Job Title: Senior Manager, Clinic IT ServicesTeam: Technology Services (Service Desk / Clinic Support)Reports To: VP, Technology ServicesLocation: Head Office (Hybrid, remote flexibility); travel to clinics/regions as requiredEmployment Type: Permanent Full-TimeAbout the RoleThe Senior Manager, Clinic IT Services leads the Support function within Technology Services and is accountable for the quality, reliability, and continuous improvement of IT support for 123Dentist's clinics across Canada. This is a leadership role charged with establishing the systems, processes, reporting, automation, and service-improvement disciplines needed to drive a step-change in clinic IT support.
Beyond running day-to-day support, this is a transformation mandate: standardizing tools and processes across a large, distributed clinic network, and leading the shift from an MSP-led model toward greater corporate ownership of operations and support. As a member of the Technology & Operations leadership team, you'll also help shape the future direction of IT, working closely with clinic and regional operations leaders and every layer of the Corporate IT team.
What You'll Do- Lead the clinic IT support function end-to-end - clinic support, Tier 1 triage/dispatch, and Tier 2 helpdesk - accountable for service quality, responsiveness, and SLA performance across the national clinic network
- Line-manage, coach, and develop direct reports, building a high-performing, service-oriented organization with clear career pathways
- Establish robust escalation paths, major-incident management, and stakeholder communication for clinic-impacting issues
- Establish and mature the systems, processes, and ITSM tooling that underpin clinic support, including queues, workflows, knowledge base, self-service, and automation
- Design and deliver meaningful reporting and metrics (ticket volume, response and resolution times, SLA attainment, CSAT) to drive data-led decisions and improvement
- Lead problem management and continuous service improvement to remove recurring issues and raise first-contact resolution
- Drive a controlled transition toward corporate ownership of clinic IT operations, insourcing capabilities where it improves quality, control, or cost, and manage MSP performance against SLAs and KPIs
- Standardize tools, processes, and configurations across clinics to reduce variation and enable the organization to scale
- Contribute to and deliver the clinic IT support roadmap aligned to 123Dentist's growth, and build strong relationships with Clinic Managers, Regional Managers, and VPs of Operations
- Manage the function's budget and resources, and support the standardized onboarding of newly acquired practices into the clinic support model
What You Bring- Bachelor's degree in Information Technology, Business, or a related field, or equivalent experience
- 8+ years in IT service delivery, service desk, or IT support, including several years leading teams and managing other managers
- Proven track record establishing or transforming an IT support function - systems, processes, reporting, automation, and measurable service improvement
- Experience in a large, multi-site, distributed environment (healthcare, DSO, retail, or franchise) is strongly preferred
- Demonstrated experience managing MSPs / vendors and transitioning services between outsourced and in-house models
- Senior people leadership and executive-level stakeholder management, from clinic staff to VPs of Operations
- Deep ITSM / service-management expertise (ITIL-aligned), including platform administration (e.g., FreshService), and strong command of support metrics and reporting
- Solid working understanding of the Microsoft-centric endpoint, identity, and productivity environment (Microsoft 365, Entra ID, Intune)
- ITIL Foundation or higher, and a project or change-management certification (PMP, PRINCE2, or Prosci) is an asset
- Strong ownership mindset, data-driven decision-making, and a collaborative, service-first leadership style
Why Join 123Dentist?- Lead a high-impact transformation mandate shaping IT support for clinics across Canada
- Sit on the Technology & Operations leadership team, helping shape the future direction of IT
- Build and grow a high-performing, multi-tier support organization
- Be part of a fast-growing, collaborative national organization
