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Added 1 min ago
HT
Software Validation Technologist
Husky Technologies
Bolton, ON
- Full-time
…passion of our people around the world and their desire to lead change. At the same time, we are not afraid to expect a lot and strive for leadership in all of our key markets. We are a…
Added 1 min ago
K
Sr/Lead Expeditor
Kiewit
Calgary, AB
- Full-time
Lead the expediting response when complex equipment, supplier performance, or manufacturing delays threaten Kiewit's project schedules. As a Senior Expeditor, you will own challenging…
Added 1 min ago
W
Software Engineer - C++ / Python / Android / Java L1
Wipro
Ottawa, ON
- Full-time
…include Software Engineer, Senior Software Engineer, Technical Lead, and Software Architect roles, based on performance and…
Added 1 min ago
S
Protocol Developer
Survalent
Toronto, ON · Greater Toronto Area, Canada
- Full-time
…systems. As part of the Protocols team, you will design, develop, test, troubleshoot, and maintain high-quality communication interfaces and protocol applications that form a critical…
Added 1 min ago
WI
Lead Mechanical Engineer, Resources
WSP in Canada
Calgary, AB
- Full-time
Shape the World Around You – As a Lead Mechanical Engineer, you will lead the delivery of complex mechanical and piping engineering for mining and industrial projects across Canada. From…
Added 1 min ago
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Senior Optical Engineer
Averro
Ottawa, ON
- Full-time
Lead optical characterization; define test plans and guide technicians in equipment operation and data quality procedures
Added 2 mins ago
AC
Backend Software Developer
ATS Corporation
Cambridge, ON
- $36.54 to $50.24 CAD / hour
- Full-time
Collaborate with mechatronics designers, hardware designers and operations personnel to ensure the complete solution meets performance, reliability, and cost requirements
Added 2 mins ago
WI
Lead Mechanical Engineer, Resources
WSP in Canada
Vaughan, ON
- Full-time
Shape the World Around You – As a Lead Mechanical Engineer, you will lead the delivery of complex mechanical and piping engineering for mining and industrial projects across Canada. From…
Added 2 mins ago
WI
Lead Mechanical Engineer, Resources
WSP in Canada
Markham, ON
- Full-time
Shape the World Around You – As a Lead Mechanical Engineer, you will lead the delivery of complex mechanical and piping engineering for mining and industrial projects across Canada. From…
Added 2 mins ago
CO
Application & Integration Technical Analyst
City of Saint John
Saint John, NB
- Full-time
Under the direction of the designated IT Manager, the Application and Integration Technical Analyst is a technical lead responsible for system architecture, data strategy, and integration…
Added 3 mins ago
Q
Verification Engineer (Engineer–Senior Level)
Qualcomm
Toronto, ON
- Full-time
…and document IP (block/SoC) development for a variety of high performance, high quality, low power world class products. Qualcomm Engineers collaborate with cross-functional groups to…
Added 17 mins ago
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Principal Hardware Designer
Sanmina
Ottawa, ON
- Full-time
…prototype design and testing, process development, assembly and test innovation, to volume manufacturing. We are extremely proud to partner with our customers enabling their product through…
Added 17 mins ago
WI
Lead Mechanical Engineer, Resources
WSP in Canada
Kitchener, ON
- Full-time
Shape the World Around You – As a Lead Mechanical Engineer, you will lead the delivery of complex mechanical and piping engineering for mining and industrial projects across Canada. From…
Added 17 mins ago
AS
Design Engineering Manager, Integrated Automation & Control Solution
Arrow Speed Controls
Richmond, BC
- Full-time
Project Leadership: Lead and manage complex electrical engineering projects from concept to completion, ensuring they meet technical specifications and are delivered on time and within…
Added 17 mins ago
IC
Software Engineer in Test
IT Connex
Toronto, ON · Greater Toronto Area, Canada
- Contract
Out client in financial space is looking for a hands-on Sr. SDET to drive automation, AI-assisted testing, and performance engineering across global teams.
Added 17 mins ago
CR
Medical Supply Technician II
Canadian Red Cross
NS · Nova Scotia, Canada
- Full-time
Inspect, test, troubleshoot, and adjust equipment components (including electrical, electro-mechanical, and electronic) to ensure they meet safety and performance specifications.
Added 17 mins ago
WI
Lead Mechanical Engineer, Resources
WSP in Canada
Toronto, ON
- Full-time
Shape the World Around You – As a Lead Mechanical Engineer, you will lead the delivery of complex mechanical and piping engineering for mining and industrial projects across Canada. From…
Added 17 mins ago
HT
PD Software for Service
Husky Technologies
Bolton, ON
- Full-time
…passion of our people around the world and their desire to lead change. At the same time, we are not afraid to expect a lot and strive for leadership in all of our key markets. We are a…
Added 17 mins ago
WI
Lead Mechanical Engineer, Resources
WSP in Canada
Saskatoon, SK
- Full-time
Shape the World Around You – As a Lead Mechanical Engineer, you will lead the delivery of complex mechanical and piping engineering for mining and industrial projects across Canada. From…
Added 17 mins ago
WI
Lead Mechanical Engineer, Resources
WSP in Canada
AB · Edmonton, AB
- Full-time
Shape the World Around You – As a Lead Mechanical Engineer, you will lead the delivery of complex mechanical and piping engineering for mining and industrial projects across Canada. From…
Added 17 mins ago
T
SAP Finance Domain Architect
Talan
Toronto, ON
- $170,000 to $200,000 CAD / year
- Full-time
…helping business leaders across key industries achieve measurable performance and strong ROI, designing, building, and scaling solutions that enable companies to grow more…
Added 17 mins ago
CE
Landing Gear and Brake Systems Integrator
Capgemini Engineering
Mirabel, QC
- Full-time
…engineering changes and system documentation, support Flight Test, Final Assembly Line, manufacturing, and in-service investigations, and ensure that system requirements and technical…
Added 17 mins ago
OT
ACE Research & Development Technical Support Specialist
Ontario Tech University
Oshawa, ON
- Full-time
Our environment can re-create any weather conditions a test object will experience anywhere in the world, from the blistering heat in Death Valley to the frigid conditions in the Arctic.…
Added 17 mins ago
AI
Nuclear Services Technologist
ATS Industrial Automation
Cambridge, ON
- Full-time
…design, build and service mission-critical automated assembly and test solutions for mobility, nuclear and specialty automation. Our customers are leaders in their industries and rely on us…
Added 17 mins ago
O
Industrial Designer
OssKin
Montreal, QC
- Full-time
Run simulations and iterate designs based on test feedback, ensuring every product meets safety and performance standards

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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