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Added 24 mins ago
TP
Franchise Project Manager
Topper's Pizza Franchise Co.
Toronto, ON · Greater Toronto Area, Canada
- Full-time
Reporting to the Director of Development, the Construction Project Manager will oversee multiple construction projects at the same time, working with franchisees, landlords, architects,…
Added 24 mins ago
C5
Finance Operations Manager
Culligan 525SK
Lloydminster, SK
- $45,000 to $65,000 CAD / year
- Full-time
Lead, mentor, and hold Finance Department employees accountable.
Added 54 mins ago
NH
LICENSED PRACTICAL NURSE (LPN), MED SURG
Northern Health - BC
Kitimat, BC
- Full-time
Reporting to the Program Lead or Designate and working in collaboration with the interdisciplinary team, the Licensed Practical Nurse (LPN) is responsible for providing nursing care to an…
Added 54 mins ago
NH
LICENSED PRACTICAL NURSE (LPN), MED SURG
Northern Health - BC
Kitimat, BC
- Full-time
Reporting to the Program Lead or Designate and working in collaboration with the interdisciplinary team, the Licensed Practical Nurse (LPN) is responsible for providing nursing care to an…
Added 54 mins ago
CS
Talent Acquisition Coordinator
Circuit Stream
Calgary, AB
- $55,000 to $65,000 CAD / year
- Full-time
…and excited to help young people discover where theirs might lead, you’ll thrive…
Added 54 mins ago
Q
Manager, Technical Support – Projects & Services (Global)
Qualitrol
Toronto, ON
- Full-time
Lead a distributed network of factory-based and regional technical support personnel
Added 54 mins ago
TC
Continuous Improvement Engineer
TMC Canada
Milton, ON
- Full-time
Continuous Improvement : Lead improvement actions related to quality claims, returns, Lean Ordering, and delivery complexity reduction. Analyze performance gaps and implement sustainable…
Added 1 hour ago
A
HVAC Technician – Level 2
AirRevive
Hamilton, ON
- Full-time
Technicians will rotate into team lead roles, managing on-site tasks, coordinating with other team members, and mentoring junior staff. Effective communication and collaboration are…
Added 1 hour ago
TC
Service Manager / Field Supervisor (Plumbing Operations)
TR Construction Group
Field, BC
- Full-time
…safety, and productivity of our residential plumbing crews. Reporting to the General Manager, this person creates proposal for builder clients’ new construction projects from rough-in to…
Added 1 hour ago
R|
Project Manager, Capture and Optimization of Research Data (CORD) Platform
RI-MUHC | Research Institute of the MUHC | #rimuhc
Montreal, QC
- Full-time
…facilitate data operations across the full study lifecycle. Reporting to the Associate Director (scientific) and the CORE Manager (administrative), the incumbent will support Principal…
Added 1 hour ago
MU
MARINE GEOMATICS SPECIALIST (HYDROGRAPHER)(RTP V)
Memorial University, Newfoundland and Labrador
St. John's, NL
- Full-time
…partners, and technology developers and will contribute to or lead project scoping, proposal and budget development, field execution, data management, technical reporting, and deliverable…
Added 1 hour ago
R|
Clinical Research Coordinator – Endometriosis Research Program
RI-MUHC | Research Institute of the MUHC | #rimuhc
Montreal, QC
- Contract
…treatment and lived experience of people with endometriosis. Reporting to Drs. Andrew Zakhari, Dong Bach Nguyen and Basile Tessier-Cloutier, the clinician-scientists who lead the program,…
Added 1 hour ago
BI
Senior Learning and Development Advisor
Behaviour Interactive
Montreal, QC
- Full-time
…help track success indicators and provide input for impact…
Added 1 hour ago
J
Assistant Production Manager, Canada
Jungbunzlauer
Port Colborne, ON
- Full-time
Uphold safety reporting standards and drive continuous improvements in workplace safety
Added 1 hour ago
J
Team Lead, Xanthan Gu
Jungbunzlauer
Port Colborne, ON
- Full-time
Uphold safety reporting standards and drive continuous improvements in workplace safety
Added 1 hour ago
YO
After School Program Staff - Community Y
YMCA of Greater Halifax/Dartmouth
Dartmouth, NS
- Internship
…increasing immigrant population, safe spaces for youth to grow and lead, helping to navigate a precarious labour market, delivering wellness programming for all, and creating community for…
Added 1 hour ago
KC
Executive Assistant Manager
Kim Cosic Consulting Inc.
Toronto, ON · Greater Toronto Area, Canada
- Full-time
…manage a team of EAs (you must have had had at least 3 EA's reporting to you directly in the past) and carry your own partner portfolio, but you'll also own the function…
Added 1 hour ago
S
Medical Director One Rare
Sanofi
Toronto, ON
- Full-time
Define and lead the Canadian medical affairs strategy for Rare Diseases and Rare Blood Disorders, aligned with global and regional priorities
Added 1 hour ago
S
Transversal Finance Lead
Sanofi
Toronto, ON
- Full-time
The Transversal Finance Lead – Canada is a newly created, future-ready finance leadership position that consolidates and elevates the finance function across Sanofi Canada. This position is…
Added 1 hour ago
S
Patient Experience iCare Exchange Integrations Engineer
Sanofi
Toronto, ON
- Full-time
Drive the design of conceptual data models for analytical reporting and talk-to-data solutions that enable meaningful patient insights.
Added 1 hour ago
SJ
Associate Manager, FP&A and Tax
SC Johnson
Brantford, ON · CAN - Brantford
- Full-time
…and/or Customer portfolios through P&L management, forecasting, reporting, and financial analysis to help drive profitable growth and informed decision-making. The role also leads key local…
Added 1 hour ago
S
IT Business Analyst – Finance
Sanimax
Montreal, QC
- Full-time
Reporting to the Manager of Business Analysis, you will act as a strategic partner to the Finance teams and serve as a key liaison between business users and IT teams. Your expertise will…
Added 1 hour ago
C
Supervisor, Front of House (LBE)
Cineplex
Whitby, ON
- Part-time
…the position of Front of House Supervisor – Playdium Whitby, reporting to the Service Manager. This position will be based at our Playdium Whitby location at 75 Consumer Drive, Whitby,…
Added 2 hours ago
P
Business Development Manager
PROLINK
Toronto, ON
- Full-time
Accurate CRM documentation, timely reporting, disciplined follow up, and effective internal handoffs
Added 2 hours ago
KC
Senior Manager, Talent Attraction - Advisory (Risk Services & Deal Advisory)
KPMG Canada
Joliette, QC
- Full-time
The Advisory team is seeking a Senior Manager, Talent Attraction, to lead talent attraction strategy and delivery for Advisory (Risk Services and Deal Advisory). Reporting to the Director,…

