2500001148 - Supervisor Service Desk

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.
• 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 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 critical IT incidents.
  
  

Conditions Of Employment

The terms and conditions of employment are in accordance with Lakeridge Health's policies and procedures.

Lakeridge Health thanks all applicants, however, only those selected for an interview will be contacted.

Successful External applicants must provide a satisfactory Criminal Investigation Reference for the vulnerable sector, dated within the past six (6) months.

Accommodation will be provided in all parts of the recruitment and assessment process in accordance with the Accessibility for Ontarians with Disabilities Act (AODA). Applicants need to make their needs known in advance.

At Lakeridge Health we value inclusion and diversity. We are committed to fostering a culture that is respectful, inclusive and accessible and to employing a workforce that is representative of the diverse community we provide services to. As an equal opportunity employer we welcome applications from all qualified applicants.

Lakeridge Health is committed to providing a safe and healthy work environment and to preventing the transmission of COVID 19 infections among Lakeridge Health team members and our patients. New Lakeridge Health team members will be required to provide proof of full vaccination for COVID-19 during their Post-offer/Pre-employment Health Assessment, subject to any exemptions recognized under the Ontario Human Rights code.