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Added 9 mins ago
AG
Remote- Entry Level Manager
AO Globe Life
Remote, Canada
- Full-time
- Remote
As a Remote Sales Manager, you'll lead a team of dedicated professionals while enjoying the flexibility of working from home.
Added 9 mins ago
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Environmental Coordinator - Permits, License, Agreement and Approvals
Amico
Toronto, ON · North York, ON
- Full-time
…will work closely and under the direction of the Environmental Manager and PLAA Manager and in collaboration with the larger Environment and PLAA teams, Construction Managers and the…
Added 9 mins ago
Inside Sales Representative, Dynamic
Scotiabank
Toronto, ON
Act as a liaison with the Product Manager in order to set up Manager meetings, conferences calls and web casts;
Added 23 mins ago
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PROJECT MANAGER
Design Electronics
Niagara Falls, ON
- Full-time
Reporting to the Director of Operations, the Project Manager (Integrated Technology) will work closely with leadership, multi-disciplinary teams, and sub-contractor trades to manage…
Added 23 mins ago
WI
Assistant Spa Manager - The Wickaninnish Inn
Wickaninnish Inn
Ucluelet, BC
- Full-time
…the success of the Wickaninnish Inn is based on our visionary leadership, the spirit of our people, and the unwavering passion of our teams. Together we deliver the highest service…
Added 23 mins ago
WI
Assistant Restaurant Manager - The Wickaninnish Inn
Wickaninnish Inn
Tofino, BC
- Full-time
…venues complement our commitment to Canadian cuisine under the leadership of the Restaurant Manager and our award-winning wine and spirits program at the Wickaninnish Inn. This valued…
Added 23 mins ago
M
Senior Manager, Organic Growth
Mistplay
Toronto, ON
- $120,000 to $165,000 CAD / year
- Full-time
Mistplay is seeking a strategic and hands-on Senior Manager of Organic Growth to help build and scale the organic acquisition engine for our fast-growing rewarded gaming platform. This…
Added 23 mins ago
WI
Front Office Supervisor - The Wickaninnish Inn
Wickaninnish Inn
Ucluelet, BC
- Full-time
…the success of the Wickaninnish Inn is based on our visionary leadership, the spirit of our people, and the unwavering passion of our teams. Together we deliver the highest service…
Added 23 mins ago
WI
Sommelier - The Wickaninnish Inn
Wickaninnish Inn
Ucluelet, BC
- Full-time
…the success of the Wickaninnish Inn is based on our visionary leadership, the spirit of our people, and the unwavering passion of our teams. Together we deliver the highest service…
Added 23 mins ago
WI
Housekeeping Leader - The Wickaninnish Inn
Wickaninnish Inn
Ucluelet, BC
- Full-time
With the Housekeeping Leadership Team create a positive atmosphere for learning & development for housekeeping team members.
Added 23 mins ago
WI
Spa Manager - The Wickaninnish Inn
Wickaninnish Inn
Ucluelet, BC
- Full-time
…the success of the Wickaninnish Inn is based on our visionary leadership, the spirit of our people, and the unwavering passion of our teams. Together we deliver the highest service…
Added 23 mins ago
K
Assistant Store Manager - Market Mall
Knix
Calgary, AB
- Full-time
As an Assistant Store Manager at Knix, you bring our brand to life through how you lead and connect every day. You have a natural pulse on what our customers want and create a welcoming,…
Added 24 mins ago
C
Human Resources Advisor
Co-op
Winkler, MB
- Full-time
Reporting: Reports to Human Resources Manager
Added 24 mins ago
Management and Sales Trainee
Sherwin-Williams
Winnipeg, MB
During the program, you will collaborate with store management to oversee a million-dollar business, providing leadership and insight into the development and strategy of that store.…
Added 24 mins ago
Assistant Sales Trainee Manager
Sherwin-Williams
Winnipeg, MB
During the program, you will collaborate with store management to oversee a million-dollar business, providing leadership and insight into the development and strategy of that store.…
Added 24 mins ago
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Wealth Planning Consultant, Private Wealth
BMO
Toronto, ON · FCP
- Full-time
…experience, from discovery to financial planning analysis, development of high value financial plans and recommendations, to coaching/assisting with presentations to clients. Creates…
Added 24 mins ago
B
Senior Counsel, Treasury and Payments Solutions
BMO
Toronto, ON · FCP
- Full-time
…customers reach theirs. From in-depth training and coaching, to manager support and network-building opportunities, we’ll help you gain valuable experience, and broaden your…
Added 24 mins ago
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Regional Sales Manager, BMO InvestorLine
BMO
Montreal, QC · HO
- Full-time
Under the direction of the National Sales Manager, the Regional Sales Manager role is responsible for providing strategic leadership of the growth of BMO’s Digital Wealth Business.
Added 24 mins ago
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Manager, Digital Strategy & Insights
BMO
Toronto, ON · BMOPLACE
- Full-time
We are seeking a strategic and data-driven Manager, Digital Strategy & Insights to lead digital transformation initiatives and drive business growth through actionable insights. This role…
Added 24 mins ago
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Financial Planner
BMO
Vaughan, ON
- Full-time
Implements business development strategies to acquire new business (outbound calling campaigns and cultivating branch referrals).
Added 24 mins ago
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MANAGER / SENIOR MANAGER, PORTFOLIO MANAGEMENT
BDC
Moncton, NB · Halifax, NS · ON · Kitchener, ON · Mississauga, ON · Ottawa, ON · Toronto, ON · Vaughan, ON
- Full-time
The Manager / Senior Manager, Portfolio Management contributes to updating the Bank’s loan portfolio by processing service requests and annual reviews required during the life cycle of a…
Added 24 mins ago
B
Assistant Manager, Road Assist Fleet
BCAA
Burnaby, BC
- Full-time
We are currently hiring a Regular Full-Time Assistant Manager for our Road Assist Fleet team!
Added 38 mins ago
M
Manager Engineering
Manulife
Toronto, ON · Waterloo, ON
- Full-time
As a Manager Engineering, you will lead technology teams in delivering secure, reliable, and user-centric solutions that support business objectives. You will translate technical and…
Added 38 mins ago
Assistant Store Manager Winners - Plaza Hawkesbury
The TJX Companies, Inc.
Hawkesbury, ON
Minimum of 2 years of retail leadership experience as an Assistant or Store Manager.
Added 38 mins ago
E
Immigration Operations Advisor
Extendicare
Markham, ON · Extendicare (Canada) Inc (Steeles Ave.)
- Full-time
Reporting to the Senior Manager, Immigration Operations, the Immigration Operations Advisor serves as a strategic workforce planning advisor and subject matter expert in immigration…

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.

Apply About employer

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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