OverviewAre you looking to join one of Greater Toronto’s Top 2025 Employers? The Ontario Medical Association (OMA) advocates for and supports doctors, seeking to strengthen their leadership role in caring for patients. We continually seek to be the trusted voice in transforming Ontario’s health-care system by courageously pursuing best practices, current ideas, solutions, and opportunities to improve.Job SummaryAs the first point of contact for technical support, the Service Desk plays a critical role in shaping the digital experience of staff. This role is pivotal in ensuring operational continuity, driving digital adoption, and enabling business productivity across the organization. The Director is expected to lead not only with technical acumen but also with a strong focus on user experience, innovation, and cross-functional collaboration.The position is responsible for leading the operational effectiveness, strategic direction, and continuous improvement of the Service Desk function. This role ensures the delivery of high-quality, efficient, scalable, and customer-focused technical support services for all OMA and subsidiary staff that enable business productivity, operational resilience, and a seamless digital staff experience. The position will align service delivery with evolving digital workplace needs, next-gen support tools, user experience best practices, and ITIL/ITSM frameworks.What You Will DoLeading 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.RequirementsUniversity degree in Information Technology, Computer Science, Computer Engineering, or equivalentMinimum six to nine years of progressive relevant experience in information technologyMinimum three years in a supervisory positionITIL 4 Foundation Certificate or higher is requiredHDI Support Center Manager or SDI Service Desk Manager (or similar proven framework certification)



is requiredProven track record of leading digital transformation initiativesExperience with ITSM platformsCompTIA A+ or similar certificationITIL 4 Managing Professional or higherAgile and/or Lean Six Sigma CertificationMicrosoft Certified: Modern Desktop Administrator Associate (or similar)AI/Automation-related credentials (Microsoft Copilot, Power Platform)Experience managing SLAs, CSAT metrics, and ticketing system optimizationStrong strategic thinking and problem-solving capabilitiesExceptional communication and presentation skills for executive audiencesAbility to influence, drive, and manage change in complex environments coupled with strong stakeholder management skillsAnalytical mindset with data-driven decision-making and reporting expertiseExperience with business partnering and business relationship managementDemonstrated experience and skills with people leadership, including ability to lead a diverse team through change and manage expectationsAbility to collaborate with all areas of technology and experience with working in multiple stakeholder groupsSupports the organization’s commitment to respect equity, inclusion, diversity, and anti-racismThe OMA has moved to a permanent hybrid work environment. As such, the individual in this position will be required to work a minimum number of days in our Toronto office.What We Have to OfferA work environment whose values are to be respectful, bold, responsive, and transparent in our work and our behavioursA fantastic opportunity to grow with the team and help shape the strategic direction of the OMA, its members and the health-care systemAn organization that is committed to the equity, diversity and inclusion principles of humility, accountability, collaboration, courage and integrityA commitment to growth and development through paid professional development and continuous in-house learningA friendly and flexible hybrid work environmentCompetitive salary and bonus programExceptional group benefits package, including a spending

📌 Director, Technical Support (Toronto)
🏢 Ontario Medical Association
📍 Toronto