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Senior Software Developer (Front End), Trading
Wealthsimple Technologies
Remote, Canada
$151,200 to $189,000 CAD / year
Full-time · Remote
…million Canadians and holds over $155 billion in assets under administration. The company was founded in 2014 by a team of financial experts and technology entrepreneurs, and is…
Added 14 mins ago
Talent Acquisition Supervisor- EN
IAMGOLD Corporation
Gogama, ON
Full-time
…onboarding, employment branding, and talent acquisition policy administration. The Talent Acquisition Supervisor leads and develops recruitment processes and practices that enable the…
Added 15 mins ago
Sales Operations Analyst
EarthDaily Analytics
Vancouver, BC
$55,000 to $80,000 CAD / year
Full-time
…mission is to build the world’s most advanced change detection system to capture, analyze, and interpret global shifts in near…
Added 44 mins ago
Branch Operations Assistant
RBC Dominion Securities
Vaughan, ON
Full-time
Account opening approvals, this includes reviewing documentation and scanning forms into the documentation workflow system, pulling documentation for branch staff as needed
Added 44 mins ago
Smart 3D Administration and Support Specialist
AtkinsRéalis
Mississauga, ON
Full-time
…the following: User support, Project support, SP3D project administration including but not limited to maintenance, customization, integration with other software, software…
Added 44 mins ago
Smart 3D Administration and Support Specialist
AtkinsRéalis
Mississauga, ON
Full-time
…the following: User support, Project support, SP3D project administration including but not limited to maintenance, customization, integration with other software, software…
Added 44 mins ago
Senior Treasury Analyst
Randstad Canada
Toronto, ON · Etobicoke, ON
$85,000 to $95,000 CAD / year
Full-time
Are you an analytical CPA-designated treasury professional who excels at cash flow forecasting, debt administration, and streamlining complex financial schedules?
Added 59 mins ago
Bilingual Document Specialist
Sun Life Québec
Montreal, QC
Full-time
Join our Group Benefits Administration team as a Bilingual Document Specialist where you'll play a critical role in delivering exceptional customer experience through precise document…
Added 59 mins ago
Bilingual Document Specialist
Sun Life Québec
Quebec, QC
Full-time
Join our Group Benefits Administration team as a Bilingual Document Specialist where you'll play a critical role in delivering exceptional customer experience through precise document…
Added 1 hour ago
Pension Administration Quality Assurance Analyst
Aon
Toronto, ON
Full-time
Are you an actuarial analyst in pension plan administration who also has strong analytical and computer skills? Do you enjoy testing the tools beyond the typical cases, to look at the most…
Added 1 hour ago
Pension Administration Quality Assurance Analyst
Aon
Montreal, QC
Full-time
Are you an actuarial analyst in pension plan administration who also has strong analytical and computer skills? Do you enjoy testing the tools beyond the typical cases, to look at the most…
Added 1 hour ago
Associate, Defined Benefit Pension Administration
Aon
Toronto, ON
Full-time
Are you looking for an opportunity to join a global leader in Pension Administration? Are you a hardworking, motivated, diligent and career-minded individual? This could be the opportunity…
Added 1 hour ago
Instructor, Information Technology
