Current Shifts: Primarily Days, Monday-Friday with on-call responsibilities as required

Position Summary:

The Manager, Technical Services, is responsible for the leadership, delivery, maintenance, and continuous improvement of the hospital's technology infrastructure and technical support services. The role provides oversight of infrastructure operations, service desk, end-user computing, telecommunications, server and storage platforms, cloud services, cybersecurity operations support, and technical project delivery.

Reporting to the Director of Digital Health & IT, the Manager ensures, in a fiscally responsible manner, that technology services are reliable, secure, scalable, and aligned with organizational priorities, clinical operations, and patient care objectives. Equally important, the role fosters a high-performing and customer-focused technical services team through coaching, mentorship, professional development, and a commitment to continuous improvement. Working alongside the Manager, IT Informatics, this role works with departments and leaders across the organization to deliver technology services in a collaborative and supportive manner.

The Manager provides both technical and people leadership, creating an environment where staff are empowered to grow, collaborate, take ownership, and contribute to organizational success. The role works closely with clinical, administrative, and external partners to support day-to-day operations, major transformation initiatives, and the ongoing development of technical capabilities across the organization.

Key Accountabilities:

People Leadership

• Coach and mentor technical staff.
• Support professional development and succession planning.
• Foster a culture of accountability, service excellence, and psychological safety.
• Cultivate relationships with external partners, vendors, and other healthcare organizations to foster collaboration and innovation

Service Delivery & Operations

• Lead the delivery of reliable, responsive, and secure technical services including service desk, desktop computing, and infrastructure operations.
• Ensure effective incident, problem, change, and request management aligned with ITIL best practices.
• Serve as an escalation point for major incidents and service disruptions.

Infrastructure & Technology Lifecycle

• Oversee lifecycle management of infrastructure and end-user technologies.
• Coordinate upgrades, patches, and refresh initiatives to maintain stability and security.
• Advise on technical and infrastructure strategy planning initiatives.
• Evaluate emerging technologies and provide recommendations aligned to hospital strategy.

Cybersecurity & Digital Resilience

• Advance the hospital's cybersecurity maturity in collaboration with internal teams and external partners.
• Strengthen incident response, disaster recovery, and business continuity planning.
• Integrate cybersecurity requirements into operational and project activities.

Governance & Quality

• Participate in ITSM leadership and governance forums.
• Maintain compliance with hospital policies, privacy legislation, and cybersecurity standards.
• Promote continuous quality improvement.

Qualifications & Experience

• 5-7 years of progressive experience in IT operations or technical services.
• A minimum of 2 years of leadership experience. Our preferred candidate would have completed their leadership experience in healthcare or a regulated environment.
• Hold post-secondary education in Information Technology or a related field.
• A strong understanding of on-prem and cloud infrastructure (primarily Azure/M365), systems hardware, virtualization, AI/ML, and networking.
• Demonstrated success in service management, IM/IT policy development, project management, and service desk operations.
• ITIL, PMP, Lean, Information Technology, or Cybersecurity certifications are considered an asset.
• Exhibit exceptional leadership, analytical, organizational, and decision-making skills.
• Deliver a proven track record of coordinating multiple projects under stringent deadlines.
• Apply strategic thinking and broad awareness of current trends and developments in information technology.
• Demonstrated experience managing departmental budgets, including forecasting, cost control, variance analysis, and alignment with operational objectives.

Working Conditions

Fast-paced healthcare environment with high interaction with clinical and administrative leaders. Primarily weekday hours with on-call responsibilities as required.

This job posting is for a vacancy currently available. The hiring process can include the use of AI-enabled systems for administrative and candidate management purposes.