Service Desk Lead

Job Number: JR106757 Job Title: Service Desk Lead Union: Union: Job Category: Professional Hospital Location: General Site Job Type: Permanent, Full time Number of Positions: 1 Minimum - Maximum Hourly Rate: $52.97 - $61.407 Hours: All Shifts

Across our three hospitals and eight satellite sites, Scarborough Health Network (SHN) is shaping the future of care. Our many programs and services are designed around the needs of one of Canada’s most vibrant and diverse communities. We are home to North America’s largest nephrology program, as well as the designated cardiac care and spine centre for Scarborough and surrounding communities to the east. We are proud to be a community-affiliated teaching site for the University of Toronto and partner with a number of other universities and colleges, helping to train the next generation of health care professionals. SHN is the recipient of the 2021 Excellence in Diversity and Inclusion Award, from the Canadian College of Health Leaders, for our leading edge work on Communities of Inclusion, Inclusion Calendar, Health Equity Certificate Program and much more. We are also proud to be named Canada’s Most Admired Corporate Cultures for 2023 – 2025 and Greater Toronto's Top Employers for 2026. Learn more at shn.ca

Job Description:

Position Overview

Reporting to the Senior Manager, Client Services, the Digital Service Desk Lead is responsible for managing the Digital Service Desk team and ensuring the delivery of high-quality technical support and customer service to the staff and clients of Scarborough Health Network. The Lead oversees the daily operations of the service desk, monitors and reports on key performance indicators, and implements continuous improvement initiatives. The Lead also acts as an escalation point for complex or urgent issues and liaises with other digital service teams and vendors as needed.

Responsibilities

• Lead the Digital Service Desk as the single point of contact for end users at the Centenary, Birchmount, General campuses, and our 5 Satellite sites. maintaining 24/7 coverage through scheduling, on-call rotation, and after-hours escalation.

• Provide advanced Tier 1 and Tier 2 support for complex issues affecting clinical and business operations, prioritizing rapid resolution and minimal disruption to patient care.

• Ensure incidents and service requests are resolved promptly and effectively in line with ITIL best practices and agreed service level agreements.

• Uphold digital service desk policies, procedures, and documentation standards.

• Track and report on service desk metrics such as end user satisfaction, resolution rate, and response time.

• Identify and deliver service improvements, including automation, self-service, and knowledge management.

• Partner with other digital service teams and vendors to keep projects and issue resolution aligned.

• Oversee the ITSM system, including ticket queue management, application enhancements, access management, automation, and configuration.

• Administer and refine the ITSM’s intake channels, ticket categorization, priority matrix, workflows, queues, and dashboards, and conduct routine ticket quality audits.

• Lead major incident and problem management for critical and high-priority events affecting clinical or hospital operations, from escalation, tier-to-tier handover, and stakeholder communication through to root cause analysis and corrective action.

• Report on performance against agreed service levels and key performance indicators, including first contact resolution, mean time to resolve, SLA compliance, escalation and repeat contact rates, call answer and abandonment rates, aged backlog, and end user satisfaction.

• Support emergency preparedness and business continuity through downtime procedures, downtime device readiness, and coordinated service restoration during outages affecting patient care.

• Provide after-hours and on-call leadership coverage as required, serving as the senior escalation contact for issues that may affect patient care or hospital operations.

• Work closely with the Senior Client Services Manager on daily direction, operational priorities, staffing and coverage, performance reporting, and escalation of issues requiring management attention.

Requirements

• University degree in Computer Science, Information Technology, or a related field, or a three-year college diploma in a related discipline with significant relevant experience; an equivalent combination of education and experience may be considered.

• Approximately 5 years of progressive IT experience, including healthcare IT, leading complex technical initiatives and supporting enterprise infrastructure and clinical or business applications in a multi-system environment.

• Advanced Tier 2 knowledge of Active Directory and Entra ID, an enterprise ITSM platform, and SCCM/Intune, including user and group management, role-based access, Group Policy, password resets, lockouts, and multi-factor authentication troubleshooting.

• Endpoint management and deployment across Windows 10/11 and macOS, including imaging and standard builds, software packaging, patching, driver, peripheral and print troubleshooting, and mobile device enrolment.

• Microsoft 365 and collaboration services, including Exchange Online, Outlook, Teams, SharePoint, and OneDrive, with mailbox, shared mailbox, and distribution list administration.

• Virtualization and remote access, including Citrix virtual apps and desktops, published applications, session and profile troubleshooting, VPN, and remote support tools.

• Hospital clinical and enterprise applications, including electronic health record access workflows, single sign-on and tap-and-go, workstations on wheels, and clinical peripherals such as label printers, scanners, and signature pads.

• Networking fundamentals, including TCP/IP, DNS, DHCP, VLANs, and wired and wireless connectivity, with the ability to isolate endpoint issues from network or application faults before escalating to Tier 3.

• Telecom and contact centre technologies, including IP telephony, call flows and queues, voicemail, paging and on-call scheduling, and switchboard and locating platforms.

• Proven ability to perform structured Tier 2 diagnostics using event and application logs, troubleshoot complex interconnected issues, coordinate recovery across technical teams and vendors, and prepare well-evidenced escalations to Tier 3.

• Strong understanding of enterprise architecture, business process management, system integration, technical standards, and application support.

• Working knowledge of ITIL practices is required, along with experience in IT service management and change management processes. CompTIA A+, CompTIA Network+, or CCNA certification is required.

• Epic electronic health record knowledge, including access workflows and Epic certification, is considered an asset. Additional certifications are also considered assets, including HDI Support Center Team Lead, Microsoft role-based certifications (MD-102, MS-102), and project management certification such as PMP.

• Knowledge of cybersecurity, privacy, risk, and compliance requirements including PHIPA, with experience in vendor management, technical evaluations, contract discussions, and service-level escalation.

• Advanced analytical, problem-solving, decision-making, and conflict resolution skills, with excellent interpersonal, customer service, technical writing, and stakeholder management abilities.

• Ability to manage multiple priorities under pressure, support large-scale organizational and technology change, and provide technical leadership, mentorship, and work direction without formal supervisory authority.

This opportunity is posted to support the recruitment of an existing vacant position.

Accommodation and Diversity Statement:
Scarborough Health Network (SHN) embraces and celebrates our community’s unique multicultural heritage and diversity. SHN is an equal opportunity employer, dedicated to a culture of inclusiveness and diversity reflecting our diverse patients, staff and community alike. 

We are committed to fostering an environment of equity and inclusivity where every person can work and receive care safely, openly and honestly. All qualified applicants will receive consideration for employment without regard to race, colour, religion, gender, gender identity or expression, sexual orientation, nation of origin, genetics, disability, age, veteran status, marital or family status, belief system, or other factors related to one’s personal identity and/or values. 

We are committed to providing barrier-free and accessible employment practices in compliance with the Accessibility for Ontarians with Disabilities Act (AODA). Should you require accommodation through any stage of the recruitment process, please make them known when contacted and we will work with you to meet your needs.

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