Olds College of Agriculture & Technology
Olds, AB
Full-time
Learn and apply technology to enhance teaching and the educational experience when appropriate (for example, learning management system platforms, Google Suite, etc.)
Added 1 hour ago
Senior Associate - Defined Benefit, Pension Administration
Aon
Toronto, ON
Full-time
We are in search of a hardworking, motivated, diligent, and career-minded individual to join our Pension Administration team.
Added 1 hour ago
Associate - Defined Benefit Pension Administration
Aon
Montreal, QC
Full-time
Are you looking for an opportunity to join a global leader in Pension Administration? Are you a hardworking, motivated, diligent and career-minded individual? This could be the opportunity…
Added 1 hour ago
Senior Risk Consultant (Cyber & ERM)
Aon
Toronto, ON
Full-time
…cyber security capability and information security management system reviews, threat and vulnerability reviews, risk assessments (identify, assess, prioritize, respond, monitor, report),…
Added 1 hour ago
Security Badging Administrator
Allied Universal
Toronto, ON · North York, ON
Full-time
Reporting to the Security Manager, the Security Badging Administrator is responsible for the day-to-day administration of employee, contractor, visitor, and other non-employee access…
Added 1 hour ago
Senior Risk Consultant (Cyber & ERM)
Aon
Calgary, AB
Full-time
…cyber security capability and information security management system reviews, threat and vulnerability reviews, risk assessments (identify, assess, prioritize, respond, monitor, report),…
Added 1 hour ago
Senior Risk Consultant (Cyber & ERM)
Aon
Vancouver, BC
Full-time
…cyber security capability and information security management system reviews, threat and vulnerability reviews, risk assessments (identify, assess, prioritize, respond, monitor, report),…
Added 1 hour ago
Actuarial Configuration Specialist - Pension Administration
Aon
Montreal, QC
Full-time
Aon is looking for a Configuration Specialist for our implementation team within pension administration. The team works closely with internal teams to implement and support solutions for…
Added 1 hour ago
Senior Associate, Pension Administration
Aon
Montreal, QC
Full-time
We are seeking a hardworking, motivated, diligent and career-minded individual to join our Pension Administration team.
Added 1 hour ago
Associate, Defined Benefit Pension Administration
Aon
Vancouver, BC
Full-time
Are you looking for an opportunity to join a global leader in Pension Administration? Are you a hardworking, motivated, diligent and career-minded individual? This could be the opportunity…
Added 1 hour ago
Senior Associate - Defined Benefit, Pension Administration
Aon
Vancouver, BC
Full-time
We are in search of a hardworking, motivated, diligent, and career-minded individual to join our Pension Administration team.
Added 1 hour ago
HRIS Data Management Analyst
York Hills Centre for Children Youth and Families
Aurora, ON
$68,080 to $74,000 CAD / year
Part-time
…they will produce reports, manage data input and output in the system, provide staff training and have responsibility for tracking the change activity for the employee base within the ADP…
Added 1 hour ago
Safety Codes Clerk
Regional Municipality of Wood Buffalo
Fort McMurray, AB
Under general supervision, the Safety Codes Clerk is responsible for the administration and processing of safety codes documentation and dispatch inspection requests in accordance with the…

