We are currently recruiting for a full time Director, IT Service Support & Business Applications to support our Information Technology Services team.

This role can be based out of either our Toronto or Burlington office and operates under a hybrid work model, with three days in the office and two days working remotely each week.

Position Overview

The Director, IT Service Support & Business Applications provides strategic and operational leadership for service desk and enterprise application support across multiple technology platforms.

The role builds a high-performing, customer-focused support organization that delivers responsive, reliable, and business-oriented services. The successful candidate will bring strong ITSM expertise, practical knowledge of ERP, Finance, and Procure-to-Pay (P2P) processes, and a disciplined approach to continuous improvement.

Working closely with Business Solution Directors, business stakeholders, vendors, and support teams, this leader improves service performance, strengthens application and process knowledge, and drives root-cause resolution of recurring issues.

Key Responsibilities

- Lead service desk and application support teams across multiple technology platforms.
- Establish accountability, service discipline, and a customer-first culture.
- Drive SLA performance, ticket responsiveness, escalation management, and service quality.
- Identify recurring incidents and systemic issues and lead root-cause analysis efforts.
- Develop and implement SOPs, support processes, knowledge articles, and operational standards.
- Build strong ERP, Finance, and Procure-to-Pay process knowledge across the support team.




- Partner with Business Solution Directors to improve application support effectiveness.
- Manage third-party vendors and ensure contractual service commitments are met.
- Develop service metrics, dashboards, and reporting to drive continuous improvement.
- Coach, develop, and mentor support staff while fostering a culture of accountability and excellence.

Qualifications and Skills

Education, Training, and Experience

- Strategic and operational leadership with the initiative and discipline to translate service gaps into measurable, sustainable improvements.
- Strong knowledge of ITIL/ITSM practices, including Incident, Problem, Change, Request, Escalation, and Knowledge Management.
- Practical understanding of enterprise applications and end-to-end ERP, Finance, and Procure-to-Pay processes.
- Proven ability to improve SLA performance, ticket responsiveness, escalation outcomes, service quality, and customer satisfaction.
- Strong root-cause analysis, problem-solving, data interpretation, prioritization, and operational decision-making skills.
- Firm, fair, and customer-oriented leadership style with the ability to build accountability while maintaining trusted relationships.
- Excellent written and verbal communication, stakeholder management, vendor management, coaching, and team-development capabilities.





Mandatory

- Post-secondary degree in Information Technology, Computer Science, Business Administration, or a related discipline, or an equivalent combination of education and experience.
- Minimum of eight (8) years of progressive leadership experience in IT Service Management, service desk operations, or enterprise application support.
- Minimum of five (5) years of people leadership experience.
- Demonstrated experience supporting ERP platforms and Finance and Procure-to-Pay business processes.
- Demonstrated experience managing third-party vendors, service commitments, and executive-level escalations.

Preferred

- ITIL certification and experience applying ITSM practices in a complex, multi-platform enterprise environment.
- Experience with service management platforms such as Service Now, operational dashboards, knowledge management, and service-improvement programs.
- Experience supporting shared-service, or other highly collaborative environments.
- Experience working in Microsoft Dynamic/Business Central and SAP environments

Travel

- Ability to travel to Mohawk Medbuy offices if required.

As a condition of employment, you are required to submit proof of full COVID-19 vaccination to Human Resources.

MMC is a Healthcare of Ontario Pension Plan (HOOPP) employer offering a comprehensive benefits package and flexible remote work options. The targeted hiring range of this role is $147,863 -$173,299 dependent on experience. This job posting is for an existing vacancy.

We thank all applicants for their interest; however, only those selected for an inte

📌 Director, IT Service Support (Canada)
🏢 Mohawk Medbuy
📍 Canada