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Added 4 mins ago
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Director
Office of the Superintendent of Financial Institutions Canada
Toronto, ON
- Full-time
(1*) At the manager’s discretion, OSFI may consider candidates who do not possess the stated education but meet the combination of experience and education or training if concrete examples…
Added 1 hour ago
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Toronto, ON
- Full-time
…possible with AI. You'll work directly with our Senior Product Manager and engineering team to bring that experience to…
Added 1 hour ago
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Product Engineer, Mobile & UX
Pontosense
Toronto, ON
- Full-time
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Added 1 hour ago
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Maintenance Coordinator YYZ
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Mississauga, ON
- Internship
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Added 2 hours ago
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Manager, restaurant
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AB · Edmonton, AB
- Full-time
Added 2 hours ago
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Restaurant manager
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Toronto, ON · Etobicoke, ON
- Full-time
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Restaurant manager
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Toronto, ON · Etobicoke, ON
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Added 2 hours ago
IP
Senior Engineer, Rotating Equipment, Heartland Petrochemical Complex
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AB · Strathcona County, AB
- Full-time
…AB, the Senior Rotating Equipment Engineer will report to the Manager, Reliability & Discipline Engineering. The Senior Rotating Equipment Engineer will be an experienced subject matter…
Added 2 hours ago
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Restaurant manager
Subway
Sudbury, ON · Greater Sudbury, ON
- Full-time
Added 2 hours ago
JA
Sales and advertising manager
JF Automation Inc.
Mississauga, ON
- Full-time
Added 4 hours ago
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- Part-time
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Added 5 hours ago
Sales Lot Attendant - Campus Honda Victoria
The Jim Pattison Auto Group
Victoria, BC
This role reports to the Sales Manager of the dealership.
Added 6 hours ago
DQ
restaurant manager
Dairy Queen
ON · Hannon, ON
- Full-time
Added 6 hours ago
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food services manager
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- Full-time
Added 6 hours ago
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Forward Deployed AI Engineer - Senior Manager
Accenture
Calgary, AB · Vancouver, BC · Ottawa, ON · Toronto, ON
- Full-time
…organizational environments. You own outcomes: time-to-value, adoption, reliability, and scalability. Not delivery milestones.…
Added 7 hours ago
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Manager, Digital Solutions
City of Saint John
Saint John, NB
- Full-time
The Manager, Digital Solutions, is responsible for the delivery and ongoing management of the City’s enterprise applications, digital solutions, and data and information management…
Added 8 hours ago
SH
Registered Practical Nurse - Surgical Suites (GEN)
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Toronto, ON · Scarborough, ON
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Toronto, ON
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Winnipeg, MB
Directly accountable to the Manager, Health Services, and under the direction of the nurse, the Health Care Aide (HCA) acts as a member of the health care team, assisting with…
Added 8 hours ago
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Manager, Supply Chain / Gestionnaire, Gestion de la chaîne d’approvisionnement
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Charlottetown, PE
- Full-time
We are seeking an experienced Manager, Supply Chain Management to lead the Supply Chain function at our companies Animal Health manufacturing site in Prince Edward Island.
Added 9 hours ago
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General Manager
Snaplii
Toronto, ON · Etobicoke, ON
- Full-time
We are hiring a hands-on General Manager to lead Snaplii's day-to-day operations and serve as the senior on-site leader of our Canadian office. You will manage functional leaders, resolve…
Added 9 hours ago
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Process/Project Engineer
Innophos
Port Maitland, ON
- $90,000 to $105,000 CAD / year
- Full-time
…the manufacturing processes and equipment – product quality, reliability, yield, pollution control, work environment, and energy conservation. This engineer will be responsible for most PFD…
Added 10 hours ago
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Cylinder Assembler
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- Full-time
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Added 11 hours ago
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IT Operations Manager, AI & Automation
FacilityOS
Remote, Canada
- $125,000 to $145,000 CAD / year
- Full-time
- Remote
The IT Manager will lead an existing IT team and own the secure, reliable, and cost-effective delivery of internal technology services. This is a hands-on leadership role covering employee…

123Dentist

Senior Manager, Clinic IT Services

Toronto, ON, Canada

$150,000 to $175,000 CAD / year · Full-time

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Applications open in a new tab.

Job details

Pay: $150,000 to $175,000 CAD / year
Job type: Full-time
Apply by: Nov 18, 2026
Posting language: English
Posted: Nov 3, 2026

Original job description

Job Title: Senior Manager, Clinic IT Services

Team: Technology Services (Service Desk / Clinic Support)

Reports To: VP, Technology Services

Location: Head Office (Hybrid, remote flexibility); travel to clinics/regions as required

Employment Type: Permanent Full-Time

About 123Dentist

123Dentist is the largest majority Canadian-owned dental support organization, supporting a growing network of 400+ dental practices across the country. As we continue to expand – both organically and through acquisition – our Technology Services team is central to delivering the reliable, consistent, and well-supported technology experience our clinics depend on to care for patients every day.

About The Role

The 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

Apply About employer

More about this job

Responsibilities

Lead national clinic IT support across Tier 1 and Tier 2, managing service quality, escalations, incidents, staff, vendors, budgets, and performance reporting. Transform and standardize support systems and processes, improve service outcomes, and transition appropriate operations from MSP-led delivery to corporate ownership.

Requirements

Requires a bachelor’s degree in IT, business, or a related field, or equivalent experience, and 8+ years in IT support or service delivery, including leadership experience. Candidates should bring ITSM/ITIL expertise, experience transforming support in a distributed organization and managing MSPs, strong people and executive stakeholder leadership, and working knowledge of Microsoft 365, Entra ID, and Intune.

Skills

IT Service Delivery
Service Desk Leadership
ITSM
ITIL
Incident Management
Problem Management
SLA And KPI Management
Vendor And MSP Management
Service Reporting And Metrics
Process Standardization
Automation
People Leadership
Stakeholder Management
Microsoft 365
Entra ID And Intune

Visa sponsorship

Not detected in the job text

Keywords

Technology Services
Clinic IT Support
Service Desk
Tier 1 Triage
Tier 2 Helpdesk
ITSM
ITIL
FreshService
Microsoft 365
Entra ID
Intune
Service-Level Agreements
Key Performance Indicators
Major-Incident Management
Problem Management
Knowledge Base
Self-Service
Automation
Service Metrics
Customer Satisfaction
Managed Service Providers
Vendor Management
Insourcing
Change Management
PMP
PRINCE2
Prosci
Multi-Site Operations
Healthcare

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