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IT Service Manager

Extendicare Canada Inc.

This is a Contract position in Markham, ON posted January 6, 2022.


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 Service Manager role, located at our corporate office in Markham, Ontario.


We are looking for an experienced IT Service Manager to join our team. As the successful incumbment, you will be responsible for IT service desk operations and IT Change, Major Incident and Problem management.



  • Create an efficient, high performing and customer focused IT Service Desk adhering to ITIL best practices.
  • Responsible for the day-to-day operations of the IT Service Desk and the management of 17 L1 & L2 helpdesk agents
  • Recruit, train and coach new helpdesk agents and perform performance reviews
  • Audit calls and tickets to foster continuous improvement and regularly monitor ticket queues.
  • Develop SOPs & KB documents to streamline processes and to aid faster resolution of tickets.
  • Collaborate with IT application owners to implement processes to create and maintain knowledge base documents
  • Develop daily, weekly and monthly reports that provide insights into agent performance and overall performance of the IT Service Desk to ensure SLA’s are being met.
  • Own the CAB program (change advisory board), chair/manage CAB meetings. Implement and own the change management process to ensure all IT production changes are evaluated, authorized and documented.
  • Manage major incidents of severity 1 and 2. Work with applicable IT teams to ensure incidents are resolved in the shortest time possible. Responsible for sending clear and timely messaging to IT stakeholders and customers. Perform PIR’s to identify major incident root causes and implement plans to prevent reoccurrence of major incidents.
  • Work with the team to define, document, enforce, and support ITIL policies, processes, and procedures including making recommendations for improvements pertaining to incident management, change management and problem management.
  • Management of IT Services projects when required.


  • University or College education in relevant discipline (computer science, health informatics)
  • 2+ years’ experience in a leadership role in IT Service Desk•Familiarity with ServiceNow is an asset
  • •Knowledge of helpdesk metrics (SLA, SLO, FCR, ATT, CSAT etc)
  • Knowledge of IT service management frameworks (ITIL certification is strongly preferred)
  • Solid technical experience
  • 2+ years of relevant experience in Change, Major Incident and Problem Management.
  • 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. An active listener who projects a friendly demeanor
  • Ability to adapt and be flexible to change
  • 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 mutli tasking 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


Extendicare recognizes the importance of immunization to protect our residents, patients, team members and visitors from COVID-19. As such, subject to medical exemptions, a condition of employment with Extendicare is requiring that all new hires have received all required doses of a COVID-19 vaccine approved by Health Canada.