Overview Dialogue is the #1 virtual care provider in Canada. By developing our Integrated Health Platform, we provide online health and wellness programs (primary care, mental health, iCBT, EAP, and wellness) to organizations that want to improve the wellness of their employees and families. Role Your role is to establish and maintain operational excellence across IT services, technical support, and security domains, ensuring the reliability, efficiency, and security of our IT infrastructure. Responsibilities Advanced Support: Provide Level 2 and Level 3 support for applications, IT systems, and security-related requests and incidents, both virtually and onsite Operational Process Ownership: Manage and refine operational processes, including multi-tiered support for IT services, technical application support, and cloud-based SaaS solutions Service Level Management: Monitor and ensure adherence to service level agreements (SLAs), collaborating with stakeholders to enhance support and security initiatives Project Management: Lead and execute IT projects encompassing mergers and acquisitions, system integrations, automation initiatives, deployments, and compliance efforts Leadership: Mentor and guide team members, fostering efficiency and maintaining high-quality service delivery Qualifications 5+ years of experience in IT, with a strong background in security and application support Technical skills: Google Workspace, endpoint security systems, MDM solutions, cloud infrastructure, identity platforms, Git, Jira, and macOS Previous scripting experience and familiarity with programming languages are highly desirable Expertise in incident management, request management, and troubleshooting complex distributed systems Benefits Access to the Dialogue app and virtual mental health support for you and your family Fully funded insurance, a health spending account, dental coverage, and fitness reimbursement 4 weeks vacation, 9 wellness days, and 1 volunteer day Hybrid work: 3 days/week in our Montreal or Toronto offices, excluding remote roles Work abroad up to 4 weeks/year Incentive plans, referral bonuses & RRSP matching Learning via Coursera, external training budget & mentorship Optional parental leave top-up EEO statement: Dialogue is an equal-opportunity employer. Qualified applicants will be considered without regard to citizenship, ethnicity, race, color, religion, gender, gender identity or expression, sexual orientation, disability, age, or veteran status. Applicants who require specialized accommodation are encouraged to contact accessibility at dialogue.co. #J-18808-Ljbffr