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Added 1 hour ago
C
Sr NetIQ Engineer (NetIQ OpenText)
CIBC
Toronto, ON · ON
- Full-time
NetIQ Open Text Identity Manager engineering and operations - Support, maintain, and enhance IDM applications, integrations, and driver-based services across the environment. Perform…
Added 1 hour ago
Product Line Manager - Geomembrane & Specialty Market
Intertape Polymer Group (IPG)
NB · Truro, NS · NS · ON · PE
Title: Product Manager - AgGeo & Specialty market
Added 3 hours ago
UO
Manager, Partnerships & Engagement
University of Calgary
Calgary, AB
- Full-time
Reporting to the Manager, Operations and Impact, the incumbent leads the strategic development and management of external partnerships with a focus on community & industry partnerships for…
Added 4 hours ago
CC
Supporter Engagement Specialist
Canadian Cancer Society
Montreal, QC · Quebec, QC
- Full-time
Supports the Sr. Manager, and/or Manager, and the rest of their Supporter Engagement Team in the development of, donor and participant fundraising programs, including Run for The Cure,…
Added 4 hours ago
BR
Sr. Marketing Manager (18 month contract)
Brookfield Residential
Calgary, AB
- Full-time
The Sr. Marketing Manager is responsible for developing and executing the Alberta Homes annual marketing strategy and budget, leading integrated campaigns and initiatives that drive lead…
Added 5 hours ago
AD
Diagnostic Sales Manager (Ottawa, ON)
Antech Diagnostics
Ottawa, ON
- Full-time
The Diagnostic Sales Manager (“DSM”) will manage their territory market share, book of business, and growth goals by promoting, selling, and supporting Antech Reference Lab services,…
Added 7 hours ago
TT
Coordinator, Events
The Toronto Region Board of Trade
Toronto, ON
- Contract
…reflect that progress. Regular development check-ins with your manager keep your path clear and your momentum…
Added 7 hours ago
Sr Operations Supervisor
DHL Express (Canada), Ltd.
Mount Hope, ON
Investigates employee complaints/grievances, prepares written replies and liaisons with Employee Relations, Operations Manger, and Sr. Gateway Operations Manager re: final responses.
Added 8 hours ago
SO
Sr. Technical Staff
Spirit Omega Inc.
Pickering, ON
- Contract
…cost commitments as established by the Engineering Section Manager and/or Project. The Design Engineer…
Added 8 hours ago
Sr. Product & Design Operations Manager
PagerDuty
Toronto, ON
PagerDuty is seeking an AI-Forward Sr. Product & Design Operations Manager to join our diverse, customer-focused team! As Product & Design Operations Manager, you will be a strategic…
Added 9 hours ago
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Product Marketing Specialist (FlexSim & Fusion Ops)
Autodesk
Montreal, QC
- Full-time
The Product Marketing Specialist, part of Autodesk Operations Solutions, will help define product positioning, naming, messaging, and audience insights for FlexSim and Fusion Operations,…
Added 9 hours ago
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Sr Manager, Compensation - Technology & Operations
BMO
Toronto, ON
- Full-time
Added 9 hours ago
FT Gaming Bartender-GCT
Great Canadian Entertainment
Toronto, ON
Reporting to the Sr. Manager & Manager, Food & Beverage or their designate, the Service Bartender plays a key role in supporting the Restaurant Dining Rooms and Bar operations by…
Added 9 hours ago
EL
Sales Manager
Ecom Logistics
Toronto, ON · Greater Toronto Area, Canada
- Full-time
…serving D2C brands and B2B shippers across North America. Our operations span two integrated companies: Ecom Fulfilment Inc. and Ecom Freight Inc., giving clients end-to-end visibility from…
Added 9 hours ago
ID
Sr. Manager, Business Operations
Identity Digital Inc.
Toronto, ON
- $120,000 to $150,000 CAD / year
- Full-time
The Sr. Manager, Business Operations is responsible for planning resource allocation for the Business Operations department (working with the VP of Product and Engineering) as well as…
Added 10 hours ago
SC
Manager - Asset Protection Operations
Staples Canada
Richmond Hill, ON
- Full-time
The Operations Manager, Asset Protection is accountable for leading the implementation of Asset Protection programs and processes for new and renovated stores and facilities. They will…
Added 10 hours ago
SR
Senior Tax Manager
Swim Recruiting
Vancouver, BC
- Full-time
…Vancouver head office is home to around 40 corporate staff, with operations that span Canada and the U.S. The culture is down-to-earth, friendly, and professional, with little room for big…
Added 10 hours ago
BP
Sr. Marketing Manager (18 month contract)
Brookfield Properties
Calgary, AB
- Full-time
The Sr. Marketing Manager is responsible for developing and executing the Alberta Homes annual marketing strategy and budget, leading integrated campaigns and initiatives that drive lead…
Added 10 hours ago
TR
Events Coordinator
Toronto Region Board of Trade
Toronto, ON
- Contract
…reflect that progress. Regular development check-ins with your manager keep your path clear and your momentum…
Added 10 hours ago
TR
Coordinator, Events
Toronto Region Board of Trade
Toronto, ON
- Contract
…reflect that progress. Regular development check-ins with your manager keep your path clear and your momentum…
Added 10 hours ago
SC
Bilingual Technical Support Team Lead
Staples Canada
Richmond Hill, ON
- $64,300 to $80,350 USD / year
- Full-time
…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…
Added 11 hours ago
PC
Sr. Building Science Technologist
Pinchin Canada
Kelowna, BC
- Full-time
Pinchin is seeking a Senior Project Technologist to join our Building Science and Sustainability team in Kelowna. This role reports to the Operations Manager.
Added 12 hours ago
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Analyste principal(e), Optimisation d'inventaire et transformation numérique / Senior Analyst, Inventory Optimization & Digitalization Enablement
McKesson
Montreal, QC
- Full-time
…fonctionnel de la capacité d’optimisation des stocks au sein des Opérations d’approvisionnement. Le/la titulaire dirige des initiatives complexes d’optimisation et de transformation…
Added 12 hours ago
C
Private Banking Associate Co-op – Winter 2027
CIBC
Toronto, ON
- Full-time
Administrative Support – Assist the Sr. Team Leader, Wealth Client Services or Manager, Private Banking Operations in rolling out special marketing or client events, and ensure the…
Added 13 hours ago
SC
Bilingual Technical Support Team Lead
Staples Canada
Richmond Hill, ON
- Full-time
…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…

Staples Canada

Bilingual Technical Support Team Lead

Richmond Hill, ON, Canada

$64,300 to $80,350 USD / year · Full-time

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Job details

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

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.

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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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