Team Lead, Telecom Analysts

Salary Range: $65,000.00 To $85,000.00 Annually

This is a hybrid position based out of North York at 243 Consumers Rd or 1 Presidents Choice Circle. You will work 4 days a week in office and 1 day a week remote.

Lifemark Health Group is a market leader in customized healthcare solutions. As one of the largest and most comprehensive providers in Canada, Lifemark continues to grow with a vision to be the most innovative healthcare provider in community rehabilitation, workplace health and wellness, and medical assessment services. Lifemark was acquired by Loblaw Companies on May 10, 2022. You can read more about the acquisition here.

The Team Lead, Telecom Analysts is responsible for the strategic leadership, operational management, and continuous improvement of Lifemark s national telecommunications environment. This role oversees enterprise telephony, contact center services, internet connectivity, mobility, clinic telecommunications infrastructure, telecom vendor relationships, and telecommunications-related project delivery.

The position serves as the primary IT Operations leader for telecom services supporting acquisitions, divestitures, clinic moves, rebrands, and business growth initiatives. The successful candidate will ensure reliable, scalable, secure, and cost-effective telecommunications solutions while driving standardization, automation, operational efficiency, and data-driven decision making.

• Telecom Operations & Service Delivery

• Lead day-to-day operations of enterprise telecommunications services across all Lifemark locations.
• Own administration and governance of Ring Central, internet services, mobility services, fax services, call routing, and contact center integrations.
• Act as the senior escalation point for complex telecom incidents and high-priority operational issues.
• Ensure service continuity through proactive monitoring, incident management, contingency planning, and operational governance.
• Develop and maintain telecom standards, procedures, knowledge articles, and support documentation.
• Establish and monitor service levels, operational KPIs, and continuous improvement initiatives.
• Collaborate with Helpdesk, Infrastructure, Network, Security, and Field Operations teams to ensure seamless service delivery.

• Serve as the primary telecom lead for acquisitions, clinic openings, mergers, relocations, closures, and rebranding activities.
• Coordinate telecom readiness activities including:
• Internet upgrades and migrations
• Telephony migrations
• Account authorizations and carrier transitions
• Clinic communications infrastructure
• Business continuity planning
• Participate in acquisition governance and clinic transition meetings.
• Develop interim solutions and contingency plans to minimize operational disruption.
• Lead the retirement and replacement of legacy telecom platforms and unsupported technologies.

• Lead and support strategic telecommunications initiatives including:
• Ring Central migration and optimization programs.
• Telecom analytics and reporting initiatives.
• Ring Central Analytics and Power BI integration.
• AI-powered communications initiatives, including AIR, AIR Pro, ACE, and future automation capabilities.
• Clinic SMS and patient communication technologies.
• Telecom platform standardization and lifecycle management programs.
• Contact centre telephony enhancements and routing improvements.

Develop project plans, governance, stakeholder communications, risk mitigation strategies, and operational readiness plans for telecom-related initiatives.

• Oversee telecom support for Customer Contact Centre initiatives.
• Manage clinic onboarding and offboarding for CCC Overflow services.
• Coordinate and implement holiday routing and special business continuity call flows.
• Maintain enterprise call routing architecture and telephony configurations.
• Ensure efficient patient and client communication experiences across all regions.

• Oversee enterprise mobility services and wireless carrier relationships.
• Conduct regular audits of cellular devices, plans, and usage.
• Manage device lifecycle planning, service provisioning, and cost optimization.
• Support telecom hardware selection, testing, deployment, and replacement strategies.
• Maintain inventory and operational standards for telecom assets.
• Manage strategic relationships with telecom vendors, carriers, and service providers.
• Lead contract renewals, negotiations, and service reviews.
• Identify cost-saving opportunities and telecom optimization initiatives.
• Manage vendor performance, escalations, and service delivery expectations.
• Partner with Security, Privacy, Procurement, and Risk teams to support:
• Vendor Risk Assessments (VRA)
• Security reviews
• Telecom compliance requirements
• Develop telecom dashboards, reporting, and operational metrics.
• Leverage Ring Central Analytics and Power BI to support decision…