Team Lead – Technology and Innovation – Health Link
Your Opportunity:
Are you a strategic, technically skilled leader seeking a dynamic and impactful role in healthcare operations? Do you thrive in fast-paced environments where innovation, collaboration, and digital transformation are key to success? If you bring strong technical, communication, and leadership skills—and are passionate about improving public access to care through technology—then the Team Lead –Technology and Innovation at Health Link – Calgary Southport Tower is the opportunity for you.
Description:
The Team Lead – Technology and Innovation is a pivotal leadership role reporting to the Manager – Business, Technology and Information Services. This position oversees the technical and operational performance of Health Link’s contact centre, supervising the Analyst – Business and Technology and other team members. The Team Lead is responsible for workload management via the Issues Management System (IMS), ensuring timely resolution of technical issues and continuous improvement of operational efficiency. This role leads major technology and digital transformation initiatives, including the implementation and optimization of platforms such as Genesys Cloud, EPIC, AI-driven tools, and chatbot technologies. The Team Lead drives innovation in contact centre operations, supports disaster recovery planning, and ensures alignment with provincial standards and strategic goals. As the primary liaison with AHS IT and external vendors, the Team Lead provides expert guidance on technology investments, system upgrades, and the development of scalable solutions that enhance service delivery and reduce wait times.
- Classification: Team Lead
- Union: Exempt
- Unit and Program: Health Link
- Primary Location: Southport Tower
- Location Details: As Per Location
- Negotiable Location: Within Calgary Zone
- Employee Class: Regular Full Time
- FTE: 1.00
- Posting End Date: 02-MAR-2026
- Date Available: 12-MAR-2026
- Hours per Shift: 7.75
- Length of Shift in weeks: 2
- Shifts per cycle: 10
- Shift Pattern: Days
- Days Off: Saturday/Sunday
- Minimum Hourly Salary: $37.82
- Maximum Hourly Salary: $64.86
- Vehicle Requirement: Not Applicable
Undergraduate degree or diploma in Information Technology, Health Informatics, Project Management, or related field. 5–7 years of progressive experience in project and technology management. Demonstrated leadership in managing technical teams and initiatives. Experience with contact centre platforms (e.g., Genesys), health systems (e.g., EPIC), and cloud technologies. Strong understanding of IT service management, change management, and business analysis. Proficiency in Microsoft 365, Windows 11, and endpoint management tools. Knowledge of AHS systems, protocols, and provincial health IT initiatives. Experience leading cross-functional teams and managing complex technical projects. Excellent communication, stakeholder engagement, and strategic planning skills. Commitment to continuous improvement and professional development.
Additional Required Qualifications:
Programming knowledge (VBA for Word, Excel, Access); scripting experience (PowerShell, Python) an asset. Basic network architecture and troubleshooting skills (LAN/WAN, VPN, VoIP). Experience with cloud computing platforms (Azure, AWS) and ITSM tools (e.g., ServiceNow). Knowledge of contact centre operations, telephony systems, and workforce management tools. Experience leading digital transformation initiatives, including AI/LLM integration and chatbot deployment. Understanding of EPIC workflows and integration in operational settings. Familiarity with provincial health system complexities, standards, and governance. Demonstrated ability to lead change, manage competing priorities, and deliver results in high-pressure environments. Strong analytical, organizational, and decision-making skills. Ability to develop and implement scalable technology solutions that align with strategic goals. Effective leadership and team-building skills with a focus on collaboration and innovation. Experience in developing and maintaining dashboards, reports, and performance metrics.
Preferred Qualifications:
3–5 years of progressive business analyst experience in healthcare or complex technical environments. 3–5 years of experience in technology implementation and operations. Certification in Project Management (PMP/CAPM), IT Service Management (ITIL® V4), and Business Analysis (CBAP). Experience with clinical decision support tools and contact centre analytics.
