Manager, Telecommunications Support

University Health Network • Toronto, ON

7d • CA$109,162 - CA$159,162 • Onsite

About The Position

The Manager, Telecommunications Support provides operational, technical, and strategic leadership for enterprise telecommunications and clinical communications services across UHN. This role is responsible for ensuring the reliability, security, and performance of critical communication platforms, including voice services, unified communications, contact centres, paging, alerting, mobility, and clinical communication systems. Working closely with Digital, clinical, and operational stakeholders, the Manager leads service delivery, modernization initiatives, vendor management, and team development in a complex multi-site healthcare environment. The position plays a key role in supporting patient care, emergency response, and organizational communication across UHN.

Requirements

• Bachelor's degree in Computer Science, Information Technology, Engineering, Mathematics, Science, or a recognized equivalent combination of education and experience.
• 8 to 10 years of progressive telecommunications, unified communications, or infrastructure support experience in a complex enterprise environment.
• Demonstrated experience managing enterprise voice, VoIP, contact centre, mobile communications, paging, alerting, and clinical communication technologies.
• Previous leadership experience managing technical teams, including staff supervision, performance management, coaching, and development.
• Strong knowledge of IT service management (ITSM), incident management, change management, service continuity, and operational support practices.
• Experience managing vendor relationships, contracts, budgets, and technology lifecycle planning.
• Excellent communication, stakeholder management, and problem-solving skills with the ability to collaborate across technical and non-technical teams.

Nice To Haves

• Healthcare industry experience and familiarity with clinical communication systems, nurse call integrations, or healthcare technology environments is considered an asset.

Responsibilities

• Lead the day-to-day operations, support, and continuous improvement of enterprise telecommunications and clinical communications services across UHN.
• Oversee voice, VoIP, unified communications, contact centre, paging, alerting, mobile communications, and related telecommunications platforms to ensure service reliability and performance.
• Develop and implement telecommunications strategies, roadmaps, lifecycle plans, and modernization initiatives aligned with organizational goals.
• Manage a team of telecommunications professionals, including hiring, coaching, performance management, staff development, and workforce planning.
• Build and maintain strong relationships with internal stakeholders, vendors, and service providers to support operational excellence and project delivery.
• Manage telecommunications budgets, contracts, licensing, vendor agreements, and service performance metrics while identifying opportunities for cost optimization and service improvements.

Benefits

• Competitive offer packages
• Government organization and a member of the Healthcare of Ontario Pension Plan (HOOPP)
• Close access to Transit and UHN shuttle service
• A flexible work environment
• Opportunities for development and promotions within a large organization
• Additional perks (multiple corporate discounts including: travel, restaurants, parking, phone plans, auto insurance discounts, on-site gyms, etc.)

What This Job Offers

• Job Type: Full-time
• Career Level: Manager