McKesson Software Support Manager in Quebec, Canada

McKesson is in the business of better health and we touch the lives of patients in virtually every aspect of healthcare. At McKesson Canada, we touch the lives of 12 million Canadians every day. We carry more than 35,000 products in 17 distribution centers and ultimately provide distribution to 6,300 retail pharmacies, 1,350 hospitals, long-term care centers, clinics and institutions all over Canada. But we're so much more than a distribution company. We've automated 2,500 retail pharmacies and dispense over 100 million doses a year through our automation solutions. Manufacturers, healthcare providers and patients count on us for a full range of services that contribute to the quality and safety of care for us all.

At McKesson Canada, you’ll help us carry out our mission to improve lives and advance healthcare. Working here is your opportunity to shape an industry that’s vital to us all.

Job Summary

The Software Support Manager manages all aspects of the Software Support department (technical, project, process, administrative) in order to maintain the highest possible quality software product in a structured, traceable and repeatable manner.

Sets Application software support strategy and processes for McKesson Technology Canada, implements and enforces best quality practices.

Section A – Specific Responsibilities

Certain responsibilities associated with this role are included in Section B. Specific duties include, but are not limited to the following:

  • Grow the Software support department to meet increasing needs driven by Software's expansion (establish needs, recruit, train and integrate new hires).

  • Manage staff performance in all aspects e.g.:setting objectives, performance appraisals, promotions, corrective actions, overtime, vacation.

  • Determine and accountable for software support budgets, resource allocation and operating plans.

  • Plan resources and assignments, manages software support analysts in various locations.

  • Ensure team members are following approved processes and are meeting agreed schedules.

  • Coach and mentor the team members and resolve scheduling resource conflicts.

  • Evaluate software support tools and make sure the appropriate tools are used when diagnosing issues.

  • Streamline and enhance the software support lifecycle to ensure the right resources , tools, infrastructure, processes are in place

  • Responsible for fielding Support Desk issues that escalate to Level 2

  • Manage metrics for support team areas

  • Communicate with business partners and associates at all levels.

  • Create and manage documentation of team procedures and processes

  • Interact with peer managers and superiors on how best to deliver Software products to ensure appropriate quality, and to be on time with no surprises. Verify and clarify dependencies and contingencies with other groups.

  • Manage/resolve scheduling/prioritization conflicts.

  • Develop and continuously improve the company’s software support strategy, practices, and efficiencies establishing Software support objectives and best practices.

  • Direct ongoing hands-on involvement in Change and Release Management, software risks and risk management strategies.

Section B – General Responsibilities

  • Supervise and manage all aspects of Software support Analysts team.

  • Manage the on call support schedule for the supported applications

  • Monitor progress of releases under test and prepare appropriate support for deployment and production

  • Work with the leadership and peer managers on guidelines and projects.

  • Encourage improvements to the process without impacting quality.

Section C – Position Requirements


  • BS degree in Computer Science, or equivalent

  • Minimum 5 years of hands-on experience as software support manager, help desk manager or installation/integration services manager or equivalent work experience in fast-paced environments

  • Demonstrated management, leadership and interpersonal skills

  • Need experience with and a strong commitment to rigorous, quality-driven process methods. Must have strong presentation, interpersonal written and oral communication skills. Require project management experience

  • Must have demonstrated the ability to provide consistent, high quality responsiveness and overall service to clients. Need to be able to build successful relationships with clients (in-house users) via telephone, email, IM, and in person. Presentation skills are necessary

Ability to:

  • Proven ability to support Tier 1 high quality products, on time and on budget in fast-paced environments

  • Proven ability to hire, lead and motivate successful support teams

  • Solid track record of process improvement.

  • Proven ability to work collaboratively with interdepartmental teams to achieve desired results

  • Experience with Automation technologies and methodologies

  • Good communication and organizational skills

  • Good analytical and problem resolution skills

Benefits & Company Statement

McKesson believes superior performance – individual and team – that helps us drive innovations and solutions to promote better health should be recognized and rewarded. We provide a competitive compensation program to attract, retain and motivate a high-performance workforce, and it’s flexible enough to meet the different needs of our diverse employee population.

We are in the business of better health and we touch the lives of patients in virtually every aspect of healthcare. We partner with payers, hospitals, physician offices, pharmacies, pharmaceutical companies and others across the spectrum of care to build healthier organizations that deliver better care to patients in every setting.

But we can’t do it without you. Every single McKesson employee contributes to our mission—whatever your title, whatever your role, you act as a catalyst in a chain of events that helps millions of people all over the globe. Talented, compassionate people are the future of our company—and of healthcare. At McKesson, you’ll collaborate on the products and solutions that help us carry out our mission to improve lives and advance healthcare. Working here is your opportunity to shape an industry that’s vital to us all.

Qualified applicants will not be disqualified from consideration for employment based upon criminal history.

Recruiting Disclaimer

The material contained herein is provided for informational purpose only. All open jobs offered by McKesson Canada on this recruitment system are subject to specific job skill requirements. The job skill requirements, qualifications, and preferred experience are determined by a subsidiary, office or department within the company which is offering the position, and all positions are subject to local prevailing employment laws and restrictions. This would include immigration laws pertaining to work authorization requirements and any other applicable government permissions or compliance.

The materials on this site are provided without warranties of any kind, either expressed or implied, including but not limited to warranties regarding the completeness of information contained on this site or in any referenced links. While McKesson Canada attempts to update this site on a timely basis, the information is effective only as of the time and date of posting.

By providing your application to McKesson Canada you hereby consent to McKesson Canada obtaining personal information regarding you that is related to the position applied for. You also consent to McKesson Canada transferring your application details to our recruitment partners for their review and assistance. You also consent to McKesson Canada keeping your application on file.

McKesson Canada is an equal opportunity employer and values diversity in its workforce. We encourage applications from all qualified individuals and will accommodate applicants' needs, up to the point of undue hardship, throughout all stages of the recruitment and selection process.

The information on this site is for information purpose only and is not intended to be relied upon with legal consequence.

Job: Data Management

Organization: McKesson Canada

Title: Software Support Manager

Location: Canada-Quebec-Montreal

Requisition ID: 18006405