IMIT Manager, YourHealthNS Design and Support

About the Opportunity

The IMIT Manager, YourHealthNS Design and Support reports to the Senior Director, YourHealthNS. 

This role oversees a multi—disciplinary team responsible for both handling user support processes and issues and leading the design team, ensuring seamless collaboration between user experience (UI/UX) design and support functions to deliver an optimal user experience for YourHealthNS initiatives.

Performing a variety of tasks, these include but are not limited to; coordination of resources and stakeholders; managing timelines and milestones; documenting outcomes; and, monitoring, summarizing and communicating the progress of activities to the appropriate leadership team members. Additionally, this management position ensures that all activities within their responsible area are supported by NSH's YourHealthNS business plan, established policies/ procedures, and in line with service level agreements between NSH and other partners. The Manager of Design and Support will also function in a senior subject matter expert role within the team.

Specific Accountabilities

•    Lead, coordinate, and mentor a team of technical and non—technical support staff and designers, fostering a collaborative and innovative environment.
•    Setting measurable goals and reporting metrics for your team to demonstrate progress and achievement.
•    Manage and oversee the entire design process, from user research to final implementation.
•    Manage and oversee user support, ensuring the team meets service level objectives, and the needs of the user are met.
•    Collaborate with stakeholders to ensure alignment on deliverables (wireframes, prototypes, and user flows), keeping senior leadership updated on progress.
•    Drive the implementation and maintenance of test automation frameworks and tools.
•    Identify, document, and track design defects and user support tickets, working closely with other workstreams resolve issues effectively.
•    Keeping a strong focus on delivery priorities, being accountable for delivery, and responding swiftly to changing user needs.
•    Collaborate with the development team, project manager, system analysts and other stakeholders to ensure that designs are implemented seamlessly into production.
•    Lead the design team to create intuitive and accessible user experiences while ensuring the support team efficiently resolves user issues to maintain high satisfaction levels.

About You

We would love to hear from you if you have the following:

• Bachelor's degree in Computer Science, Software Engineering, or a related technical field. (Interaction Design, Product Design, Service Design, HCI/UX, etc.).
• 5 + years' professional experience in UI/UX design on both web and mobile platforms, including significant experience in design research, product design, design research planning, and client management and execution.
• Proficiency in design and prototyping tools such as Figma, Adobe XD, or Sketch.
• Excellent customer service skills, ability to quickly determine the source of and resolve customer inquiries.
• Strong understanding of UX principles, interaction design, and information architecture.
• Experience with responsive design and accessibility standards (e.g., WCAG).
• Ability to translate analytics and user feedback into actionable design improvements.
• Expert knowledge of creating designs optimized for multiple devices and screen sizes.
• Experience in identifying and implementing improvement opportunities.
• Experience managing budgets.
• Experience with a range of design and support tools, such as Jira for tracking support tickets and Figma for UI/UX prototyping.
  

Please ensure your resume is up to date and includes all relevant education, experience, training, and certifications.

About You Continued

The following are considered assets:

• Knowledge of front—end development (HTML, CSS, JavaScript).
• Familiarity with tools like Google Analytics or PageSense for user data analysis.
• Understanding the role of microcopy in improving user interactions and clarity.

Hours

• Full-time Position; 75 Hours Biweekly

Compensation and Benefits

$45.45- $56.81 Hourly

Successful candidates may be eligible for our benefits package which includes health, dental, travel, long-termdisability, and life insurance coverage as well as a defined benefit pension plan.