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Added 11 mins ago
IF
Vehicles Sales Manager
Impact Fulfillment Services
Dartmouth, NS
- Full-time
The Vehicles Sales Manager CN implements: marketing, sales and customer satisfaction initiative to increase retails sales productivity. Through development of a strong retail network, the…
Added 11 mins ago
IF
Rental Account Manager
Impact Fulfillment Services
Toronto, ON · Etobicoke, ON
- Full-time
The Rental Account Manager will have responsibility for both inside and outside sales. This role will grow with a career path toward Customer Development Manager and/or Business Development…
Added 11 mins ago
IF
Rental Account Manager
Impact Fulfillment Services
Concord, ON
- Full-time
The Rental Account Manager will have responsibility for both inside and outside sales. This role will grow with a career path toward Customer Development Manager and/or Business Development…
Added 11 mins ago
IF
Account Manager Combo BDM / CDM
Impact Fulfillment Services
Kitchener, ON
- Full-time
In accordance with our commitment to diversity and inclusion, Ryder welcomes and encourages applications from people with disabilities. Accommodations are available on request for…
Added 11 mins ago
LC
Store Manager, Franchise Full Time Day Greenlight Requisition
Loblaw Companies Limited
Nackawic, NB
- Full-time
…have opportunities for hard working, enthusiastic and reliable people just like…
Added 11 mins ago
P
Ingénieur(e) senior en gestion de projets et optimisation des ressources
PepsiCo
Levis, QC
- Full-time
Reporting directly to the Senior Project Manager for Eastern Canada, the project engineer will play a key role in planning, executing, and optimizing engineering initiatives, while…
Added 41 mins ago
MS
Human Resources Manager
Movement Search & Delivery
Chatham-Kent, ON · Chatham, ON
- $130,000 to $140,000 CAD / year
- Full-time
Movement Search & Delivery is partnering with an established global automotive manufacturer to recruit a Human Resources Manager for a manufacturing facility in the Chatham-Kent area.
Added 55 mins ago
IB
General Manager (Contract)
Indigo Books & Music
Red Deer, AB
- $61,500 to $81,500 CAD / year
- Full-time
…ideas, beautifully designed lifestyle products, and the creative people who help make it all happen. We believe in real books, living life fully and generously, being kind to each other and…
Added 1 hour ago
MH
Manager, Digital Marketing
Mattamy Homes
Toronto, ON
- Full-time
…Homes. And that success is centred on a foundation of great people, because our team is as solid as they come. At Mattamy, we are optimistic, hardworking and supportive. Together we learn…
Added 1 hour ago
BP
Kitchen Manager
Boston Pizza
Waterloo, ON
- Full-time
…foodstuffs according to BP policies and practices. The Kitchen Manager is responsible for ensuring that our most important people, our Guests and team members, have an excellent Boston…
Added 1 hour ago
GL
Senior Manager, Capital & Treasury
Gay Lea Foods
Toronto, ON · Etobicoke, ON
- Full-time
Added 2 hours ago
I
General Manager (Contract)
Indigo
Red Deer, AB
- $61,500 to $81,500 CAD / year
- Full-time
…ideas, beautifully designed lifestyle products, and the creative people who help make it all happen. We believe in real books, living life fully and generously, being kind to each other and…
Added 2 hours ago
T
Recruiter (Canada)
TopHire.co
Canada
- Full-time
Understand each search. Learn the client’s business, the role’s requirements, and what the hiring manager values. Distinguish essential requirements from preferences.
Added 3 hours ago
J
Site Superintendent – High-End Construction
JobsMedia.io
Laval, QC
- Full-time
…challenges. It's one where the issues are anticipated, where people communicate effectively, and where the right decisions are made at the right time. We want to meet…
Added 3 hours ago
TH
Shift manager - fast food restaurant
Tim Hortons Québec
Milton, ON
- Full-time
Added 3 hours ago
H
Associate Project Manager/Estimator, Service
Houle
Burnaby, BC
- Full-time
…empowering communities through local projects that positively impact people's lives. We're a passionate group of people who love collaborating on innovative and challenging…
Added 3 hours ago
OA
Field Marketing Manager-Acheson, AB
Oldcastle APG
Acheson, AB
- Other
The Regional Marketing Manager leads planning, development, and execution of market-specific strategy and tactics to drive the success of our building products, customer engagement and…
Added 3 hours ago
M
Construction project manager
Mongrain
Mirabel, QC
- Full-time
We're looking for you for our project manager position.
Added 3 hours ago
C
Human Resources Advisor
Corbec
Drummondville, QC
- Full-time
…thinking, and if you are passionate about building a strong, people-centered organizational culture that meets the highest standards. What you will do on a daily basis: Health and Safety -…
Added 3 hours ago
MF
Funding and Data Officer
McConnell Foundation
Toronto, ON
- Full-time
…and any other database maintenance requests by the Funding…
Added 3 hours ago
FC
Associate, Compensation (12 to 15-month contract)
Fiera Capital
Montreal, QC
- Full-time
Fiera Capital is a global independent asset manager with an entrepreneurial culture and a clear vision: to deliver disciplined, high-conviction investment solutions that create lasting…
Added 3 hours ago
TG
Planet Fitness - Overnight Member Services Representative - Part Time - Halifax Shopping Centre
Taymax Group
Halifax, NS
- Part-time
It's fun to work in a company where people truly BELIEVE in what they're doing!
Added 4 hours ago
NB
Banking Advisor
National Bank of Canada
Montreal, QC
- Full-time
…You’ll adopt a friendly approach, listen actively and offer a people-centric experience for branch…
Added 4 hours ago
NB
Senior Tax Advisor
National Bank of Canada
Toronto, ON
- Full-time
…group of 12 specialized professionals and report to the Senior Manager, Investment Fund Accounting. We are responsible for all tax-related activities for investment funds administered by…
Added 4 hours ago
NB
Banking Advisor
National Bank of Canada
Sorel-Tracy, QC
- Full-time
…approach and use your analytical skills in order to offer a people-centric experience for branch…

