Senior Manager, Clinic IT Services

123Dentist; Toronto; Híbrido; CAD 120.000 - 180.000; Jornada completa

Descripción de la vacante

123Dentist is seeking a Senior Manager, Clinic IT Services to lead the national clinic IT support function from our Head Office. The role focuses on transforming processes, standardizing tools, and driving service improvements across a distributed network of clinics in Canada.

You will partner with Clinic Managers, Regional Managers, and Operations leaders to insource capabilities where beneficial, manage budgets, and ensure high-quality, scalable IT support.

Formación

• Bachelor’s degree in Information Technology, Business, or equivalent experience.
• 8+ years in IT service delivery or service desk with leadership experience.
• Strong ITSM and process-improvement track record.
• Experience with large multi-site distributed environments preferred.

Responsabilidades

• Lead the clinic IT support function end-to-end across the national network.
• Line-manage and develop direct reports with clear career paths.
• Establish and refine escalation paths and major-incident management.
• Oversee ITSM tooling, queues, workflows, and knowledge base.
• Deliver reporting on ticket volumes, response times, and SLA attainment.
• Drive transition toward more corporate ownership of IT operations.

Conocimientos

Team leadership

ITIL/ITSM

Stakeholder management

Microsoft 365

Vendor management

Budget management

Data-driven decisions

Educación

Bachelor’s degree in IT/Business

Herramientas

FreshService

Descripción del empleo

Job Title: Senior Manager, Clinic IT Services

Team: Technology Services (Service Desk / Clinic Support)

Reports To: VP, Technology Services

Location: Head Office (Hybrid, remote flexibility); travel to clinics/regions as required

Employment Type: Permanent Full-Time

About 123Dentist

123Dentist is the largest majority Canadian-owned dental support organization, supporting a growing network of 400+ dental practices across the country. As we continue to expand – both organically and through acquisition – our Technology Services team is central to delivering the reliable, consistent, and well-supported technology experience our clinics depend on to care for patients every day.

About The Role

The Senior Manager, Clinic IT Services leads the Support function within Technology Services and is accountable for the quality, reliability, and continuous improvement of IT support for 123Dentist’s clinics across Canada. This is a leadership role charged with establishing the systems, processes, reporting, automation, and service-improvement disciplines needed to drive a step-change in clinic IT support.

Beyond running day-to-day support, this is a transformation mandate: standardizing tools and processes across a large, distributed clinic network, and leading the shift from an MSP-led model toward greater corporate ownership of operations and support. As a member of the Technology & Operations leadership team, you’ll also help shape the future direction of IT, working closely with clinic and regional operations leaders and every layer of the Corporate IT team.

What You’ll Do

• Lead the clinic IT support function end-to-end – clinic support, Tier 1 triage/dispatch, and Tier 2 helpdesk – accountable for service quality, responsiveness, and SLA performance across the national clinic network
• Line-manage, coach, and develop direct reports, building a high-performing, service-oriented organization with clear career pathways
• Establish robust escalation paths, major-incident management, and stakeholder communication for clinic-impacting issues
• Establish and mature the systems, processes, and ITSM tooling that underpin clinic support, including queues, workflows, knowledge base, self-service, and automation
• Design and deliver meaningful reporting and metrics (ticket volume, response and resolution times, SLA attainment, CSAT) to drive data-led decisions and improvement
• Lead problem management and continuous service improvement to remove recurring issues and raise first-contact resolution
• Drive a controlled transition toward corporate ownership of clinic IT operations, insourcing capabilities where it improves quality, control, or cost, and manage MSP performance against SLAs and KPIs
• Standardize tools, processes, and configurations across clinics to reduce variation and enable the organization to scale
• Contribute to and deliver the clinic IT support roadmap aligned to 123Dentist’s growth, and build strong relationships with Clinic Managers, Regional Managers, and VPs of Operations
• Manage the function’s budget and resources, and support the standardized onboarding of newly acquired practices into the clinic support model

What You Bring

• Bachelor’s degree in Information Technology, Business, or a related field, or equivalent experience
• 8+ years in IT service delivery, service desk, or IT support, including several years leading teams and managing other managers
• Proven track record establishing or transforming an IT support function – systems, processes, reporting, automation, and measurable service improvement
• Experience in a large, multi-site, distributed environment (healthcare, DSO, retail, or franchise) is strongly preferred
• Demonstrated experience managing MSPs / vendors and transitioning services between outsourced and in-house models
• Senior people leadership and executive-level stakeholder management, from clinic staff to VPs of Operations
• Deep ITSM / service-management expertise (ITIL-aligned), including platform administration (e.g., FreshService), and strong command of support metrics and reporting
• Solid working understanding of the Microsoft-centric endpoint, identity, and productivity environment (Microsoft 365, Entra ID, Intune)
• ITIL Foundation or higher, and a project or change-management certification (PMP, PRINCE2, or Prosci) is an asset
• Strong ownership mindset, data-driven decision-making, and a collaborative, service-first leadership style

Why Join 123Dentist?

• Lead a high-impact transformation mandate shaping IT support for clinics across Canada
• Sit on the Technology & Operations leadership team, helping shape the future direction of IT
• Build and grow a high-performing, multi-tier support organization
• Be part of a fast-growing, collaborative national organization