Director, Technical Support

Overview

Are 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, new ideas, solutions, and opportunities to improve.

Job Summary

As 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 Do

• Leading 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.

Requirements

• University degree in Information Technology, Computer Science, Computer Engineering, or equivalent
• Minimum six to nine years of progressive relevant experience in information technology
• Minimum three years in a supervisory position
• ITIL 4 Foundation Certificate or higher is required
• HDI Support Center Manager or SDI Service Desk Manager (or similar proven framework certification) is required
• Proven track record of leading digital transformation initiatives
• Experience with ITSM platforms
• CompTIA A+ or similar certification
• ITIL 4 Managing Professional or higher
• Agile and/or Lean Six Sigma Certification
• Microsoft Certified: Modern Desktop Administrator Associate (or similar)
• AI/Automation-related credentials (Microsoft Copilot, Power Platform)
• Experience managing SLAs, CSAT metrics, and ticketing system optimization
• Strong strategic thinking and problem-solving capabilities
• Exceptional communication and presentation skills for executive audiences
• Ability to influence, drive, and manage change in complex environments coupled with strong stakeholder management skills
• Analytical mindset with data-driven decision-making and reporting expertise
• Experience with business partnering and business relationship management
• Demonstrated experience and skills with people leadership, including ability to lead a diverse team through change and manage expectations
• Ability to collaborate with all areas of technology and experience with working in multiple stakeholder groups
• Supports the organization’s commitment to respect equity, inclusion, diversity, and anti-racism

The 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 Offer

• A work environment whose values are to be respectful, bold, responsive, and transparent in our work and our behaviours
• A fantastic opportunity to grow with the team and help shape the strategic direction of the OMA, its members and the health-care system
• An organization that is committed to the equity, diversity and inclusion principles of humility, accountability, collaboration, courage and integrity
• A commitment to growth and development through paid professional development and continuous in-house learning
• A friendly and flexible hybrid work environment
• Competitive salary and bonus program
• Exceptional group benefits package, including a spending account and a robust wellness program
• An organization that has been recognized as a Greater Toronto’s Top Employers for five consecutive years

As a condition of employment, OMA conducts background checks and reference checks for all open positions.

The Ontario Medical Association is strongly committed to diversity within its community and welcomes applications from all qualified individuals. We provide accommodation during the recruitment process to applicants with disabilities as required by law.

#J-18808-Ljbffr