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Added 1 min ago
Technical Lead
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Added 28 mins ago
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Staples Canada

Bilingual Technical Support Team Lead

Richmond Hill, ON, Canada

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

Apply About employer

Applications open in a new tab.

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.

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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