Clinic IT Services Leader — Transformation & Support

123 Dentist Ltd.; Toronto; Hybrid; CAD 150,000 - 175,000; Full time

Job summary

123Dentist in Canada seeks a Senior Manager, Clinic IT Services to lead the Support function within Technology Services and drive transformation of clinic IT operations across the network.

This leadership role standardizes tools, processes, and reporting, and manages MSP performance while partnering with Clinic Managers and VPs of Operations to deliver reliable, scalable IT support for 400+ clinics nationwide.

Qualifications

• 8+ years in IT service delivery or support
• Experience leading multiple teams and managers
• Proven track record transforming IT support functions
• Experience in large, multi-site distributed environments
• Experience managing MSPs / vendors and transitioning services
• Executive stakeholder management at VP level
• ITSM expertise including reporting and metrics
• Knowledge of Microsoft-centric IT environments
• ITIL Foundation or higher; project/change certs are a plus
• Strong ownership mindset and data-driven decision making

Responsibilities

• Lead the clinic IT support function end-to-end across national network
• Line-manage and coach direct reports; build a high-performing team
• Establish escalation paths, major-incident management, and stakeholder communications
• Design and mature ITSM tooling, workflows, knowledge base, self-service, and automation
• Develop reporting and metrics: ticket volume, response times, SLA attainment, CSAT
• Lead problem management and continuous service improvement to reduce issues
• Drive transition toward corporate ownership of clinic IT operations; manage MSP performance
• Standardize tools, processes, configurations across clinics to enable scale
• Contribute to IT support roadmap aligned to company growth
• Manage budget and resources; oversee onboarding of acquired practices

Skills

IT service delivery

Team leadership

MSP/vendor management

ITSM expertise

ITIL aligned

Microsoft 365

Entra ID

Intune

Education

Bachelor's degree in IT or related field

Tools

FreshService

Microsoft 365

Entra ID

Intune

Job description

123Dentist in Canada seeks a Senior Manager, Clinic IT Services to lead the Support function within Technology Services and drive transformation of clinic IT operations across the network.

This leadership role standardizes tools, processes, and reporting, and manages MSP performance while partnering with Clinic Managers and VPs of Operations to deliver reliable, scalable IT support for 400+ clinics nationwide.