Service Desk Manager

MEDCAN; Toronto; Hybrid; CAD 80,000 - 120,000; Full time

Job summary

MEDCAN invites applications for a dynamic Service Desk Manager role in Toronto. You will oversee IT support operations, ensuring compliance with healthcare standards while leading a diverse team. The position offers flexible work arrangements and opportunities for professional growth in a caring work environment.

Benefits

Flexible work-from-home options

Access to wellness programs

Comprehensive health plans

Educational reimbursement

Recognition programs

Career growth opportunities

Qualifications

• 5+ years of experience in IT support or service desk management.
• Strong knowledge of ITSM frameworks with ITIL preferred.
• Experience with healthcare IT systems and compliance.

Responsibilities

• Lead and manage the Service Desk team for efficient operations.
• Monitor service performance against SLAs and identify improvements.
• Ensure compliance with healthcare regulations in support processes.

Skills

Leadership

Problem-Solving

Communication

Analytical Skills

Customer Service Orientation

Education

ITIL Certification

Tools

ServiceNow

Job description

Are you passionate about helping people live their healthiest lives? Do you thrive in a dynamic, supportive environment where your contributions truly matter? If so, Medcan is the place for you!

About Us:

Founded in 1987, Medcan is a leader in transformational proactive and primary care dedicated to helping patients and team members live well, for life. We offer a comprehensive range of services including preventative health assessments, wellness programs, and specialized medical care.

Our core values of excellence, drive, respect and integrity guide everything we do. We’re committed to creating a workplace where everyone can thrive, and we’re proud to support over 1,500 businesses across Canada with our health and wellness solutions.

Are you passionate about helping people live their healthiest lives? Do you thrive in a dynamic, supportive environment where your contributions truly matter? If so, Medcan is the place for you!

Join Our Team as a Service Desk Manager !

Why You’ll Love Working Here:

• Hybrid Office Policy: Flexible work-from-home and office options.

• Coffee and Snacks: Keep your energy up with our delicious onsite offerings.

• Employee Perks: Access to wellness programs like fitness training and other discounted Medcan services and products.

• Benefits: Comprehensive health plans, retirement saving matches, educational reimbursement, and so much more!

• Engaging Work Environment: Join a team that values collaboration, creativity, and continuous improvement.

• Recognition: We celebrate our employees’ contributions through manager recognition and AwardCo prizes.

• Career Growth Opportunities: We believe in nurturing talent and providing opportunities for professional development and career advancement.

Position Overview:

We are seeking a dynamic and experienced Service Desk Manager to lead our IT support operations within a healthcare environment. This role is responsible for overseeing the day-to-day activities of the Service Desk team, ensuring timely and effective resolution of IT service requests and incidents. The ideal candidate will bring a strong background in IT Service Management (ITSM), a passion for continuous improvement, and a deep understanding of the unique demands of healthcare IT environments, including compliance, patient data privacy, and clinical system support.

The Service Desk Manager will ensure high-quality service delivery aligned with established SLAs, drive operational excellence, and foster a culture of accountability and customer-centric support. This role also includes capacity planning, performance management, and hands-on involvement in escalated incidents and major events.

What You'll Do:

Service Management & Operations

• Lead and manage the Service Desk team, ensuring efficient handling of incidents, service requests, and escalations.

• Monitor and report on service performance against SLAs and KPIs, identifying trends and areas for improvement.

• Develop, implement, and refine ITSM processes aligned with ITIL best practices, with a focus on Incident, Request, and Change Management.

• Maintain and enhance the IT ticketing system (e.g., ServiceNow), ensuring accurate tracking, categorization, and resolution of issues.

Healthcare IT Focus

• Ensure support processes align with healthcare regulations (e.g., PHIPA, HIPAA) and organizational policies.

• Collaborate with clinical and administrative teams to understand and support critical healthcare applications and systems (e.g., EMRs, PACS, EHRs).

• Prioritize patient safety and data security in all support activities.

Team Leadership & Development

• Manage a geographically distributed team, including remote and on-site staff.

• Provide coaching, mentorship, and performance evaluations to foster professional growth and team engagement.

• Conduct staffing and capacity planning to ensure adequate support coverage, including after-hours and on-call rotations.

Continuous Improvement & Communication

• Drive continuous improvement initiatives to enhance service quality and user satisfaction.

• Develop and maintain user-facing documentation such as knowledge base articles, FAQs, and training materials.

• Act as a communication lead during major incidents, ensuring timely updates to stakeholders and executive leadership.

Technical Support & Escalation

• Provide hands-on support and guidance during high-impact incidents and system outages.

• Participate in IT projects, system rollouts, and hardware/software deployments as needed.

What You'll Need:

• 5+ years of experience in IT support or service desk management, preferably in a healthcare or regulated environment.

• Strong knowledge of ITSM frameworks (ITIL certification preferred).

• Experience with healthcare IT systems and compliance requirements.

• Proven leadership skills with the ability to manage and motivate a diverse team.

• Excellent communication, problem-solving, and analytical skills.

• Experience with ServiceNow or similar ITSM platforms.

• Ability to work in a fast-paced, mission-critical environment with a strong customer service orientation.

This is a full-time position working 40 hours per week based on business needs between regular office hours Monday – Friday (9:00 AM - 5:30 PM).

Our downtown Toronto clinic is conveniently located at 150 York St., which is nearby St. Andrew station or a 10-minute walk from Union Station!

Ready to Apply?

If you’re ready to make a difference and be part of a company that truly cares about its people, we’d love to hear from you! Apply today and let’s inspire wellness together.

Diversity, Equity and Accessibility:

Medcan is dedicated to employment equity, diversity and inclusion. We strive to ensure all staff have a fair opportunity to participate and success at work. If contacted for an employment opportunity, please advise your Talent Acquisition Specialist if you require accommodation.