Healthcare IT Service Desk Lead

Scarborough Health Network; Canada; On-site; CAD 110,000 - 128,000; Full time

Job summary

Scarborough Health Network (SHN) in Canada is seeking a Service Desk Lead to manage the Digital Service Desk team, ensuring high-quality technical support and customer service for staff across SHN campuses and satellite sites.

Reporting to the Senior Manager, Client Services, you will supervise day-to-day operations, escalate complex issues, implement ITIL-aligned processes, and drive improvements in automation, self-service, and knowledge management to support patient care.

Qualifications

• University degree in Computer Science or related field, or a three-year college diploma with significant experience.
• Approximately 5 years of progressive IT experience, healthcare IT preferred.
• Advanced Tier 2 knowledge of AD and Entra ID, ITSM, and SCCM/Intune.
• Endpoint management for Windows 10/11 and macOS; imaging/standard builds.
• Strong ITIL knowledge and change management experience.
• CompTIA A+/Network+/CCNA preferred; Epic EHR knowledge is an asset.
• Knowledge of cybersecurity, PHIPA, and vendor management is a plus.
• Excellent communication and stakeholder management.

Responsibilities

• Lead the Digital Service Desk as the single point of contact for end users across SHN campuses and satellite sites, ensuring 24/7 coverage.
• Provide advanced Tier 1 and Tier 2 support for complex clinical and business IT issues.
• Ensure incidents and service requests meet ITIL-based SLA targets and are documented properly.
• Oversee the ITSM system, ticket queues, workflows, and dashboards; drive continuous improvement and automation.
• Lead major incidents and problem management for critical events affecting patient care and hospital operations.
• Collaborate with vendors and other digital service teams to coordinate issue resolution and project delivery.
• Support emergency preparedness and downtime procedures to ensure continuity of care.
• Provide after-hours and on-call leadership as required, with escalation to senior management when needed.
• Work with the Senior Client Services Manager on staffing, priorities, reporting, and escalation of issues.

Skills

Active Directory

Entra ID

ITIL

SCCM/Intune

Citrix

Epic EHR

CCNA

Networking

Education

University degree in CS/IT

College diploma (related field)

Tools

ITSM platform

Epic EHR

Active Directory

Job description

Scarborough Health Network (SHN) in Canada is seeking a Service Desk Lead to manage the Digital Service Desk team, ensuring high-quality technical support and customer service for staff across SHN campuses and satellite sites.

Reporting to the Senior Manager, Client Services, you will supervise day-to-day operations, escalate complex issues, implement ITIL-aligned processes, and drive improvements in automation, self-service, and knowledge management to support patient care.