Senior Manager Clinic It Support

Lead clinic IT support for 123Dentist from Head Office in a hybrid arrangement, using ITSM expertise and service-improvement leadership across Canada.The Senior Manager, Clinic IT Services leads Technology Services’ Support function and reports to the VP, Technology Services. You will oversee clinic support, Tier 1 triage, and Tier 2 helpdesk operations. The mandate includes standardizing systems, processes, reporting, automation, and service-improvement disciplines across a distributed clinic network. You will also support corporate ownership of operations while managing MSP performance.Key Responsibilities:
Lead clinic support, triage, and Tier 2 helpdesk nationallyCoach direct reports and build career pathwaysManage escalations, major incidents, and stakeholder communicationEstablish ITSM queues, workflows, knowledge, self-service, and automationTrack SLAs, CSAT, ticket volumes, and resolution timesRequirements:
8+ years in IT service delivery, service desk, or supportExperience leading teams and managing other managersITSM expertise, including ITIL-aligned service managementMicrosoft 365, Entra ID, and Intune understandingExperience managing MSPs and transitioning outsourced servicesApply clinic IT leadership, ITSM discipline, and data-led improvement to strengthen 123Dentist support across Canada.
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