Staples Canada

Bilingual Technical Support Team Lead

Richmond Hill, ON, Canada

Pay: $64,300 to $80,350 USD / year
Job type: Full-time
Apply by: Nov 1, 2026
Experience: 2-3 years of leadership/supervisory experience and in a technical field
Posting language: English
Posted: Oct 2, 2026

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Original job description

Job Description

Some of what you will do:

As the Technical Support Team Lead, you will be responsible for the supervision and development of a team of Technical Support Agents, providing quality support to our internal customers. You will inspire the team to deliver exceptional service to our internal customers through feedback, coaching and performance management. You will lead your team of direct reports, engaging in performance management, talent development, recruitment, and training. As a lead, you will support our high standards for customer experience by leading the daily operations of the Tech Support Operations team, acting as an impartial resource for service escalations and partnering with various cross functional teams to deliver a seamless customer experience. Be willing to work weekends, evenings, and available for after-hours support in the event of an outage.

Specifically, You Will

Create and manage shift schedules to ensure adequate coverage for support services.
Create, modify, and maintain knowledge articles to minimize recurring technical issues and improve first-call resolution.
Ensure high customer satisfaction by managing response times, average wait time, ageing tickets, and quality of support services.
Oversee and manage all IT incidents, ensuring proper prioritization and timely resolution.
Generate and update reports on support team performance and review them with Sr. Manager.
Responsible for developing and maintaining a high-performance work team that delivers remarkable service.
Evaluate and recommend tools or technologies to enhance support efficiency and effectiveness.
Manage inventory levels and disruptions with vendors and notify Sr. Manager if service impact is anticipated.
Provide a positive experience by leveraging strong and professional communication skills, thoroughly understanding the problem, and systematically and efficiently diagnosing and resolving the problem using approved processes.
Support frontline operations as required, including but not limited to call queue, handling/creating technical support tickets, triaging inbound contacts across multiple service paths, etc.
Attend product knowledge sessions, and transfer knowledge to L1 & L2 (knowledge articles, one-on-one training, or team training sessions) as appropriate.
Keep current on customer issues and technical escalations, refer recurring or high-risk situations to the Sr. Manager with proposed resolution and partner to resolve.
Support chain wide outages by assisting with verification, sending communication, and or aligning L1 resources to support recovery plans.
Investigate ageing incidents and escalations and work with cross-functional teams to resolve. Refer recurring or high-priority incidents to the Sr. Manager with the proposed resolution and partner to resolve them.

Some Of What You Need

2-3 years of leadership/supervisory experience and in a technical field
4-5 years in a customer service environment
Degree, diploma or certificate in a technical field an asset.
Proficiency in French language is required.
Information technology hardware, software, and related systems in an enterprise environment.
Help Desk/Call Center operations and administration.
Strong technical background ability to navigate various systems and tools.
System utilities, features, installation, maintenance procedures and diagnostic techniques
Demonstrate interpersonal and communication skills in working with users to interpret and provide appropriate solutions.
Strong communication and customer service skills.
Ability to de-escalate customer concerns by leveraging empathy, logic and superior soft skills.

Physical Demands/working Conditions

Office environment – Hybrid, with 4 days onsite in Richmond Hill, subject to the hybrid policy.

Some of what you will get:

Associate discount
Health and Dental benefits
RRSP/DPSP
Performance bonuses
Learning & Development programs
And more...

#MakeAnImpact

About Us

We value transparency in our hiring processes. Please note, artificial intelligence may be used in certain stages to screen, assess, or select applicants, however, a human reviewer makes all final decisions. This posting is for an existing vacancy.

About The Team

About the Team

At Staples Canada we are dynamic, inspiring partners to our customers and the communities in which we live. As The Working and Learning Company, we inspire people to work smarter, learn more and grow every day. We’re looking for curious, approachable, and passionate individuals who love finding solutions. If that’s you, let’s work, learn, and grow together.

We are building an inclusive and diverse team

Staples Canada is continuously working towards creating an inclusive and diverse work environment. We welcome, value and thrive on perspectives and contributions from backgrounds that vary by race, gender, sexual orientation, gender identity or expression, lifestyle, age, educational background, national origin, religion or physical ability. If you have a disability or special need that requires accommodation, please let us know.

Apply About employer

More about this job

Responsibilities

Lead and develop a team of technical support agents, overseeing schedules, performance, training, and daily support operations. Manage incidents and escalations, improve service quality and knowledge resources, coordinate outage response, and collaborate with cross-functional teams.

Requirements

Requires 2–3 years of leadership or supervisory experience in a technical field and 4–5 years in customer service. Candidates need French proficiency, a strong technical background in enterprise IT systems, and experience with help desk or call center operations; a technical degree, diploma, or certificate is an asset.

Skills

Technical Support
Team Leadership
Performance Management
Coaching
Talent Development
Help Desk Operations
Call Center Operations
Incident Management
Ticket Triage
Technical Troubleshooting
Knowledge Management
Customer Service
French Language Proficiency
Cross-Functional Collaboration
Reporting And Performance Analysis
De-Escalation

Benefits

Associate Discount
Health And Dental Benefits
RRSP/DPSP
Performance Bonuses
Learning And Development Programs

Visa sponsorship

Not detected in the job text

Keywords

Technical Support
Help Desk
Call Center Operations
Enterprise IT
Hardware
Software
System Utilities
Installation
Maintenance
Diagnostic Techniques
Incident Management
Ticket Management
Ticket Triage
Knowledge Articles
First-Call Resolution
Shift Scheduling
Performance Management
Talent Development
Recruitment
Training
Service Escalations
Outage Response
Customer Satisfaction
French
Vendor Management
Cross-Functional Collaboration

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