Manager, RSSD

Canadian Tire; Toronto; On-site; CAD 79,000 - 131,000; Full time

Benefits offered by this job

Comprehensive benefits

Retirement programs

Performance incentives

Career growth opportunities

Product discounts

Mental health benefits

Profit sharing

Triangle Learning Academy access

Job summary

Canadian Tire Corporation in Toronto, ON is seeking a Manager, RSSD to provide day-to-day operational oversight of the Retail Store Service Desk.

You will lead service desk performance, staffing, incident management, escalation processes, and governance across store technologies. This role requires 10+ years in retail IT operations and strong executive communication skills.

Qualifications

• Bachelor's degree in Business, IT, Computer Science, or related field.
• 10+ years in retail tech, IT operations, service management or contact center environments.
• 5+ years leading large operational teams including service desk, call center, or tech support.

Responsibilities

• Oversee day-to-day RSSD operations in Toronto.
• Own service desk performance, staffing, ticket flow, SLA achievement.
• Manage incident, request, email, voicemail, and chat channels.
• Lead after-hours escalation processes and ensure coverage.
• Act as senior escalation point for critical store incidents.
• Coordinate with infrastructure, vendor, and product teams to restore service.
• Monitor SLAs, First Call Resolution, customer experience, backlog.

Skills

Leadership

ITIL

Service Management

Incident Management

Vendor Management

Executive Communication

Stakeholder Management

Education

Bachelor's degree

Tools

POS/Store systems

Service desk tools

Job description

Canadian Tire Corporation is seeking a Manager, RSSD to provide day-to-day operational oversight of the Retail Store Service Desk in Toronto, ON.

What you'll do:

• Provide day-to-day operational oversight of RSSD
• Own service desk performance, staffing, ticket flow, queue management, and SLA achievement
• Ensure effective management of incident, request, email, voicemail, and chat support channels
• Manage after-hours escalation processes and operational coverage requirements
• Act as the senior operational escalation point for critical store incidents
• Oversee P1/P2 single-store incident management and communications
• Coordinate with infrastructure, application, vendor, and support teams to restore service
• Monitor key service metrics including SLAs, First Call Resolution, customer experience, backlog, and aging tickets
• Review operational trends and establish corrective actions when performance falls below target
• Provide regular reporting and performance updates to leadership
• Lead contact center agents, supervisors, team leads, analysts, and specialized support functions
• Manage hiring, onboarding, scheduling, coaching, performance management, and workforce planning
• Ensure training, knowledge management, and quality assurance processes are in place
• Build team capability to support evolving store technologies and operational needs
• Improve service desk processes, call handling, escalation models, and support workflows
• Drive self-service enablement and knowledge base maturity
• Support automation, AI, reporting, and operational transformation initiatives
• Lead transition planning for new projects and store technology rollouts entering support
• Partner with Store Operations, Dealers, Product Teams, Infrastructure Teams, and external vendors
• Coordinate communications during major incidents and service disruptions
• Represent RSSD in governance forums and operational reviews

What you bring:

• Bachelor's degree in Business, Information Technology, Computer Science, or a related field
• 10+ years of progressive leadership experience in retail technology, IT operations, service management, or contact center environments
• 5+ years leading large operational teams including service desk, call center, incident management, or technology support functions
• Proven experience managing business-critical technology platforms and operational support teams in a multi-site retail environment
• Strong understanding of ITIL, service management, incident response, problem management, and operational governance
• Experience improving contact center performance through workforce management, service level optimization, quality assurance, knowledge management, and process improvement
• Demonstrated ability to lead large-scale operational transformations while maintaining service stability
• Strong financial and vendor management experience
• Excellent executive communication and stakeholder management skills
• Experience supporting retail technologies such as POS, self-checkout, store systems, mobility, and dealer-facing applications is an asset

Benefits:

• Broadband salary range: $79,000 - $131,000
• Comprehensive benefits and retirement programs
• Performance incentives and continuing education programs
• Career growth opportunities and product discounts
• $5,000 per year in mental health benefits for eligible employees and families
• Canadian Tire Profit Sharing
• Triangle Learning Academy access

Bachelor's degree in Business, Information Technology, Computer Science, or a related field. 10+ years of progressive leadership experience in retail technology, IT operations, service management, or contact centre environments. 5+ years leading large operational teams. Strong ITIL knowledge.