Clinic IT Services Lead — Transformation & Support

Socket.dev

Toronto

On-site

CAD 130,000 - 170,000

Full time

4 days ago

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Job summary

123Dentist seeks a Senior Manager, Clinic IT Services to lead the Support function within Technology Services and to drive quality, reliability, and continuous improvement of IT support for clinics across Canada. This is a transformation mandate: standardizing tools and processes and moving from an MSP-led model toward greater corporate ownership of operations and support.

As a member of the Technology & Operations leadership team, you’ll shape IT strategy, lead a high-performing team, manage

Qualifications

Bachelor's degree in Information Technology, Business, or a related field.
8+ years in IT service delivery or service desk, with leadership experience.
Proven track record transforming IT support functions — processes, reporting, automation, and improvements.
Experience in a large, multi-site distributed environment (healthcare or equivalent) is preferred.
Demonstrated MSP/vendors management and transition from outsourced to in-house models.
Senior leadership and executive stakeholder management across clinics and operations.

Responsibilities

Lead clinic IT support end-to-end – clinic support, Tier 1 triage/dispatch, and Tier 2 helpdesk with national scope.
Line-manage, coach, and develop direct reports into a high-performing, service-oriented team.
Establish escalation paths, major-incident management, and stakeholder communication.
Design and mature ITSM tooling, workflows, knowledge base, self-service, and automation.
Deliver reporting and metrics (ticket volume, response times, SLA attainment, CSAT).
Drive continuous service improvement and first-contact resolution.