GardaWorld

GardaWorld - Edmonton - Technical Support Team Lead - 50k

Edmonton, AB, Canada

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Job details

Experience: Technical supervisory/leadership experience for a minimum of 2 years
Posting language: English
Posted: Oct 29, 2026

Original job description

Technical Support Team Leader – Job Description

Who We Are:

Incorporated in 2005, Liberty Security is a Canadian privately owned company based out of Edmonton, with corporate offices, authorized dealers, and service providers located across the country. We are a team of motivated and caring people that has become a leading provider of smart home security and safety services for homes, seniors, and businesses of all sizes across Canada. We tirelessly source, test, and leverage the very latest in technology for life safety, property, and asset protection. We have installed over 70,000 residential and commercial systems in all 10 provinces and 3 territories. We also service over 100 healthcare facilities in Canada.

Your Role:

Liberty’s Technical Support Team Leader will provide guidance and direction to create an environment of accountability and learning to the technical support team while delivering exemplary service to our customers and partners. As a Technical Support Team Leader, you will assist in establishing team objectives, provide agents with opportunities to expand their knowledge of service, products, and troubleshooting techniques, and focus on improving performance and processes in an effort to better support customers.

Job Duties & Responsibilities:

Elevate Liberty Technical Support to a pivotal role as a competitive advantage. Envision your team as the foundation influencing customer choices and loyalty to Liberty.
Oversee a dynamic team of support agents, skillfully assigning and prioritizing tickets and tasks with precision.
Demonstrate a keen understanding of data-driven decision-making, utilizing input metrics to optimize outcomes.
Maintain consistent performance management practices, fostering accountability among agents to cultivate a high-performance team. Lead by example.
Exhibit a meticulous attention to detail and exceptional organizational skills.
Successfully navigate through process and organizational changes in a rapidly growing company.
Respond to inbound calls from Liberty customers with professionalism and efficiency as needed.
Validate agent time sheets, promptly address time-off requests, and strategically determine work schedules while coordinating additional coverage as necessary.
Effectively manage escalated customer complaints, providing timely and effective solutions.
Present comprehensive reports on Technical Support metrics during weekly/monthly meetings with the management team.
Undertake additional responsibilities as assigned, contributing to the overall success of the team and organization.

Key Performance Indicators:

Achieve SLA requirements for Inbound Call Queues
Technical Support completion percentage
Team Call Efficiency
Technical Support Revenue
Service Calls Completed

Skills Required

Four-year bachelor’s degree or equivalent work history
Technical supervisory/leadership experience for a minimum of 2 years
Excellent verbal and written communication skills
Experience in managing KPI’s and workforce management
Ability to articulate and provide clear guidance
Ability to work well with a team that is multigenerational and has multi-level skill sets
Sales experience is a plus
Experience handling customer escalations required
The desire to lead and manage people
Strong business acumen

Reporting To: Senior Customer Experience Manager

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More about this job

Responsibilities

The Technical Support Team Lead will oversee a team of support agents to ensure high-quality service and operational efficiency. Responsibilities include managing team performance, handling customer escalations, and reporting on key metrics to management.

Requirements

Candidates must have at least two years of technical supervisory or leadership experience and a bachelor's degree or equivalent work history. Strong communication skills and experience with workforce management and KPI tracking are required.

Skills

Technical support
Team leadership
Performance management
Workforce management
Data-driven decision making
Customer service
Escalation management
Reporting
Communication skills
Sales experience
Scheduling
Process improvement
Troubleshooting
Mentoring

Visa sponsorship

Not detected in the job text

Keywords

Technical Support
Team Lead
SLA
KPI
Workforce Management
Performance Management
Customer Experience
Security Services
Smart Home Security
Data-driven
Reporting
Escalation Management
Scheduling
Accountability
Troubleshooting
Service Calls
Inbound Calls

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