Technical Support Team Lead

Henry Schein One

(HSOne) is the global leader in dental management, analytics, communication and marketing software. We deliver innovative dental software and services, combined with expert business coaching, to help connect dental technology so it works as one. When technology connects, more data is shared, more tasks are automated, and more work gets done. Most importantly, dental professionals have more time to focus on providing a quality experience for their patients. In fact, one connected practice management system simplifies each step of the patient experience - from first contact and scheduling, to clinical treatment and billing, to ensuring loyalty and recurring care.  

Summary
 

We're looking for a Technical Support Team Lead to lead frontline support operations and develop a team of Technical Support Specialists. This role is accountable for daily team performance, first-level escalations, and consistent delivery against service targets. You'll balance people leadership with hands-on technical and operational support, while partnering with Support Leadership to improve processes, performance, and customer outcomes. 

What You'll Do
 

• Lead and support a team of Technical Support Specialists through coaching, feedback, and performance management

• Set clear expectations and drive consistent achievement of SLAs, queue targets, and quality standards

• Monitor support queues and make real-time decisions on prioritization, scheduling, and workload distribution

• Act as the first-level escalation owner for customer and internal issues, ensuring timely resolution

• Provide hands-on technical support during peak volumes, outages, or high-impact incidents

• Identify performance gaps and implement structured coaching or improvement plans

• Track and review key operational metrics, using insights to improve efficiency and reduce repeat issues

• Support hiring, onboarding, and training to build a skilled, engaged, and resilient team

• Partner with Support Leadership to recommend process improvements, corrective actions, and staffing needs

• Escalate systemic issues, risks, or complex decisions to the Director as needed

What You Have
 

• 5+ years of experience in a client-facing technical support role, preferably in a SaaS or application-support environment

• 3+ years of experience in a team lead, senior support, or people management role

• Post-secondary degree or diploma in a technical field, or equivalent practical experience

• Strong technical troubleshooting skills with experience supporting cloud-based applications or backend systems

• Demonstrated ability to lead, coach, and develop others in a fast-paced, metrics-driven environment

• Proven experience managing queues, SLAs, and operational performance metrics

• Excellent communication skills with the ability to handle escalations professionally and empathetically

• Strong judgment and decision-making skills, particularly in high-pressure or time-sensitive situations

Our Recruiting Process
 

We strive to make our process as simple as possible while still providing opportunities for us to learn about each other. 

1. Intro/screening call with our Recruitment Team

2. Short online behavioral and cognitive assessment via the Predictive Index

3. Virtual Interview with Hiring Manager

4. Onsite panel technical interview

At Henry Schein One, hiring is always human first: every application is personally reviewed, every interview is human-to-human, and we only use AI tools to support listening and accuracy, never to replace real connection. 

Compensation & Benefits
 

The posted range for this position is between $76,250 CAD - $92,563 CAD which is the expected starting base salary range for an employee who is new to the role to fully proficient and experienced in the role. Many factors go into determining employee pay within the posted range including prior experience, training, current skills, certifications & education etc. 

Our benefits also include:
 

• 3% RRSP matching

• Comprehensive health benefits plan, including 100% drug coverage

• 3-week paid vacation, growing up to 5 weeks with tenure

• Unlimited paid flex days

• Paid Birthday off