Desktop Support Team Lead

JOIN OUR TEAM 

Our mission is simple: we make journeys easier and more enjoyable for our customers. We want to lift their spirits by delivering little boosts along the way.  We care about our people and our communities, and we look for ways to uplift people first. Wherever your journey’s going, we can help you get there.  

Desktop Support Team Lead

Department: IT

Location: Laval, Quebec

Type: Permanent, Full-time

Do you have exceptional troubleshooting skills? Are you passionate about customer service? Does the IT industry speak to you? If so, look no further, we have the job for you!

THE ROLE 

Reporting to the IT Sr Manager Office Support NA within our IT team, the IT Office Support Team Lead is responsible for frontline operations and ensuring professional, efficient, and improved customer support.

WHAT YOU’LL DO 

Here are just a few ways that you’ll help make journeys better:  

• Manage frontline operations to deliver our promise to clients (SLA, response/resolution time, ticket, calls, attendance, tech assignments, etc.);

• 1st Level complaint management (.cc supervisors);

• Manage Office Support NA escalations;

• Monitor daily reports and flag outstanding items to supervisors;

• Responsible for creating, adjusting, and communicating all schedules;

• Collate employee performance data and keep management up to date;

• Perform coaching with employees;

• Perform employee follow-ups;

• Internship Management;

• Prepare English to French document translations;

• Be an active player on « employee mobilization initiative »;

• Coordinate and participate in employee training, for example, T2 Friday’s;

• Prepare initial training schedule for new hires;

• Prepare, monitor, and report results on all training courses to supervisors;

• Provide reports to help analyze front line ops;

• Perform all related tasks.

WHAT YOU’LL NEED 

We want you to join our team! Here’s what we’re looking for: 

Experience:

• Management experience: minimum 3 years;

• Technical support experience in a Microsoft PC/Windows environment: 5-10 years;

• Experience working in an IT call center or service center: 3-5 years;

• Experience with the following technologies (an asset): Office 365, Microsoft Active Directory, Service Now, Cisco CUCM, Power BI;

Skills:

• Team player;

• Exceptional verbal and written communication skills;

• Excellent customer service skills;

• Ability to build and maintain lasting relationships with clients;

• Good organizational skills and thoroughness in the execution of his tasks;

• Strong analytical and problem-solving skills;

• Ability to work under pressure;

Language skills:

• Mandatory language skills: Bilingual (French and English).

WHY WORK WITH US

Our store and office employment opportunities offer you quick career growth with an international company, plus a dynamic work environment that puts people first. Wherever you are in your journey, we have a place for you.  Here’s some of the exciting perks we offer: 

• Complete benefits packages (medical and dental);
• Possibility of enrolling in a pension plan with employer contributions or a stock purchase plan;
• Employee discounts in stores and with multiple of our partners;
• Paid time off plan including vacation, sick days and personal days;
• Work in a collaborative, dynamic and high performing team;
• Learning opportunities to develop new skills and to evolve professionally in a fast-growing company;         
• Working in hybrid mode – Temporarily due to COVID-19.

INTERESTED?

Send us your resume by email to candidatTI@couche-tard.com with the following position number in the subject line R204168.

Internal candidate? Apply via Workday.

Couche-Tard places great importance on diversity in the workplace and is committed to the principle of employment equity by encouraging applications from designated groups, i.e.: women, Aboriginal people, people with disabilities and visible minorities.

We thank all applicants for their interest in this position; only those selected will be contacted.

Couche-Tard / Circle K valorise la diversité et de l’inclusion et vise à créer un milieu de travail sain, accessible et gratifiant qui met en valeur la contribution unique de nos employés au succès de notre entreprise. En tant qu'employeur qui s'engage à respecter l'équité en matière d'emploi, nous encourageons les candidatures les plus diverses afin de pouvoir nous doter d’un effectif varié et représentatif de nos clients et des communautés que l’on sert. Des accommodements sont disponibles sur demande pour les candidats qui participent à tous les aspects du processus de sélection.