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Added 10 mins ago
UO
Senior Advanced Research Computing Systems Administrator
University of Victoria
Victoria, BC
- Internship
Reporting to the Manager and Architect of Advanced Research Computing Infrastructure, the Senior Advanced Research Computing Systems Administrator works as part of a team to design, build,…
Added 10 mins ago
VB
Senior Accountant
Vaco by Highspring
Woodbridge, ON
- $85,000 to $95,000 CAD / year
- Part-time
…corporate accounting team. Reporting directly to the GL Accounting Manager, this role is responsible for month-end close execution, financial analysis, multi-entity account reconciliations,…
Added 10 mins ago
TD
Head of Performance Marketing
Tiller Digital
Calgary, AB
- Full-time
Guide traditional SEO strategy and execution, ensuring technical SEO, content optimization, and organic search recommendations support client objectives.
Added 10 mins ago
R|
Licensed Practical Nurse (LPN) or Research Nurse
RI-MUHC | Research Institute of the MUHC | #rimuhc
Montreal, QC
- Full-time
…the team by completing additional tasks as directed by the…
Added 10 mins ago
R|
Animal Health Technician - Part-time Occasional
RI-MUHC | Research Institute of the MUHC | #rimuhc
Montreal, QC
- Part-time
Under the general supervision of the manager of the Animal Resources Division, the incumbent performs animal care-related duties, technical procedures and administrative duties related to…
Added 10 mins ago
R|
MRI Technologist
RI-MUHC | Research Institute of the MUHC | #rimuhc
Montreal, QC
- Full-time
The Research MRI technologist will provide technical support for specific research using MRI as assigned based on research funding and needs. They will work under the supervision of Dr.…
Added 10 mins ago
R|
Animal Care Worker - Part-time occasional
RI-MUHC | Research Institute of the MUHC | #rimuhc
Montreal, QC
- Part-time
Under the general supervision of the Animal Resources Division Manager, the candidate performs animal care-related duties, technical procedures and administrative duties related to the care…
Added 10 mins ago
R|
MRI Technologist
RI-MUHC | Research Institute of the MUHC | #rimuhc
Montreal, QC
- Full-time
The Research MRI technologist will provide technical support for specific research using MRI as assigned based on research funding and needs. They will work under the supervision of Dr.…
Added 10 mins ago
V|
Ingénieur(e) de projets / Project Engineer
Veolia | North America
Montreal, QC
- Full-time
Reporting to the Manager - Engineering, the Project Engineer directs the technical
Added 25 mins ago
AC
Operations Manager - Contact Centres
Air Canada
Dorval, QC
- Full-time
Listen to calls to observe employee demeanour, technical accuracy and conformance to Company policies and procedures
Added 40 mins ago
B
Community Residential Manager
Boardwalk
Calgary, AB
- Full-time
Added 40 mins ago
AA
Extrusion Manager
Apex Aluminum Extrusions
Langley (District), BC · Langley, BC
- Full-time
The Extrusion Manager is responsible for leading the daily operations of the aluminum extrusion department, ensuring the efficient, safe, and high-quality production of aluminum profiles in…
Added 40 mins ago
BT
Senior Manager Level 3
Baker Tilly Canada
Owen Sound, ON
- Full-time
We are looking for a Senior Manager Level 3 to join our team - a role where your expertise will drive meaningful outcomes and your ambition will help shape what comes next. Here, you’ll…
Added 40 mins ago
IR
Digital Account Manager (Freelance)
Idea Rebel
Montreal, QC · Urban agglomeration of Montreal, QC
- Full-time
As a Digital Account Manager, you will function as the strategic lead for a variety of accounts. This involves relationship-building and working alongside internal sales reps to manage and…
Added 40 mins ago
B
Cloud Platform Engineer
Baseten
Montreal, QC
- $165,000 to $330,000 USD / year
- Full-time
Own products and projects end-to-end, functioning as both an engineer and a project manager, with a focus on user empathy, project specification, and end-to-end execution.
Added 40 mins ago
B
Forward Deployed Engineer
Baseten
Toronto, ON
- $165,000 to $330,000 USD / year
- Full-time
…development that also includes aspects of product management, technical customer success, and pre-sales solution engineering mixed…
Added 40 mins ago
BH
Property Representative 2 (Interconnections and Site C)
BC Hydro
Vancouver, BC
- Full-time
Acts as a project manager or work package manager for capital projects and/or construction of non electric plant and corporate facilities by: preparing project estimates; organizing and;…
Added 40 mins ago
DB
Alterations Specialist
David's Bridal
Langley (District), BC · City of Langley, BC
- $21.55 to $23.9 CAD / hour
- Full-time
…the high standards of David’s Bridal and reports to the Store Manager. S/he is responsible for exemplifying friendly, knowledgeable, and technical expertise and providing superior customer…
Added 40 mins ago
TO
Senior Project Manager, Governance - LDG
The Ottawa Hospital
Ottawa, ON
- Full-time
The Senior Project Manager of Governance leads the design, implementation and continuous improvement of governance structures, decision-making processes and accountability mechanisms for…
Added 40 mins ago
TT
Service Manager
Top Tier Talent Group
Quebec, QC
- Full-time
…relationship stronger than you found it. This is the role that turns technical skill into uptime, and uptime into…
Added 40 mins ago
IE
Project Coordinator
Inferno Energy
AB · Greater Edmonton Metropolitan Area
- Full-time
You'll work alongside our Senior Project Manager and Project Coordinator, who bring the technical and design expertise. You bring the organization and follow-through.
Added 40 mins ago
C
Manager - Software Engineering
CARFAX
London, ON
- $114,000 to $164,000 CAD / year
- Full-time
Join Team CARFAX as Manager Software Engineering
Added 40 mins ago
F/
Senior Credit Manager (Specialized Credit)
FCC / FAC
Calgary, AB · Ottawa, ON · Toronto, ON · Regina, SK · Kanata, Ontario
- Full-time
As a Senior Credit Manager, you’ll support the Project Finance and Strategic Finance teams by applying outside-the-box thinking to analyze and adjudicate complex loan proposals that support…
Added 55 mins ago
BT
Senior Manager
Baker Tilly Canada
Walkerton, ON
- Full-time
We are looking for a Senior Manager to join our team - a role where your expertise will drive meaningful outcomes and your ambition will help shape what comes next. Here, you’ll collaborate…
Added 1 hour ago
C
Transmission Lines Engineer-In-Training (Civil)
CIMA+
AB · Edmonton, AB
- $71,200 to $97,900 CAD / year
- Full-time
…to someone looking to advance their career and deepen their technical skills within a team where latitude, professional development, and career growth are not only possible but actively…

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

#SSAlarm

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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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