Support Services Supervisor

DIABSOLUT INC.; Greater Sudbury; Hybrid; CAD 73,000 - 76,000; Full time

Benefits offered by this job

Competitive salary

Comprehensive benefits

Pension plan

Emergency days

Inclusive culture

Hybrid work model

Job summary

Ontario One Call in Sudbury is seeking a Support Services Supervisor to lead a team of Specialists, ensuring QA, coaching, and performance development for ongoing success.

Located at our Sudbury office with a hybrid model, you will manage escalations, data analysis, and cross‑department collaboration to deliver efficient excavator support and stakeholder satisfaction.

Qualifications

• Min 3 years’ successful experience in a similar leadership position with equivalent responsibilities.
• Completion of post-secondary diploma or degree program in Business Admin. or Management preferred.

Responsibilities

• Manage a team of Support Services Specialists including QA tasks and KPI measurement.
• Provide training and support to ensure professional development and project completion.
• Prepare performance evaluations and participate in performance development processes.
• Act as primary after-hours escalation for Support Services tasks and issues.
• Mentor team members to grow skills and advance their careers.
• Investigate escalated issues and generate timely, effective solutions for users and staff.
• Collaborate with other departments to resolve stakeholder difficulties efficiently.
• Regularly report activities to the Manager and contribute to platform improvements.

Skills

Leadership

Mentoring

Problem solving

Communication

Team management

MS Office

Education

Post-secondary diploma or degree in Business Admin. or Management

Tools

MS Office

CRM

SharePoint

Job description

Ontario One Call (OOC) is a Public Safety Administrative Authority; protecting Ontario by enabling safe digging. At OOC, public safety is at the heart of everything we do.

Since 2012, in Ontario, it's the law that any party planning to dig must contact OOC before they dig. OOC connects people planning to dig with the owners of underground pipes, cables, and other infrastructure to help prevent costly damages, service disruptions, and safety hazards. We also regulate an efficient locate system, foster industry wide collaboration, and promote safe, timely excavation across Ontario.

OOC is governed by a diverse Board of Directors, with experienced leaders representing underground infrastructure owners, excavators, ministry appointees and others dedicated to protecting Ontarians. Together, we work to shape a safer Ontario through collaboration, regulation, and education.

Safe Excavation starts with us.

Why Join Us?

Ontario One Call offers dynamic career opportunities in various areas such as operational services, compliance, regulatory affairs, communications, education, IT, finance and HR. When you join our team, you become an integral part of our mission-driven organization, dedicated to making Ontario safer, one dig at a time.

Core Values:

Caring…We invest in the success and safety for our team, communities and the environment.

Integrity...We are dedicated, honourable and honest.

Collaborative...We foster partnerships and work together to build a safer Ontario.

Inclusive...We are a leader in inclusivity and cultivate a foundation of respect and support within our industry.

Innovative...We strive for excellence with a willingness to learn, adapt and innovate.

Do you have what it takes to join our team?

Position Overview:

The Support Services Supervisor will lead a group of energetic staff in a supportive and enthusiastic environment; the individual will demonstrate empathy, flexibility, a willingness to learn, and the ability to develop long-lasting and positive working relationships. They will also provide the support needed for the team members to grow as individuals and as a team.

The Support Services Team is the first point of contact for excavators looking to dig in Ontario. This role leads individuals who are responsible for ensuring a smooth and concise handling of excavator needs that are met in a timely and efficient manner, managing the use of multiple systems to troubleshoot various scenarios, offer solutions with safety and best practices in mind, foster positive relationships with stakeholders, and properly manage escalations. Ontario One Call will train the successful candidate in all aspects of the role, and will provide guidance that will lead to a positive working experience.

Reporting directly to the Manager, Operational Support Services they are located in our Sudbury office with the opportunity to work a hybrid model of splitting their time between work and the office as per company policy.

