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Added 4 mins ago
W
PT Pharmacy Assistant
Walmart
Maple Ridge, BC
- Part-time
…forms if applicable and facilitating all aspects of Cognitive…
Added 4 mins ago
LC
Grocery Department Manager Full Time Day
Loblaw Companies Limited
Edmonton, AB
- Full-time
We’re looking for Talented Passionate Leaders with a proven record of delighting customers and growing sales. As a Manager in, you will have an immediate impact on sales and customer…
Added 4 mins ago
C
Pharmacy Assistant - Full Time
Co-op
Carman, MB
- Full-time
Reporting to the Pharmacy Manager, the candidate will be responsible for assisting with the day-to-day operations of the pharmacy department. Duties will include, but are not limited to:
Added 4 mins ago
IF
Senior Education Strategist
iA Financial Group
Calgary, AB
- Full-time
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Added 4 mins ago
GE
District Manager - Industrial & Vacuum Services
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Added 4 mins ago
CS
Casual Maintenance Assistant
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- Part-time
Reporting to the Maintenance Manager, the Maintenance Assistant executes routine repairs and carries out minor maintenance operations with a focus on providing superior customer service to…
Added 4 mins ago
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Assistant Branch Operations Manager
RBC
Ottawa, ON
- Full-time
…Little Italy is looking for an Assistant Branch Operations Manager to join their team! The Assistant Branch Operations Manager fulfils a leadership role in the branch by providing…
Added 4 mins ago
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Private Banker
RBC
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- Full-time
…Advisor/Counsellor for long-term investment advice, or a Commercial Account Manager for a business…
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Store Manager -Nike Premium Outlet Collection Store (12 Month Contract)
Nike
AB · NFS CA EDMONTON SOUTH
- Full-time
Behind every great team is a great coach. That’s why when you join us as a Store Manager, we refer to you as a Head Coach.
Added 4 mins ago
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Customer Experience Associate
TD
Calgary, AB
- Part-time
…service transactions and providing information and advice on services, products, and solutions to existing or prospective TD customers. At the branch, we understand customer needs and…
Added 4 mins ago
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PIA Client Service Associate
TD
Burlington, ON
- Full-time
Create reports for analysis of client accounts; communicate with customers to provide mentorship on products and services, and identify referral opportunities
Added 4 mins ago
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Controller
E4C
Edmonton, AB
- Full-time
…we deliver person-led, collaborative, and evidence-informed services that strengthen individuals, families, and communities. Rooted in our core values of courage, compassion, connection,…
Added 4 mins ago
TS
Store Associate
The Salvation Army Canada and Bermuda Territory
Calgary, AB · Chinook Thrift Store
- Full-time
Internal: Store Manager, Corps Officer(s), volunteers, staff
Added 4 mins ago
B
Senior Relationship Manager
BMO
Halifax, NS · Charlottetown, PE · Nova_Ctr
- Full-time
Senior Relationship Manager, Commercial Banking
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Sales Associate, Sales & Partnerships - Scotia iTRADE (Mandarin/Cantonese)
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Contribute to the implementation of Scotia iTRADE marketing strategies (under the direction of the Manager) to maximize opportunities for business growth.
Added 4 mins ago
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Kainaiwa Children’s Services Corporation - Manager (IGR)
UpSourced HR
AB · Standoff, Alberta
- Full-time
Kainaiwa Children’s Services Corporation is a growing, dynamic First Nations organization providing programs and services to Blood Tribe children and families in need of support and…
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Water/Wastewater Infrastructure Specialist
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AB
Reporting to the Manager, Provincial Grant Programs, the Water/Wastewater Infrastructure Specialist provides technical expertise to support the assessment, administration and oversight of…
Added 4 mins ago
Governance Manager
Government of Alberta
AB
The Ministry of Education and Childcare supports students, parents, teachers and administrators from Early Childhood Services (ECS) through Grade 12.
Added 4 mins ago
Manufacturing Analyst, Day Shift - (12-Month Contract)
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The Manufacturing Analyst reports to the Manufacturing Systems Manager and supports the tracking and analysis of utility data, as well as project improvement development and execution at…
Added 4 mins ago
Manufacturing Analyst, Day Shift - (12-Month Contract)
CONA Services
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The Manufacturing Analyst reports to the Manufacturing Systems Manager and supports the tracking and analysis of utility data, as well as project improvement development and execution at…
Added 20 mins ago
Project Manager
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As a Project Manager for PCL Construction Management Inc. in Edmonton, Alberta (Buildings), you'll have the opportunity to lead innovative infrastructure projects that shape the future of…
Added 20 mins ago
DO
Practice Improvement Coach, Interior-Kelowna
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Reporting to the Manager, Practice Support Service Delivery the Practice Improvement Coach supports improvements in primary care in the family practice setting while developing quality…
Added 20 mins ago
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Nurse Manager
CarePartners
Owen Sound, ON
- Full-time
We are currently looking for someone to join our dynamic Leadership Team in the role of Nurse Manager. The primary role of the Nurse Manager is to provide effective coordination and…
Added 20 mins ago
FT
Commercial Tire Technician (Langford)
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Victoria, BC
- Other
Save your money with our staff discounts on tires, parts and mechanical services at all Fountain Tire locations
Added 20 mins ago
Sr. Product Manager (Bilingual - French/English), Alexa Canada
Amazon
Toronto, ON
…International team in Toronto is looking for a Senior Product Manager to lead the expansion of Alexa+ in Canada. This is your opportunity to work on products that are making…

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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