Top Benefits
About the role
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.
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 for all team members and patients. New Lakeridge Health team members will be required to complete a Pre-employment Health Assessment as a condition of employment.
About Lakeridge Health
Lakeridge Health is one of Ontario’s largest community hospitals, serving people across Durham Region and beyond. We are part of our community and it shows in the care we provide – because the people coming through our doors are our neighbours, family and friends.
With five hospitals, four emergency departments, three critical care units, a longterm care home, a full range of medical and surgical specialties, more than 20 community health-care locations and a state-of-the-art surgical centre within the soon-to-open Jerry Coughlan Health & Wellness Centre, Lakeridge Health offers some of the broadest and most comprehensive acute care, ambulatory care, and long-term care services in Ontario.
Lakeridge Health is also home to several regional specialty centres and services, including the Central East Regional Cancer Program, R.S. McLaughlin Durham Regional Cancer Centre, The Shoulder Centre, and eye care and chronic kidney disease services. Additionally, we are proud to serve our community with a full suite of inpatient, ambulatory, and community-based mental health and addictions services, and provide safe, high-quality, compassionate care in our state-of-the-art long-term care home, Lakeridge Gardens.
Guided by our vision of One System. Best Health. and supported by a dedicated team of more than 8,700 staff, physicians, and amazing volunteers, Lakeridge Health is working in collaboration with its Durham Ontario Health Team, primary care, and community and government partners to foster a truly integrated, regional system of care. Together, we are focused on empowering people to live their best health and fostering an accessible, inclusive, and equitable environment for all.
The Lakeridge Health Education and Research Network is attracting new research talent and is now a satellite campus for the Queen’s University Family Medicine Program. And our Whitby site is a national leader in adopting a nurse-practitioner led model of care.
Top Benefits
About the role
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.
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 for all team members and patients. New Lakeridge Health team members will be required to complete a Pre-employment Health Assessment as a condition of employment.
About Lakeridge Health
Lakeridge Health is one of Ontario’s largest community hospitals, serving people across Durham Region and beyond. We are part of our community and it shows in the care we provide – because the people coming through our doors are our neighbours, family and friends.
With five hospitals, four emergency departments, three critical care units, a longterm care home, a full range of medical and surgical specialties, more than 20 community health-care locations and a state-of-the-art surgical centre within the soon-to-open Jerry Coughlan Health & Wellness Centre, Lakeridge Health offers some of the broadest and most comprehensive acute care, ambulatory care, and long-term care services in Ontario.
Lakeridge Health is also home to several regional specialty centres and services, including the Central East Regional Cancer Program, R.S. McLaughlin Durham Regional Cancer Centre, The Shoulder Centre, and eye care and chronic kidney disease services. Additionally, we are proud to serve our community with a full suite of inpatient, ambulatory, and community-based mental health and addictions services, and provide safe, high-quality, compassionate care in our state-of-the-art long-term care home, Lakeridge Gardens.
Guided by our vision of One System. Best Health. and supported by a dedicated team of more than 8,700 staff, physicians, and amazing volunteers, Lakeridge Health is working in collaboration with its Durham Ontario Health Team, primary care, and community and government partners to foster a truly integrated, regional system of care. Together, we are focused on empowering people to live their best health and fostering an accessible, inclusive, and equitable environment for all.
The Lakeridge Health Education and Research Network is attracting new research talent and is now a satellite campus for the Queen’s University Family Medicine Program. And our Whitby site is a national leader in adopting a nurse-practitioner led model of care.