
Candidates must hold a current, valid passport and be legally eligible to travel internationally.
The successful candidate will demonstrate curiosity and a willingness to actively adopt and leverage AI tools to improve workflows, solve problems, and increase efficiency.

Direct/lead the Support and Managed Services teams for proprietary software.
Select, develop, coach, and evaluate Support Analysts, Team Leads, and Managers.
Identify and implement opportunities to improve service delivery, operational efficiency, and customer value.
Manage and delegate customer escalations, when necessary, ensuring timely service recovery and resolution.
Partner with the Vice President to execute strategic initiatives for the Support and Managed Services organizations.
Establish, document, and maintain scalable operational processes to support business growth.
Monitor and report on key operational metrics and drive continuous improvement through data-driven decision making.
Develop and maintain operational documentation, knowledge management practices, and standard operating procedures.
Lead the adoption of AI and automation to improve team productivity, customer experience, and operational efficiency.
Manage employee expense approvals.

Travel is required as needed, approximately 25%.
This includes either passport based visa exemption or possession of any required travel visas for entry into Canada, the United States, and the Caribbean.
Bachelor's Degree.
Experience driving operational improvements through metrics, process optimization, and continuous improvement initiatives.
Travel to customer sites, conferences, and company meetings as required.

Experience leveraging AI and automation to improve business processes is preferred.

Prepare monthly and annual updates for budgets, accruals, and forecasts.
Collaborate with the Finance Department to prepare annual and monthly billings for the customer base.

3 weeks' vacation and 5 personal days
Comprehensive Medical, Dental, and Vision benefits starting from your first day of employment
Employee stock ownership and RRSP/401k matching programs

Harris is a leading provider of mission critical software to the public sector in North America.
Harris will continue to growth through reinvestment - both in the people and products that we offer and making investments in acquiring new businesses.

This includes either passport based visa exemption or possession of any required travel visas for entry into Canada, the United States, and the Caribbean.

This listing is sourced directly from Harris healthcare's careers page and normalized into a canonical job model.