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Manager, Information Technology

Closing Date:
Open until position filled
Job Summary:

Waterloo Wellington Local Health Integration Network

Notice of Job Vacancy

Date of Posting:  November 23, 2017Posting:      17/A/26
Closing Date: December 8, 2017   Union:         Non-Union
Position: Manager, Information Technology

FTE:             1.0 – Full-time  

Initial Assignment:  141 Weber Street, Waterloo, ON, Regular Day Shift.



Position Description

We Value…acting in the best interest of our residents' health and well-being

Job Title: Manager, Information Technology

Reports to: Director, Information Technology & Facilities


Core Purpose

The Manager, Information Technology is responsible for leading the WWLHIN's Information Technology operations with a focus on technical support and projects (hardware and software). The overall goal of the position is making it easy for LHIN staff to access the high quality support they need, so they can effectively serve our residents and make it easy for them to be healthy.

This is accomplished by:

  • Always doing what is in the best interest of our residents,
  • Ensuring staff have up-to-date technical resources, 
  • Maintaining service level commitments in line with the needs of the organization,
  • Continuously striving to improve the support delivered to staff,
  • Providing technical expertise on organizational initiatives,
  • Leading technical deployments,
  • Mentoring IT staff to ensure they remain motivated and constantly strive to improve themselves,
  • Mitigating the risk of local outages and downtime,
  • Keeping security front-of-mind, while also striving to make information sharing easier amongst health service partners.

Major Duties and Accountabilities

Functional Strategy

  • Core responsibility: overseeing the day-to-day operations of the WWLHIN's IT Helpdesk including (but not limited to): maintaining service quality and SLA standards, balancing team workload, ensuring adequate coverage, providing advice, and personally taking on or directly assisting in resolving complex or high priority requests.
  • Develops an annual work plan and supports the Director in the development of the strategic and operational IT roadmap.
  • Provides input and advice on departmental policy, procedures and systems.
  • Supports the selection of new hardware and software.
  • Maintains a good understanding of ministry directives and ensures they are followed.
  • Keeps abreast of new developments / technologies / processes in the IT industry.
  • Makes recommendations to implement innovations to yield improvements/efficiencies.
  • Locally manages any IT-related provincial issues that may impact WW operations.
  • Regularly collaborates and communicates with the HSSO, other LHINs, and external stakeholders (e.g. hospitals, eHealth, etc.) on technical projects and deployments.

Program and Operational Leadership

  • Provides both technical knowledge/expertise as well as core project management services (scope, budget, reporting) for both internal and system-wide projects.
  • Manages external contractors to ensure contract is respected and quality is achieved.
  • Provides input to working groups / business leaders / project teams as to how to leverage technology to improve business process.
  • Works with internal customers to ensure technical support is meeting business needs.
  • Develops policy and procedures in conjunction with the Director, IT & Facilities.

People Leadership

  • Manages helpdesk staff (6 FTEs).
  • Prioritizes and delegates work.
  • Undertakes annual and on-going performance management including development/assessment of an annual individualized plans (AIPs), identification of learning opportunities, career coaching and on-going mentoring.

Safe Working Environment

  • Through own work, and the management of others, ensures that the WWLHIN consistently operates a safe working environment, wherever work is undertaken.
  • Follows all safe work practices and procedures and immediately communicates and mitigates any activity or action which may constitute a risk to resident or staff safety.
  • Participates in related training and education.

Preferred Experience and Skills

  • Education and experience typically includes a university degree / college diploma with specialization in computer science / technology, and 5 – 7 years of experience.
  • Expertise in technical systems analysis and management, including hands-on experience with computer networks, hardware, and software.
  • Experience with supervising others in a customer service-focused environment.
  • Knowledge of the Ontario health sector and including current IT strategies and initiatives.
  • Knowledge of IT specific privacy and security regulatory environment.
  • Knowledge of project management, particularly in the context of information technology design and implementation.
  • Knowledge of the WWLHIN's programs and services in order to support information technology needs.
  • Knowledge in technology and information management (hardware, software).

Communicating and Influencing Others

  • Communicate internally working with the business to provide customer service in the resolution of technical issues, and project management leadership / expertise.
  • Communicate externally with health partners, vendors, contractors, and other LHINs to gather information, provide technical expertise, and consult on projects and initiatives.
  • Consults with the business to collect information related to on-going and future information technology needs.

Problem Solving, Decision Making and Accountability

  • The Manager of Information Technology is responsible for responding to issues with IT operations at the organization level; determining an action plan and deploying staff for resolution.
  • Proactively planning IT solutions that mitigate future risks (capacity, integration) including disaster response and recovery planning.
  • He/she is accountable for the day-to-day operations of the IT function focused on technical support.


  • Through the combination of proactive and reactive problem solving and planning, this role may have a significant impact on the business such as managing/preventing system downtime or minimizing delays in project implementation.

Management of Human Resources

  • The Manager, Information Technology is responsible for the oversight of 6 full time staff, and will act as backup coverage for the Director of IT and Facilities. Numbers may fluctuate as the department / role evolves.
  • Responsibilities include hiring, performance management as well as day to day delegation and quality review.
  • May also serve as a project / working group lead for both internal and external initiatives (sector, LHIN).

Mental Effort and Concentration

  • Job requirements include attention to detail in review and preparation of documents  / spreadsheets (on computer) as well as listening during discussions, interviews and consultations.

Physical Effort

  • The role spends significant time using a computer requiring fine motor skills for key boarding

Working Conditions

  • The job is performed in an office environment
  • There may be some requirement for travel to off-site locations within and outside the local geography
  • Participates in on-call rotation

WWLHIN strives to create a respectful, accessible and inclusive work environment.  Upon individual request, hiring processes will be modified to remove barriers to accommodate those with disabilities.  Should any applicant require accommodation through the application, interview or selection processes, please contact Human Resources at for assistance.

If you are interested in this position, please submit a cover letter, along with a detailed resume, outlining how your skills, qualifications and experience meet the position requirements, before 4:30 p.m. on December 8, 2017 to Human Resources (e-mail: We thank all applicants in advance; however, we will be communicating only with those selected for an interview


About the CCAC

Community Care Access Centres (CCACs) connect people across Ontario with quality in‐home and community‐based health care. CCACs provide information, access to qualified care providers and community‐based services to help people come home from hospital or live independently at home.