Ontario Medical Association

Support Engineer

• 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.

Director, Technical Support