Support Team Lead (Retail and Corporate)

PSYCHO BUNNY; Montreal; On-site; CAD 50,000 - 90,000; Full time

Job summary

Join a forward-thinking company as a Support Team Lead, where you will guide a dynamic team in delivering exceptional technical support. This role offers the chance to enhance service delivery through innovation and collaboration, ensuring that both corporate and retail locations operate smoothly. With a commitment to diversity and inclusion, this opportunity allows you to make a significant impact while enjoying a range of perks, including wellness days and a generous RRSP plan. If you're ready to set bold standards and thrive in a vibrant environment, apply now!

Benefits

Group RRSP/DPSP Plan with Match

On-site Gym

Subsidized Meals

Six Wellness Days

Birthday Off

Employee Discounts

Qualifications

• 3+ years of experience in IT support, with 2 years in a leadership role.
• Proficient in managing IT Helpdesk teams and complex IT projects.

Responsibilities

• Lead End User Technical Support and IT Helpdesk teams.
• Communicate technical issues and solutions to stakeholders.
• Ensure service quality and manage incident resolution.

Skills

Team Leadership

Technical Support

Communication Skills

IT Project Management

POS Systems Proficiency

Education

Bachelor's Degree in a Relevant Field

Tools

Point of Sale (POS) Systems

Job description

Support Team Lead (Retail and Corporate) - Ville St-Laurent (Office-first)

Ready to hop into something extraordinary? We're Psycho Bunny - the rebelliously refined clothing brand turning heads with our premium quality, vibrant style, and that unmistakable logo. With over 200 points of sales worldwide (and counting!), we're on a mission to redefine bold standards in retail.

The Opportunity

We are seeking a Support Team Lead to join our Customer Experience team. Reporting to the Senior Manager, Customer Experience, this role involves leading a team of outsourced agents as well as a dotted line to IT experts across the company. You will oversee end-user application services and retail technology support for all Psycho Bunny corporate and retail locations.

Your Daily Adventures

• Lead and strategically direct End User Technical Support and IT Helpdesk teams.
• Foster an inclusive and supportive culture to drive results through collaboration and effective management.
• Enhance service delivery by driving innovation, modifying and improving technologies, processes, and perspectives.
• Clearly and concisely communicate complex technical issues, solutions, and recommendations to senior leadership and non-technical stakeholders.
• Ensure services meet or exceed SLAs for quality, availability, and incident management, providing relevant reporting.
• Maintain transparent visibility into ongoing work and projects, fostering effective communication.
• Provide Level 2 end-user support when necessary, including system hygiene, user access, fulfillment, promotion execution, product pricing/colors, and live troubleshooting.
• Collaborate on budgeting and procurement for cost-effective end-user solutions and elastic outsourced capacity.
• Supervise the external Support Team and provide regular feedback on their collaboration.

Your Toolkit

• Minimum three (3) years of related experience, including at least two (2) years in a team lead position.
• Bachelor's degree in a relevant field.
• Proficiency in Point of Sale (POS) systems, encompassing hardware, software, payment solutions, and asset management.
• Demonstrated experience leading and managing IT Support or IT Helpdesk teams.
• Proven ability to manage and successfully deliver complex IT projects.

Why Choose the Psycho Bunny Life?

• A group RRSP/DPSP plan, which includes a very generous match from Psycho Bunny!
• On-site gym and on-site cafeteria / bistro with subsidized meals, including breakfast and lunch.
• Six (6) wellness days and your birthday off, on us!
• Sweet discount on the coolest fits

Ready to Set a Bold Standard?

Apply now to join and show us what makes you uniquely bold!

Diversity & Inclusion

Excited by this opportunity? Psycho Bunny is dedicated to growing our diverse and inclusive workforce, so if your past experience doesn't perfectly match the listed requirements we encourage you to apply anyways - you could be a great fit for this or other positions.

Psycho Bunny is an Equal Employment Opportunity employer committed to building a diverse and equitable workplace, and inclusive environment for all existing and potential employees. Employment decisions are based on candidate qualifications and business need, not race, color, ancestry, place of origin, age, sex (including pregnancy), gender identity or expression, sexual orientation, political belief, religion, creed, marital or family status, medical condition, genetic information, physical or mental disability, military or veteran status, prior criminal conviction or any other protected class in accordance with federal, state or provincial and local laws and ordinances. Accommodations will be provided as requested by candidates taking part in all aspects of the selection process.