Technical Support Team Lead (Internal)
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Job Location:
Monthly Salary:
Posted on:
2 days ago
Vacancies:
1 Vacancy
Job Summary
Enter the Game!
Reporting to the Technical Support Leader the Technical Support Team Lead provides day-to-day supervisory guidance to the 24/7 Store Support team. The Lead oversees shift coordination monitors work queues assists with frontline escalations and supports consistent high-quality service delivery across all shifts. This role ensures smooth daily operations reinforces troubleshooting standards and serves as the first point of escalation for Tier 1 and Tier 2 team members.
The Duties and Responsibilities:
Operational Supervision
- Monitor daily support operations to ensure consistent coverage and timely response to store support requests.
- Maintain staffing schedules coordinate shift adjustments to address absences or unexpected workload changes.
- Monitor ticket queues and communication channels to ensure proper triage and procedural adherence.
- Serve as the first escalation point for Tier 1 and Tier 2 personnel on complex or time-sensitive issues.
- Support frontline troubleshooting during high-volume periods outages or staffing gaps.
- Ensure clear and complete shift handovers by confirming ongoing issues are documented and communicated.
Staff Support & Coaching
- Provide guidance coaching and informal feedback to Technicians during daily operations.
- Reinforce troubleshooting standards documentation expectations and consistent service delivery.
- Assist in onboarding new support team members by demonstrating tools workflows and processes.
- Identify recurring training needs and escalate them to the Technical Support Leader for follow-up.
Quality & Process Consistency
- Monitor ticket documentation for completeness accuracy and adherence to ITSM guidelines.
- Support knowledgebase upkeep by identifying documentation gaps and coordinating updates.
- Assist with small-scale ITSM workflow improvements (e.g. canned responses categorization updates) as directed by the Leader.
- Provide feedback to the Technical Support Leader on recurring issues trends or procedural challenges observed on shift.
The Qualifications:
- Demonstrated experience resolving store-technology or frontline technical support issues.
- Demonstrated strong troubleshooting skills across hardware software networking and store-specific systems.
- Proven ability to coach others support skill development and guide troubleshooting approaches.
- Strong verbal and written communication skills.
- Ability to remain calm organized and effective in a fast-paced 24/7 support environment.
- Experience supervising or mentoring a frontline support team preferred.
- Experience supporting retail entertainment hospitality or distributed multi-site operations preferred.
- Familiarity with ITSM tools remote monitoring and incident management processes preferred.
- Bilingual or multilingual skills are valued across our global operations preferred.
The Perks:
- Competitive Salary
- Benefits package
- Paid time off
- Casual dress
- Employee discount
- On-site parking
About Activate:
Taking entertainment into the future by fusing technology and physical activity together to create live-action gaming experiences Activate is a technology company building interactive gaming facilities with locations across Canada and the US. For more information about Activate please visit check us out on Instagram - @activategames/Facebook @activategames.
Activate is an equal opportunity employer. All qualified applicants will receive consideration for employment. Activate is committed to providing access equal opportunity and reasonable accommodation for individuals with disabilities in employment its services programs and activities. To request reasonable accommodation for a protected characteristic contactwhich is an email monitored for this purpose.
We thank all applicants for their interest however only those candidates selected for interviews will be contacted.
