{"id":1138393,"url":"https://alion.io/job/mackenzie-health-manager-end-user-support-services","title":"Manager, End User Support Services","company":{"id":1052639,"name":"Mackenzie Health","domain":"mackenziehealth.ca","url":"https://alion.io/company/mackenziehealth","size_band":"201-500","is_staffing_agency":false,"is_intermediary":false,"ats_vendor":"iCIMS","truth_index":null},"role":"Support","role_family":"Support","seniority":"senior","employment_type":null,"work_mode":"on_site","remote_scope":null,"hiring_geo_confidence":"structured","locations":[],"countries":[],"hiring_countries":[],"hiring_countries_total":0,"salary":null,"salary_estimate":null,"experience_years_min":5,"visa_sponsorship":false,"relocation_package":false,"has_equity":false,"technologies":[{"name":"Active Directory","optional":false},{"name":"ITIL","optional":false},{"name":"ITSM","optional":false},{"name":"Microsoft Office","optional":false},{"name":"Service Desk","optional":false},{"name":"ServiceNow","optional":false},{"name":"SLI/SLO/SLA","optional":false},{"name":"VPN","optional":false},{"name":"Windows","optional":false}],"status":"live","first_seen_at":"2026-09-23T09:21:43Z","employer_posted_date":"2026-09-23","last_verified_at":"2026-09-23T13:01:10Z","board_verified":true,"closed_at":null,"days_open":0,"trust":{"level":"ok","repost_count":null,"flags":[],"days_open":0},"description":"Job Description\nReporting to the Director, Application and End-user Support, the Manager, End User Support Services will manage a team of Service Desk and System Support Analysts, responsible to provide Digital Health customer support services, to the organization. This experienced IT professional will be responsible for managing operational teams to support a two-site model with a focus on service quality and continued improvement. The Manager, End User Support Services will manage day to day operations of the Service Desk and the organizational hardware environment to ensure laptops, PCs and devices are performing optimally, to ensure high levels of availability, and will be responsible for incident and request management processes through the enterprise ITSM platform ServiceNow. Furthermore, they will maintain a current problem management knowledge base to ensure timely resolution of issues including a thorough root cause analysis for all major incidents while ensuring that they are clearly identified and escalated to appropriate teams for resolution. Responsibilities will include developing and maintaining standard procedures to ensure compliance and increased productivity, and to support department operations to ensure quality and SLA objectives are achieved and maintained. The successful incumbent will also be responsible for developing, managing and delivering IT Master Service Level Agreements and developing, optimizing a ServiceDesk model to support the organization as required. Additional duties will include analyzing workload metrics, preparing operational reports and statistics, and vendor management.Contribute to safe, quality care by:\nManaging a workload effectively in a fast-paced environment.\nAddressing and resolving issues in a productive, respectful manner.\nExercising sound professional judgment and using best practice guidelines.\nContributing to a safe, inclusive environment for all through compliance with patient and staff safety policies and procedures.\nWhat must you have?\nBachelor’s degree in computer science, engineering or a related study, or an equivalent combination of education, training and experience.\nMinimum 5 - 7 years’ recent related career experience in a large, complex organization.\nMinimum 2 - 3 years’ recent related career experience in management.\nExperience with platforms such as:ServiceNow ITSM solution\nActive Directory\nMicrosoft Exchange\nOffice365\nWindows Operating Systems\nMicrosoft Office\nVPN\nEnterprise antivirus\nMobile Devices\nAV Equipment\n\nWhat else do you bring?\nExcellent organizational, interpersonal skills with exceptional verbal, written communication and conflict management skills with strong initiative to achieve high standards of service and performance.\nCritical thinking and problem-solving skills that enable quick resolution of issues.\nLeadership abilities including the abilities to teach, direct and motivate staff.\nProfessionalism, attention to detail and focused customer service ethic.\nAbility to handle and prioritize multiple demands concurrently.\nExercises initiative and good judgment with ability to multi-task.\nDemonstrated ability in interpersonal, communication, diplomacy, coaching, facilitation and team building skills at all levels of the healthcare environment.\nDemonstrated expertise in IT applications.\nAbility to translate clinical/non- clinical issue into IT solutions.\nDemonstrated commitment to professional development.\nDemonstrated ability to promote and manage change.\nAbility to work independently and as a member of a team.\nTime management and organizational abilities including demonstrated ability to problem solve, prioritize a varied workload and function in a changing and stressful work environment.\nProven attendance record.\nDemonstrates understanding and complies with patient and staff safety policies and procedures that foster a safe and inclusive environment for all.\nAbility to perform the essential duties of the job.\nEffectively uses empathy in interactions with others.\nCommitment to providing an exceptional experience for staff and clients within a challenging and exciting health care environment.\nPreferably, your profile also includes:\nITIL Certification an asset.\nProject Management Professional (PMP) Designate is an asset.\n *You may be required to work at any site of Mackenzie Health.---\nMackenzie Health is an inclusive and equal opportunity employer committed to providing accommodations for applicants upon request at any stage of the recruitment process in accordance with the Accessibility for Ontarians with Disabilities Act (AODA) and the Ontario Human Rights Code.\nOur hiring process does not involve the use of artificial intelligence (AI) to screen, assess or select applicants.\nWe thank all applicants for their interest; however, only those under consideration for an interview will be contacted.\n---\n#LI-JB2","description_format":"text","description_chars":4876,"description_truncated":false,"requirements":{"experience_years_min":5,"management_years_min":null,"team_size_min":null,"manages_managers":false,"education":{"level":"bachelor","optional":true},"security_clearance":false,"languages":[]},"benefits":["Professional development"],"hiring_locations":[],"hiring_excludes":[],"relocation_offered":false,"industries":["Health Care","Elderly Care","Emergency Medicine"],"lifecycle":[{"event":"open","at":"2026-09-23T09:21:43Z"}],"liveness":{"score":86,"band":"hot","label":"Hiring now","p_open":1,"p_active":0.86,"p_room":1,"age_days":0,"expected_fill_days":46,"reasons":["conf:2","win:early"],"computed_at":"2026-09-23T15:27:49Z"},"pay":null,"html_url":"https://alion.io/job/mackenzie-health-manager-end-user-support-services","json_url":"https://alion.io/job/mackenzie-health-manager-end-user-support-services.json","meta":{"generated_at":"2026-09-23T15:27:49Z","cache_seconds":300,"methodology":"https://alion.io/methodology","terms":"https://alion.io/terms","contact":"https://alion.io/contact","api":"https://alion.io/developers"}}