Primary Responsibilities:

• Manage a team of Support Services Specialists which includes performing QA tasks and measuring the team’s KPIs.
• Guide the team in carrying out processes with accuracy and seeing projects and objectives through to completion, provide training and support to ensure their continued professional development.
• Prepare performance evaluations and activities related to the performance development process
• Reviewing daily audits, as required, ensuring issues and errors are identified and corrected.
• Act as the primary escalation for after-hours issues regarding Support Services tasks.
• Be a mentor to the team members and help them build on the skills to progress within their roles and their career.
• Assist in maintaining the Support Services section of the team SharePoint.
• Investigate escalated issues or requests, troubleshooting problems and generating solutions for users and internal staff.
• Engaging with other internal departments as required to ensure potential user difficulties are resolved in an efficient and professional manner.
• Problem resolution regarding escalations from Support Services including, but not limited to: Excavator feedback, Troubleshooting, Request Submission
• Gather, audit, record and analyze data to assist with stakeholder concerns, identify issues and offer resources and support to improve the stakeholder experience.
• Problem solve, test and research issues with web portal and internal mapping databases and submit requisitions to have amendments made.
• Effectively utilize several technologies to complete tasks including a CRM, proprietary systems (ex. mapping and ticket management), Outlook, Teams, web chat, Google and GIS maps, Phone and Workforce Management System.
• Provide regular communications and activity reporting to the respective Manager.
• Provide regular feedback to the organization’s leaders related to system functions and processes based on user experience. Take part in the continuous improvement of the platform and our services, as required.
• Proactively review training material and resources, staying well informed about changes to processes and the organization.
• Embrace new technology, processes and skill development opportunities.
• Other duties as may be required

Qualifications:

• Ability to mentor and grow the skillset of the Support Services team.
• Ability to lead a team and communicate individual progress or any issues to the Manager, Operational Services.
• Ability to problem solve and support stakeholders
• Skilled in MS Office applications, tech savvy and able to learn a variety of new applications specific to Ontario One Call.
• Well organized with the ability to accommodate rapid change.
• Energetic and enthusiastic, with a mature, professional attitude.
• Ability to work independently and harmoniously within a small, collaborative team.
• The ability to work under pressure to accommodate workflow variation and retain a sense of humor is vital.
• Able to travel within Ontario by vehicle and plane, on occasion.
• Fluency in written and spoken French is a strong asset
• Knowledge of Ontario One Call and the Ontario Underground Infrastructure Notification System Act, 2012
• Growth Mindset

Education/Experience:

• Min 3 years’ successful experience in a similar leadership position with equivalent responsibilities.
• Completion of post-secondary diploma or degree program in Business Admin. or Management preferred

Rewards:

• Starting salary of $73,000-$76,000/annum dependent on qualifications and experience, with room to grow
• A comprehensive company paid benefit plan through Desjardins Life (at 3 months of service)
• CAAT DBPlus Pension Plan with Contribution Choice and Company Match (at 3 months of service)
• 10 personal emergency days per year
• Highly engaged workforce and excellent workplace culture
• Diverse and inclusive environment
• Collaborative team
• New, clean and bright facility
• Bonus Potential

Imagine a workplace where everyone feels valued and respected. At Ontario One Call, we are committed to making this a reality through our Inclusion, Diversity, Equity & Accessibility (IDEA) initiatives, policy and committee. To achieve this, OOC strives to create a supportive work environment and a culture that welcomes diversity and uniqueness and encourages equitable opportunities for employees. Every individual person deserves respect, dignity and a sense of belonging. We encourage applications from individuals of all backgrounds, including those who may be underrepresented in our industry.

In accordance with the Human Rights Code and the Accessibility for Ontarians with Disabilities Act, Ontario One Call is pleased to offer accommodations for job applicants with disabilities, if you require accommodations, please advise by contacting us.

Application reviews are done by a human. We thank all applicants for their interest; however only those candidates selected for an interview will be contacted.

We are currently recruiting for this open position.

AI is a tool that may be used throughout the interview process for purposes such as data collection, interview recording, and summarization, or similar administrative and analytical activities. AI is not used as the sole basis for any hiring or employment decisions. All hiring decisions are made by human reviewers.