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IT Help Desk Manager

Extendicare Canada Inc.

This is a Contract position in Markham, ON posted February 7, 2021.

IT Help Desk Manager


Extendicare is a leading provider of care and services for seniors throughout Canada. Through our network of over 115 senior care and living centres as well as our home health care operations, we are committed to delivering care throughout the health care continuum to meet the needs of a growing seniors’ population in Canada. Our qualified and highly trained workforce of 23,700 team members are united by a dedication to quality care and by our vision of being the best provider of senior care and services in Canada


Candidates are invited to apply to the IT Help Desk Manager role, located at our corporate office in Markham Ontario.


We are looking for an experienced IT Help Desk Manager to join our team. As the successful incumbment, you will be responsible for overseeing timely delivery of support services for a portfolio of applications and hardware while providing exceptional customer service and ensuring all tickets are closed in a timely fashion.



  • Ensures that planning is adhered to and supervises the day-to-day operations of the team;
  • Manage and support Help Desk Team and create a cohesive team
  • Develop and monitor schedule for agents to provide continuous service by ensuring the availability of technical resources (support schedule / vacations)
  • Recruit, train, and coach new agents
  • Set standards for performance and audit calls and tickets to foster continuous improvement
  • Develop SOPs and knowledge objects to support Help Desk agents respond to calls
  • Collaborate with application owners to implement processes to maintain knowledge objects and ensure Help Desk team members are informed of any changes that may result in increases to ticket volume
  • Regularly monitor call dashboard
  • Manage budget and conduct performance reviews
  • Develop SLAs, ensuring that Help Desk tickets are resolved promptly and processing times are met
  • Develop reports and provide an appropriate report cadence including measuring client and employee satisfaction
  • Implement and enhance Service Desk Now and upgrade the ticketing process
  • Attend CAB meetings
  • Propose new work procedures to improve customer service and faster response times.
  • Identify and pursue service improvement initiatives.



  • University or College education in relevant discipline (computer science, health informatics)
  • 3-5 years’ experience in a leadership role in Help Desk management
  • Familiarity with Help Desk software especially ServiceDesk Plus
  • Knowledge of helpdesk metrics (SLA, SLO, ASA, AHT, KPI, CSAT, …., etc)
  • Solid technical experience
  • Strong analytical and problem-solving skills
  • Ability to work effectively independently (self starter) as well as within a team environment
  • Customer-focused attitude, with the ability to understand, anticipate and identify customer needs while using information to provide the best-individualized service
  • Excellent interpersonal and communication skills with an ability to manage a team and the ability to lead and influence others. Ability to present information clearly and effectively both verbally whether in person or over the phone, and in writing. An active listener who projects a friendly demeanour
  • Ability to adapt and be flexible to changes in requirements and environment
  • Proven experience in taking personal responsibility for seeking information from various sources enabling others to learn through sharing experiences, coaching and mentoring
  • Superb organizational planning, time management and multi-tasking skills
  • Great work ethic coupled with a can do attitude
  • Ability to work effectively in a high paced environment and within a variety of stressful situations
  • Detail-oriented with effective time management, organizational and problem-solving skills
  • Experience in healthcare environment an asset

In Ontario, Extendicare, ParaMed Home Health Care and affiliated organizations including our partner homes in Extendicare Assist, accommodate the needs of job applicants throughout its recruitment and selection processes in accordance with the Ontario Human Rights Code and the Accessibility for Ontarians with Disabilities Act. Accommodation needs must be provided in advance.  To discuss your needs, please contact the individual noted in the posting