Support Services Supervisor

Ontario One Call; Northeastern Ontario; Hybrid; CAD 65,000 - 90,000; Full time

Job summary

Ontario One Call in Sudbury is seeking a Support Services Supervisor to lead a team of dedicated specialists in a hybrid work setting. You will mentor staff, manage QA tasks and KPIs, resolve escalations, and partner with internal departments to improve service delivery.

The role emphasizes empathy, learning, and building strong stakeholder relationships while ensuring timely excavator support across Ontario.

Qualifications

• Experience leading a support team.
• Ability to drive process improvements and operational KPIs.
• Strong customer service orientation and stakeholder engagement.
• Experience with data collection and performance reporting.
• Mentorship and staff development experience.

Responsibilities

• Manage a team of Support Services Specialists and QA tasks.
• Guide the team to complete processes with accuracy and meet projects.
• Prepare performance evaluations and participate in the development process.
• Act as the primary escalation for after-hours issues.
• Mentor team members and support career progression.
• Maintain the team's SharePoint and investigate escalated issues.
• Engage with other departments to resolve user difficulties.
• Provide regular reporting to the Manager and contribute to platform improvements.

Skills

People leadership

Empathy and customer focus

Process improvement

Data analysis

Training and development

Tools

CRM systems

SharePoint

Outlook/Teams

GIS maps

Proprietary systems

Job description

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