SUPERVISOR SERVICE DESK

Department: Service Desk & Deskside
Program: Information Technology
Status: Regular Full Time
Days, on-call - 8 Hour Shifts (Subject to Change)
Lakeridge Health Oshawa
Wage Schedule: $44.990 - $61.350 per hour
Vacancy: 2500002465
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. Provide strategic leadership in advancing technology enhancements, digital transformation, and enterprise-wide innovation projects, including the evaluation and implementation of AI-driven initiatives. Drive continuous improvement, optimize workflows, and align IT service delivery with organizational priorities, regulatory requirements, and cybersecurity best practices.
Duties/Responsibilities:
" Develop and execute a long-term strategy for IT service delivery, ensuring alignment with enterprise goals, digital transformation initiatives, and emerging technology adoption such as AI, automation, and advanced analytics.
" 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, leveraging predictive analytics and AI where possible to anticipate and resolve issues proactively.
" 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.
" Collaborate with senior leadership and stakeholders to align technology projects with enterprise strategic objectives, ensuring IT is positioned as a proactive partner in innovation and patient care transformation.
" Regularly engage with end users across Lakeridge Health sites to gather feedback, assess IT service effectiveness, and drive enhancements.
" Lead the strategic evaluation, selection, and implementation of new technologies, including AI-enabled tools, automation platforms, and digital workplace solutions, to enhance IT service delivery and end-user experience.
" Act as a change champion, ensuring successful adoption of innovative solutions across the organization while maintaining alignment with healthcare delivery priorities.
" Identify and implement industry best practices, emerging technologies, and automation solutions to enhance IT service management and drive organizational competitiveness in digital health.
" 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.
" 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.
" Certifications or training in AI, automation, or digital transformation frameworks are considered an asset.
" 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.
" Demonstrated experience in leading technology enhancement initiatives, including AI/automation projects, digital transformation efforts, or enterprise-wide innovation deployments.
" Strong analytical and problem-solving skills, with the ability to leverage data-driven and AI-enhanced insights to optimize IT operations.
" Hands-on experience with IT support technologies, enterprise applications, and system troubleshooting.
" 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 and strategic innovation initiatives
" 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 and strategic innovation initiatives
" Office based position onsite at Oshawa Hospital with the option of some remote work.
" Will require after-hours or on-call support for critical IT incidents.

Please refer the Job description for details