2600002127 - Supervisor Telecommunications

Lakeridge Health; Oshawa; On-site; CAD 112,009,000 - 149,373,000; Full time

Job summary

Lakeridge Health is seeking a Supervisor Telecommunications to lead the 24/7 Telecommunication team at Oshawa. The role focuses on operational excellence, incident management, and coordinating emergency communications across multiple sites.

Ideal candidates bring five years in hospital telecom or contact centre settings, strong leadership, and experience with 2Ring/Rave/Beep systems, Microsoft 365, and ITIL practices. This temporary full-time role is based in Oshawa.

Qualifications

• Diploma or degree in Information Technology, Telecommunications, Healthcare Administration, Business Administration, or related field.
• ITIL Foundation certification preferred.
• Lean Healthcare, change Management or project management certifications are assets.

Responsibilities

• Develop and execute operational strategies for Telecommunications that align with organizational objectives and IT service delivery goals.
• Establish and monitor KPIs, SLAs, service standards, and operational metrics.
• Lead and improve telecommunications policies, procedures, and escalation pathways.
• Oversight of 24/7 unionized Telecommunications team and hospital switchboard operations.
• Coordinate emergency notifications, paging, and physician/staff on-call workflows.

Skills

Leadership

Stakeholder management

Communication

Analytical skills

Problem solving

Education

Diploma/degree in IT or Telecommunications

ITIL Foundation

Lean Healthcare / change management

Tools

2Ring

Rave

Beep

Microsoft 365

Job description

Supervisor Telecommunications

Department: Telecommunications

Program: Information Technology

Status: Temporary Full Time (18 Months)

Days - 8 Hour Shifts (Subject to Change)

Location: Oshawa

Wage Schedule: $39.090 - $52.130 per hour

NON 2600002127

Lakeridge Health is more than a hospital. It is a health network that includes five hospitals, a long-term care home, a community-based surgical centre, and more than 30 community sites across the Durham Region. Guided by our vision of One System. Best Health. and supported by a dedicated team of nearly 9,000 staff, physicians, and volunteers, Lakeridge Health is a place where the best people want to start, grow, and finish their careers in health care. We are focused on fostering an environment that’s inclusive, compassionate, innovative, and joyful. This is Lakeridge Health!

Duties And Responsibilities

• Develop and execute operational strategies for Telecommunications services that align with organizational objectives, patient care requirements, labour obligations, and IT service delivery goals.
• Establish and monitor key performance indicators, service level agreements, service standards, and operational metrics to promote reliable and consistent service delivery.
• Develop, maintain, and continuously improve telecommunications policies, procedures, standards, and escalation pathways.
• Lead service improvement initiatives through operational data, incident trends, stakeholder feedback, and recognized healthcare and telecommunications practices.
• Ensure operational readiness for emergency communications, downtime response, disaster recovery, and business continuity activities.
• Manage relationships with telecommunications vendors, carriers, and service providers, including service performance, issue escalation, and contract compliance.
• Provide input to budget planning and forecasts and monitor expenditures related to Telecommunications services, staffing, equipment, supplies, and service contracts.

Operational Excellence & Service Delivery

• Lead the daily operation of a 24/7 unionized Telecommunications team and ensure responsive, accurate, and respectful service for patients, families, staff, physicians, and external callers.
• Oversee hospital switchboard services, emergency code activations, paging services, physician and staff on-call communication, automated call routing, emergency notification, mass communication, and supported mobile communication workflows.
• Monitor call volumes, response and wait times, abandonment rates, service levels, emergency communication response times, quality indicators, and customer feedback.
• Act as the senior operational escalation point for service disruptions and complex telecommunications incidents, coordinating timely response and stakeholder communication.
• Ensure physician directories, call schedules, escalation pathways, departmental contacts, and related operational information remain accurate and current.
• Maintain the Telecommunications Knowledge Base, standard operating procedures, downtime documentation, and training materials.
• Coordinate telecommunications service restoration and contingency workflows during outages and downtime events.
• Provide operational reports and analysis to support departmental and organizational decision-making.

Stakeholder Engagement & Healthcare Partnerships

• Collaborate with clinical leadership, Professional Staff Affairs, Emergency Management, Security, Corporate Communications, IT teams, and operational departments to support healthcare communication requirements.
• Provide operational advice on communication workflows, service concerns, emergency communication requirements, and opportunities for improvement.
• Engage with users and stakeholders across Lakeridge Health sites to assess service effectiveness and identify opportunities to improve access, consistency, and experience.
• Participate in committees, projects, and organizational initiatives related to patient care, emergency preparedness, communication services, and operational excellence.

