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Added 14 mins ago
C
Customer Delivery Architect
Cisco
Montreal, QC
- Full-time
We solve technical challenges and lead delivery projects from start to finish. We create design plans, write scripts for automation, and build simulations to test system compatibility.…
Added 14 mins ago
KA
Trainee Bilingual Automotive Sale Associate
Kaizen Automotive Group
Calgary, AB
- Full-time
Presenting and demonstrating vehicle features including technology, safety, financing options, and trim levels
Added 14 mins ago
B
Director, FP&A (Revenue)
Benevity
Remote, Canada
- Full-time
- Remote
Benevity is the way the world does good, providing companies (and their employees) with technology to take social action on the issues they care about. Through giving, volunteering,…
Added 14 mins ago
B
Director, FP&A (Revenue)
Benevity
Remote, Canada
- $156,800 to $206,750 CAD / year
- Full-time
- Remote
Benevity is the way the world does good, providing companies (and their employees) with technology to take social action on the issues they care about. Through giving, volunteering,…
Added 14 mins ago
DC
Project Manager
Dillon Consulting Limited
Winnipeg, MB
- Full-time
At Dillon, we strive to remain at the forefront of technology and innovation and thrive on interdisciplinary collaboration, empowering our people to challenge conventional thinking and…
Added 14 mins ago
PC
Lead Guest Services Team Member
Pilot Company
Portage la Prairie, MB
- Full-time
…chain and retail operations, logistics and transportation, technology and digital innovation, construction, maintenance, human resources, finance, sales and…
Added 14 mins ago
RL
Calibration Engineer - 12 month contract
RBR Ltd.
Ottawa, ON
- $70,000 to $90,000 CAD / year
- Contract
…researchers in the global fight against climate change, and our technology supports groundbreaking science with partners like Fisheries and Oceans Canada, Woods Hole, the Scripps…
Added 14 mins ago
C
Forward Deployed Engineer, Infrastructure Specialist (North America)
Cohere
Remote, Canada
- Full-time
- Remote
We are a global technology company headquartered in Toronto with key offices in London, New York City, San Francisco, Montreal, Paris, Berlin and Seoul. Join us!
Added 14 mins ago
PH
Mental Health Registered Nurse/Registered Psychiatric Nurse, new St. Paul's Hospital
Providence Healthcare
Vancouver, BC
- Other
…is changing, the new St. Paul’s Hospital is being built to lead that change, including a major expansion of mental health…
Added 14 mins ago
S
Manager, Technical Consulting
Staffbase
Canada
- $105,000 to $141,000 CAD / year
We’re growing our Customer department and looking for a Manager, Technical Consulting to lead our North American Technical Consulting team. The team partners with customers on the technical…
Added 14 mins ago
DT
Guidewire ClaimCenter Lead
Derex Technologies Inc
Toronto, ON
- Full-time
…Harrison New Jersey since 1996 Derex delivers the highest quality technology professionals and an array of customized IT talent solutions designed to improve productivity and drive results…
Added 14 mins ago
Visual Lead (Full - Time) - Oakridge Centre
ALO
Vancouver, BC
The Visual Lead is responsible for achieving store sales & maximizing profitability through Visual Merchandising in partnership with the Management Team. The Visual Lead will work closely…
Added 28 mins ago
PC
Cdn. Sr Learning & Development Business Partner
Post Consumer Brands
Niagara Falls, ON
- Full-time
…our Learning & Development (L&D) Business Partner, you will lead site-level learning strategies that build employee skills, strengthen leadership capability, and support business…
Added 28 mins ago
TG
Area Manager/ Chef de section
The Goodyear Tire & Rubber Company
Salaberry-de-Valleyfield, QC
- Full-time
Lead and promote safety in all aspects of the plant;
Added 28 mins ago
Project Manager
ERCO Worldwide
Saskatoon, SK
…scale. As one of the largest suppliers of Chlorine Dioxide technology in the world, we are devoted to building genuine customer relationships and delivering innovative, sustainable chemical…
Added 28 mins ago
UO
Laboratory Technician
University of Alberta
Edmonton, AB
- Full-time
…joint preservation and regeneration, and surgical simulation technology. Established in 1922, the department has long been a leader in the field, committed to balancing technological…
Added 28 mins ago
PF
Data Engineer
Pattison Food Group
Langley (District), BC · Langley Office - Langley BC
- Full-time
Reporting to the Team Lead, Data & Analytics, you will be responsible for working with one of the largest, most comprehensive datasets in Canada while delivering and pioneering solutions…
Added 28 mins ago
FS
Business Analyst, Pension
Financial Services Regulatory Authority of Ontario (FSRA)
Toronto, ON
- Full-time
…development and implementation of best practices, business processes, technology strategies and data base systems to support the regulation of pension plans in…
Added 28 mins ago
IS
Project Manager
Information Services Corporation ISC
Regina, SK
- Full-time
…hands, at the right time, means more than just using the right technology. Our people are what drives our innovation, growth, and…
Added 28 mins ago
RC
Supervisor, Talent Acquisition Operations – Programs & Interviews
RSM Canada
Toronto, ON
- Full-time
Lead or participate in process reviews, quality audits, operational improvement initiatives, documentation updates, and implementation readiness activities.
Added 28 mins ago
B
Senior Director, Learning & Development
BGBx
Canada
- Full-time
The Senior Director, Learning & Development, reporting to the Chief People Officer, will lead the development and execution of a comprehensive learning and development strategy across BGBx,…
Added 28 mins ago
KS
Procurement & NetSuite Specialist
Kelly Services (Canada), Ltd.
Waterloo, ON
- $65,000 to $70,000 CAD / year
- Full-time
Source manufacturing components and evaluate suppliers based on pricing, quality, availability, and lead times.
Added 28 mins ago
O
Legal Counsel
OpenText
Waterloo, ON
- Full-time
Ability to lead negotiation and drafting efforts on a wide range of SaaS commercial technology agreements including cloud services agreements, software licenses, and professional services.
Added 28 mins ago
O
Legal Counsel
OpenText
Ottawa, ON
- Full-time
Ability to lead negotiation and drafting efforts on a wide range of SaaS commercial technology agreements including cloud services agreements, software licenses, and professional services.
Added 28 mins ago
AG
Senior SAP S/4HANA Basis Consultant
Addmore Group
Oshawa, ON
- Full-time
…uptime and optimal performance. As a senior member, you will lead complex projects (conversions, migrations, BTP integration), provide architectural guidance, mentor junior team members and…

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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