Technical Support Supervisor

Socket.dev; Saint-Eustache; On-site; CAD 85,000 - 110,000; Full time

Benefits offered by this job

Flexible schedule

Group insurance from day 1

Retirement plan with employer contribu

Vacation and personal days

On-site gym

Company-subsidized meals

Social club

Job summary

Bath Fitter is seeking a Technical Support Supervisor to lead the IT helpdesk, ensuring high-quality service and timely assistance for employees. You will coach technicians, drive improvements, and own ServiceDesk Plus operations.

The role requires a 5+ year IT support background with leadership experience, ITIL familiarity, and bilingual communication skills. Based at the Saint-Eustache HQ with a flexible benefits package and strong service culture.

Qualifications

• Bachelor's degree in Computer Science or college diploma in Information Technology with relevant experience.
• 5+ years of experience in technical support or a similar IT environment, including team leadership responsibilities.
• Experience with an ITSM platform, ideally ServiceDesk Plus, and familiarity with ITIL best practices.
• Strong ability to manage priorities, service delivery, escalations, and multiple competing demands in a fast-paced environment.
• Proven leadership, coaching, and relationship-building skills with a strong customer service mindset.
• Excellent bilingual communication skills, both written and verbal.

Responsibilities

• Oversee daily service desk operations and ensure compliance with SLAs.
• Coordinate workload distribution, prioritize requests, and support the resolution of complex incidents.
• Ensure tickets are properly categorized, assigned, documented, and resolved within agreed service levels.
• Lead, coach, and develop the technical support team to foster growth, autonomy, and service excellence.
• Serve as the operational owner of ServiceDesk Plus and continuously enhance workflows, reporting, automation, and support processes.
• Monitor performance metrics, user satisfaction, and service trends to identify opportunities for continuous improvement.
• Support IT asset management activities and maintain visibility over equipment inventories and lifecycle needs.
• Participate in IT projects by representing support requirements and ensuring teams are prepared for successful deployments.

Skills

Team leadership

Customer service mindset

Bilingual communication

Prioritization and multi-tasking

Education

Bachelor's degree in Computer Science

College diploma in Information Technology

Tools

ServiceDesk Plus

Job description

Who are we?

For over 40 years, Bath Fitter has been perfecting its process to meet the needs and provide the best bathtubs for everyone. Our showers and bathtubs are made of shiny acrylic that is easy to clean and can be installed in just one day. Convenient! Every day, the people at Bath Fitter strive to do better; to improve products and customers' lives. Our vision is to be an excellent employer and business partner.

At Bath Fitter, we offer a culture of engagement, a collaborative environment focused on teamwork, autonomy, and innovation. We are a growing organization that prioritizes employees and their quality of life. That’s why we are proud to be certified as a "Best Workplace" and "Canada’s Most Admired Corporate Cultures."

What does this role involve?

As the Technical Support Supervisor, you will lead the day-to-day operations of our IT support function, ensuring employees receive high-quality service and timely assistance. You will oversee support processes, coach a team of technicians, drive continuous improvement initiatives, and play a key role in enhancing the overall user experience across the organization.

Why join the Bath Fitter team?

• Flexible schedule
• Group insurance from day 1
• Retirement plan with employer contributions
• Vacation, personal days, and additional time off during the holidays
• On-site free gym at the St-Eustache Headquarters
• Bistro that will make you want to come to the office (diverse, delicious, and company-subsidized meals)
• Social club
• Many other benefits to discover by joining Bath Fitter!

What is the ideal profile for this position?

• Bachelor's degree in Computer Science or a college diploma in Information Technology combined with relevant experience.
• 5+ years of experience in technical support or a similar IT environment, including team leadership responsibilities.
• Experience with an ITSM platform, ideally ServiceDesk Plus, and familiarity with ITIL best practices.
• Strong ability to manage priorities, service delivery, escalations, and multiple competing demands in a fast-paced environment.
• Proven leadership, coaching, and relationship-building skills with a strong customer service mindset.
• Excellent bilingual communication skills, both written and verbal.

What will your responsibilities be as a Technical Support Supervisor?

• Oversee daily service desk operations and ensure compliance with established service level agreements (SLAs).
• Coordinate workload distribution, prioritize requests, and support the resolution of complex or high-impact incidents.
• Ensure tickets are properly categorized, assigned, documented, and resolved within agreed service levels.
• Lead, coach, and develop the technical support team to foster growth, autonomy, and service excellence.
• Serve as the operational owner of ServiceDesk Plus and continuously enhance workflows, reporting, automation, and support processes.
• Monitor performance metrics, user satisfaction, and service trends to identify opportunities for continuous improvement.
• Support IT asset management activities and maintain visibility over equipment inventories and lifecycle needs.
• Participate in IT projects by representing support requirements and ensuring teams are prepared for successful deployments.

We believe life is too short not to be passionate about what you do every day. First and foremost, we are looking for an authentic individual to help us fulfill our mission.

We look forward to meeting you.

#LI-MG1#Goudreau

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