Technology & Innovation

• Support the planning, implementation, optimization, and lifecycle management of contact centre technologies, unified communications platforms, paging systems, emergency notification systems, call management applications, digital operator consoles, mobile workforce communication solutions, and cloud-based communication services.
• Evaluate emerging technologies and industry practices that may improve service reliability, communication access, staff workflows, and operational efficiency.
• Identify opportunities to use automation, self-service, artificial intelligence, and workflow modernization where appropriate and consistent with organizational governance.
• Use operational data and analytics to identify trends, forecast resource requirements, plan services, and measure continuous improvement outcomes.

Emergency Preparedness & Business Continuity

• Ensure Telecommunications services support organizational emergency response, command centre operations, critical incident management, and emergency code communication.
• Maintain emergency and downtime communication procedures and support staff readiness through education, exercises, and periodic testing.
• Participate in business continuity planning, disaster recovery activities, downtime preparedness, and post-incident reviews.
• Coordinate telecommunications communication requirements during emergency events, system outages, and major organizational incidents.

People Leadership & Development

• Provide leadership, coaching, mentorship, performance management, and clear direction to a unionized Telecommunications team.
• Manage workforce scheduling, shift coverage, vacation requests, overtime requirements, and replacement staffing in accordance with collective agreement and organizational requirements.
• Lead recruitment, onboarding, performance evaluations, attendance support, corrective action, and employee relations processes in partnership with the appropriate organizational resources.
• Develop workforce plans that address service demand, succession planning, training requirements, skill development, and long-term operational sustainability.
• Foster a culture of accountability, collaboration, psychological safety, continuous learning, innovation, and service excellence.
• Lead change management activities associated with new technologies, revised workflows, process improvements, and service changes.

Compliance, Governance & Resource Management

• Ensure Telecommunications practices comply with organizational policies, privacy obligations, accessibility requirements, applicable healthcare requirements, union collective agreement for CUPE and telecommunications standards.
• Support accreditation, audit, risk management, and quality improvement activities as required.
• Maintain appropriate operational records, reports, schedules, system information, and documentation.
• Monitor inventory levels and coordinate the requisition, receipt, storage, and replacement of Telecommunications equipment and supplies.
• Undertake additional leadership responsibilities as required to support the organization’s strategy, patient care priorities, and operational goals.

Qualifications

Education & Certifications

• Diploma or degree in Information Technology, Telecommunications, Healthcare Administration, Business Administration, or a related field. An equivalent combination of education and experience may be considered.
• ITIL Foundation certification preferred.
• Lean Healthcare, change management, project management, or related leadership certification is considered an asset.

Experience & Knowledge

• Minimum five years of progressive experience in hospital telecommunications, healthcare operations, contact centre operations, or a related communications environment.
• Minimum two years of leadership experience in a unionized environment, including workforce scheduling and application of a collective agreement.
• Experience supporting critical communication services in a 24/7 healthcare or similarly complex multi-site environment.
• Experience with emergency communications, physician communication workflows, contact centre operations, or major service disruptions is considered an asset.
• Knowledge of call management and contact centre technologies, hospital paging and notification systems such as 2Ring, Rave, and Beep, physician on-call processes, Microsoft 365 applications, reporting and analytics tools, IT Service Management practices, and healthcare operational workflows.

Leadership & Communication Capabilities

• Demonstrated ability to lead, coach, develop, and hold accountable a high-performing operational team.
• Strong stakeholder management, relationship-building, and conflict-resolution skills.
• Excellent verbal and written communication skills, with the ability to communicate clearly during routine operations and critical incidents.
• Strong analytical, organizational, and problem-solving capabilities with sound judgment and attention to detail.
• Ability to manage competing priorities, make timely operational decisions, and lead continuous improvement in a fast-paced healthcare environment.
• Commitment to patient-centered service, inclusion, accessibility, privacy, quality, safety, and service excellence.

Work Environment

• Office-based position supporting a 24/7, multi-site healthcare operation, with onsite attendance requirements established by organizational policy and operational need.
• Flexibility to work alternate hours to support staff on all shifts, respond to incidents, and participate in planned activities outside regular business hours.
• Participation in an on-call leadership rotation may be required.

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

Accommodation will be provided in all parts of the recruitment and assessment process in accordance with the Accessibility for Ontarians with Disabilities Act (AODA). If you require any accommodation at any point during the application and hiring process, please contact [e-mail].

Unless specifically stated, all job postings at Lakeridge Health are to fill existing vacancies within our organization. Lakeridge Health may use artificial intelligence (AI) tools as part of the recruitment and screening process. A member of our Talent Acquisition team is actively engaged in the Recruitment and Selection process to ensure a fair and thorough assessment of applicants.

Lakeridge Health thanks all those who apply, however, only candidates considered for an interview will be contacted.

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.

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.