Position overview:

The Technical Support Engineering Operations Team Leader’s main objective is to ensure compliance with all applicable technical KPIs and service-level objectives while maintaining high standards of technical quality, efficiency, and customer impact. The Team Leader provides motivation, coaching, and discipline within the team, while ensuring technical escalations are handled effectively.

The Team Leader carries out supervisory functions for a team of Technical Support Engineers, including managing technical escalations (whenever needed), ensuring compliance with case resolution and satisfaction targets, monitoring schedule adherence, reviewing productivity and technical quality metrics, validating documentation accuracy, supporting payroll submission, and maintaining daily communication with internal and external stakeholders (Client, RTS, internal and external stakeholders).

Key responsibilities:

• Monitor and evaluate technical support tickets (cases), including root cause analysis, troubleshooting accuracy, and resolution quality

• Continuously monitor and evaluate the performance of the assigned Technical Support Engineering team against defined KPIs (Resolution, CSAT, APH, SLA, resolution time, DOW Quality, etc. )

• Ensure adherence to technical quality standards, processes, and best practices required by the account

• Coach and mentor engineers using data-driven feedback and motivational techniques to improve technical proficiency and performance

• Lead and manage technical escalations, ensuring timely resolution and effective communication with stakeholders

• Implement action plans for performance gaps, quality issues, or operational risks

• Ensure accurate documentation of cases, internal notes, and technical knowledge base contributions

• Support onboarding, training, and continuous upskilling of team members on tools, systems, and product changes

Mandatory Requirements:

• Schedule flexibility

• Availability to work on-site

• Possess technical knowledge (required). Ideally, the following:

• Javascript

• HTML

• Mobile Application Development (Android and iOS)

•  API -REST

• JSON

• SQL

• SaaS

• Automations & Integrations

• APPs Marketplace

• SSO

• Platform knowledge (desired) 

Core competencies:

• Giving support

• Focusing on enabling customers’ workflows through technical solutions and workarounds

• Embracing technology

• Managing self-development

• Resolution mindset

Leadership competences: 

• Providing leadership

• Leading change

• Building effective team

• Managing stakeholders

• High sense of urgency and awareness

Functional competencies:

• English - B2 - Required

• Oral and written comprehension

• Appropriate use of language

• Advanced understanding of Google Apps for Work tools (ie: Google Drive, Google Calendar, Gmail)

• Advanced Excel - Desirable

• Functions: SUMIF Joint, average, Count, conditioning formulas (IF, AND, OR)

• Preparation and presentation of advanced graphics

• Pivot Tables

• Search the data value by VLOOKUP

• Format Cells

• Advanced Filters

• Customer Service - Advanced

• Quality Processes - Advanced

• Motivation Theory - Advanced

• Basic Knowledge of Operational Procedures

Qualifications:

• Third year or graduate of System or Industrial Engineering or related career - Desirable    

• Proven experience as a TL (this can be within or outside TELUS Digital) - Desirable

• Proven experience in personnel management - Desirable