Onsite Technical Support Team Lead – Data-Driven Leader

GardaWorld; Edmonton; On-site; CAD 85,000 - 110,000; Full time

Job summary

GardaWorld Edmonton is seeking a Technical Support Team Lead to guide an on-site team delivering frontline technical support for customers and partners. The role involves setting objectives, coaching agents, and driving performance improvements while maintaining excellent service.

You will oversee ticket prioritization, scheduling coverage, and data-driven decisions. A bachelor’s degree or equivalent and at least 2 years of supervisory experience in a technical environment are required.

Qualifications

• Bachelor's degree or equivalent work history required.
• Minimum 2 years of technical supervisory/leadership experience.
• Excellent verbal and written communication skills.
• Experience in managing KPIs and workforce management.
• Ability to articulate and provide clear guidance.
• Ability to work with a multi-generational, multi-skill team.
• Sales experience is a plus.
• Experience handling customer escalations.

Responsibilities

• Oversee a dynamic team of support agents and prioritize tickets.
• Provide guidance to create accountability and ongoing learning.
• Lead performance management and establish team objectives.
• Manage scheduling, coverage, and time-off requests.
• Address escalated customer issues with timely solutions.
• Present reports on technical support metrics to management.
• Drive data-driven decisions to improve performance and customer outcomes.
• Support process improvements during growth.

Skills

Leadership experience

Verbal & written communication

KPI management

Team management

Escalation handling

Sales experience

Business acumen

Multigenerational team

People leadership

Education

Bachelor's degree or equivalent

Job description

GardaWorld Edmonton is seeking a Technical Support Team Lead to guide an on-site team delivering frontline technical support for customers and partners. The role involves setting objectives, coaching agents, and driving performance improvements while maintaining excellent service.

You will oversee ticket prioritization, scheduling coverage, and data-driven decisions. A bachelor’s degree or equivalent and at least 2 years of supervisory experience in a technical environment are required.