Ontario Medical Association

Director, Technical Support

Ontario Medical Association

full-time

Posted on:

Origin:  • 🇨🇦 Canada

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Job Level

Lead

Tech Stack

ITSM

About the role

  • Leading end-to-end Service Desk operations ensuring timely resolution of incidents and requests in line with SLAs, KPIs, and ITSM best practices, defining the vision, roadmap, and performance standards while driving a shift to self-service models, automation, and continuous improvement to align with enterprise goals and enhance staff experience.
  • Partnering with business and Technology leaders to align services with organizational goals, shaping digital support strategy, and influencing service investment decisions.
  • Leading transformational improvements to Service Desk delivery by adopting automation, AI/ML, and data-driven insights to enhance efficiency, predict and prevent disruptions.
  • Driving a culture of continuous service improvement using data-driven insights, process refinement, automation, and staff feedback loops.
  • Overseeing asset lifecycle management and collaborating with cross-functional teams to forecast support needs and optimize Service Desk tool and technology investments.
  • Managing vendor relationships and budgets related to Service Desk tools and platforms.
  • Leading or collaborating on enterprise-wide service improvement programs, incident reduction initiatives, and technology change implementations impacting staff experience.
  • Leading Service Desk projects, determining project scope, timelines, risks, and stakeholders. Monitoring progress and reporting outcomes transparently.

Requirements

  • University degree in Information Technology, Computer Science, Computer Engineering, or equivalent
  • Minimum six to nine years of progressive relevant experience in information technology
  • Minimum three years in a supervisory position
  • ITIL 4 Foundation Certificate or higher is required
  • HDI Support Center Manager or SDI Service Desk Manager (or similar proven framework certification) is required
  • Proven track record of leading digital transformation initiatives
  • Experience with ITSM platforms
  • CompTIA A+ or similar certification
  • ITIL 4 Managing Professional or higher
  • Agile and/or Lean Six Sigma Certification
  • Microsoft Certified: Modern Desktop Administrator Associate (or similar)
  • AI/Automation-related credentials (Microsoft Copilot, Power Platform)
  • Experience managing SLAs, CSAT metrics, and ticketing system optimization
  • Strong strategic thinking and problem-solving capabilities
  • Exceptional communication and presentation skills for executive audiences
  • Ability to influence, drive, and manage change in complex environments coupled with strong stakeholder management skills
  • Analytical mindset with data-driven decision-making and reporting expertise
  • Experience with business partnering and business relationship management
  • Demonstrated experience and skills with people leadership, including ability to lead a diverse team through change and manage expectations.
  • Ability to collaborate with all areas of technology and experience with working in multiple stakeholder groups
  • Supports the organization’s commitment to respect equity, inclusion, diversity, and anti-racism.
  • Ability to work a minimum number of days in our Toronto office.