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Supervisor Service Desk

2 weeks ago

Oshawa, Canada Lakeridge Health Full time

**Supervisor Service Desk**
- Department:_ IT Service Desk and Tech Support
- Program:_ Information Technology
- Status:_ Regular Full Time
Days - 8 Hour Shifts (Subject to Change)
Lakeridge Health Oshawa
- Wage Schedule:_ $40.490 - $55.120 per hour
Vacancy: 2500001148

Job Summary:
Lead and oversee the IT Service Desk and Deskside team functions, ensuring the delivery of high-quality, efficient, and user-centric IT support across the organization. Drive continuous improvement, optimize workflows, and align IT service delivery with organizational priorities, regulatory requirements, and cybersecurity best practices.

Duties and Responsbilities:
Strategic Leadership & IT Service Management
- Develop and execute a long-term strategy for IT service delivery, ensuring alignment with enterprise goals and digital transformation initiatives.
- Establish and monitor key performance indicators (KPIs) and service level agreements (SLAs) to drive operational excellence and continuous improvement.
- Oversee the development and maintenance of IT service management processes, ensuring compliance with ISO 27001 and 27701, healthcare regulations, and cybersecurity frameworks.
- Provide strategic insights through data-driven reporting on service trends, incident resolution, and IT support challenges.

Operational Excellence & IT Support Optimization
- Lead a high-performance IT Service Desk and Deskside Technical team, ensuring efficient and proactive resolution of technical issues while enhancing the end-user experience.
- Act as a senior escalation point for complex IT incidents, ensuring timely resolution and effective communication with stakeholders.
- Partner with IT leadership and cross-functional teams to refine IT support policies, optimize workflows, and improve enterprise-wide technology adoption.
- Maintain and enhance the IT Knowledge Base and documentation to improve operational efficiency and reduce recurring incidents.

Stakeholder Engagement & IT Advocacy
- Collaborate with senior leadership, clinical teams, and corporate stakeholders to ensure IT support aligns with business and healthcare delivery needs.
- Regularly engage with end users across Lakeridge Health sites to gather feedback, assess IT service effectiveness, and drive enhancements.

Technology & Innovation
- Support IT projects, system upgrades, and new technology deployments that improve operational efficiency and patient care.
- Identify and implement industry best practices, emerging technologies, and automation solutions to enhance IT service management.

People Leadership & Development
- Manage weekly schedules for Service Desk, Deskside and IT on-call teams.
- Mentor, coach, and develop IT Service Desk staff, fostering a culture of continuous learning, innovation, and customer excellence.
- Lead regular training initiatives to enhance technical expertise and service delivery capabilities within the IT team.

Other Responsibilities
- Ensure IT support policies and procedures align with evolving regulatory requirements and security standards.
- Perform other leadership responsibilities as required to support the organization's IT and digital health strategy.

Qualifications:

- Bachelor's degree or diploma in information technology, Computer Science, or a related field (or equivalent work experience).
- ITIL Foundation certification required; advanced ITIL certifications (e.g., ITIL Managing Professional) preferred.
- Certifications in IT Service Management (e.g., HDI, Microsoft Certified: Modern Desktop Administrator, or related) are an asset.
- Knowledge of ISO 27001, ISO 27701, and cybersecurity best practices is strongly preferred.
- Minimum 5+ years of experience in IT service management, IT support, or a related leadership role.
- Proven experience leading an IT Service Desk or technical support team in a complex, multi-site organization.
- Strong knowledge of IT service management (ITSM) frameworks, incident management, and service delivery best practices.
- Experience with ITSM tools (e.g., Manage Engine (Service Desk Plus), ServiceNow, BMC Helix, Jira Service Management) to drive service improvements.
- Strong analytical and problem-solving skills, with the ability to leverage data-driven insights to optimize IT operations.
- Familiarity with healthcare IT environments, regulatory compliance, and cybersecurity frameworks is an asset.
- Demonstrated ability to lead, mentor, and develop high-performing IT teams.
- Strong stakeholder engagement skills, with the ability to collaborate effectively with senior leadership, clinical teams, and corporate staff.
- Excellent verbal and written communication skills, with a focus on user experience and service excellence.
- Ability to manage multiple priorities in a fast-paced environment while driving continuous improvement initiatives.

Work Environment:

- Office based position onsite at Oshawa Hospital with the option of some remote work.
- Will require after-hours or on-call support for cri