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 nationally
- Coach direct reports and build career pathways
- Manage escalations, major incidents, and stakeholder communication




- Establish ITSM queues, workflows, knowledge, self-service, and automation
- Track SLAs, CSAT, ticket volumes, and resolution times

Requirements:

- 8+ years in IT service delivery, service desk, or support
- Experience leading teams and managing other managers
- ITSM expertise, including ITIL-aligned service management
- Microsoft 365, Entra ID, and Intune understanding
- Experience managing MSPs and transitioning outsourced services

Apply clinic IT leadership, ITSM discipline, and data-led improvement to strengthen 123Dentist support across Canada.

📌 Senior Manager Clinic IT Support (Toronto)
🏢 123Dentist
📍 Toronto