Staples Canada

Bilingual Technical Support Team Lead

Richmond Hill, ON, Canada

Full-time

Apply About employer

Applications open in a new tab.

Job details

Job type: Full-time
Experience: 2-3 years of leadership/supervisory experience and in a technical field
Posting language: English
Posted: Oct 2, 2026

Original 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

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

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

The Technical Support Team Lead is responsible for supervising and developing a team of agents to ensure high-quality service and performance. They will manage daily operations, handle escalations, and maintain technical knowledge resources to support internal customers.

Requirements

Candidates must have 2-3 years of leadership experience in a technical field and 4-5 years of customer service experience. Proficiency in French is required, along with a strong background in IT systems and help desk administration.

Skills

Technical support
Team leadership
Performance management
Coaching
Customer service
Incident management
Knowledge management
Scheduling
French language proficiency
IT hardware
IT software
Help desk operations
Diagnostic techniques
Communication skills
De-escalation
Problem solving

Benefits

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

Visa sponsorship

Not detected in the job text

Keywords

Technical Support
Team Lead
Performance Management
Coaching
Recruitment
Training
Operations Management
Service Escalations
Knowledge Articles
IT Incidents
Reporting
Inventory Management
Call Queue
Diagnostic Techniques
Enterprise Environment
Help Desk
Call Center
System Utilities
Communication Skills
De-escalation
Hybrid
Richmond Hill
Staples Canada

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