Job FunctionsLead and manage round-the-clock operationsMonitor and enforce SLAsMentor, coach, and develop shift leads and team membersOversee real-time incident managementCommunicate operational performance and key incidents to senior leadership and stakeholdersCollaborate with functional managers, trainers, and auditors to uphold quality assurance and compliance standardsOwn shift scheduling and workforce managementDrive operational efficiency by optimizing workflows, automating processes, and leveraging analytics
Job RequirementsMinimum 3 years of experience in a team lead or operations supervisory role, preferably in a 24/7 support environmentProven track record of managing teams in a high-SLA, high-volume support operationStrong ability to drive accountability, performance, and process discipline in a time-sensitive environmentExperience in real-time incident management, escalation handling, and crisis resolutionExcellent communication and stakeholder management skills with the ability to influence at all levelsProficiency in ticketing systems, knowledge bases, workforce management, and reporting toolsStrong analytical mindset with the ability to identify trends, optimize processes, and drive data-driven decisions
SkillsProven track record of managing teams in a high-SLA, high-volume support operationStrong ability to drive accountability, performance, and process discipline in a time-sensitive environmentExperience in real-time incident management, escalation handling, and crisis resolutionExcellent communication and stakeholder management skills with the ability to influence at all levelsProficiency in ticketing systems, knowledge bases, workforce management, and reporting toolsStrong analytical mindset with the ability to identify trends, optimize processes, and drive data-driven decisionsAbility to multitask, prioritize, and make quick decisions under pressure in a dynamic settingKnowledge of compliance, security, and industry best practices in support operations
Role Overview:
As a Support Operations Team Lead, you will oversee a 24/7 mission-critical support operation, ensuring tight SLAs are consistently met while maintaining the highest standards of quality and efficiency. You will be responsible for leading, mentoring, and managing shift leads and team members to foster a high-performance culture. Your role will require exceptional problem-solving skills, real-time decision-making, and collaboration with cross-functional stakeholders to drive operational success.
Key Responsibilities:
✅ Lead and manage round-the-clock operations, ensuring shifts are effectively staffed to maintain uninterrupted service.✅ Monitor and enforce SLAs, proactively identifying risks and taking corrective actions to avoid breaches.✅ Mentor, coach, and develop shift leads and team members to drive performance and continuous improvement.✅ Oversee real-time incident management, ensuring timely escalation, resolution, and post-mortem analysis.✅ Communicate operational performance and key incidents to senior leadership and stakeholders.✅ Collaborate with functional managers, trainers, and auditors to uphold quality assurance and compliance standards.✅ Own shift scheduling and workforce management, ensuring adequate coverage across all locations and time zones.✅ Drive operational efficiency by optimizing workflows, automating processes, and leveraging analytics.✅ Participate in business reviews, reporting on key metrics, trends, and improvement initiatives.✅ Ensure adherence to security, compliance, and industry best practices in all support activities and maintain proper documentation.✅ Continuously identify areas for operational improvement and implement best practices to enhance service delivery.
Qualifications:✔ Minimum 3 years of experience in a team lead or operations supervisory role, preferably in a 24/7 support environment.✔ Proven track record of managing teams in a high-SLA, high-volume support operation.✔ Strong ability to drive accountability, performance, and process discipline in a time-sensitive environment.✔ Experience in real-time incident management, escalation handling, and crisis resolution.✔ Excellent communication and stakeholder management skills with the ability to influence at all levels.✔ Proficiency in ticketing systems, knowledge bases, workforce management, and reporting tools.✔ Strong analytical mindset with the ability to identify trends, optimize processes, and drive data-driven decisions.✔ Ability to multitask, prioritize, and make quick decisions under pressure in a dynamic setting.✔ Knowledge of compliance, security, and industry best practices in support operations.
Life at Avidbots
Thrive Here & What We Value1. Agile Methodologies | 2. Front end UI | 3. Object Oriented Programming | 4. Basic skills with Linuxbased operating systems (bash scripting, command line, etc) | 5. Nice to have: Experience with Sisense for Cloud Data Teams (Periscope), Understanding of ROS concepts, localization, and Robotics in general.</s> | Emphasis on collaboration and teamwork | Focus on providing excellent customer service | Encourages continuous learning and professional development | Values work-life balance</s> | Employee-focused organization | Certified Great Place to Work® consecutively for the last 5 years | One of Deloitte's Fast 500 (2021) | Multicultural organization founded by international students | Zero tolerance policy for discrimination or hate against members of any race, religion or sexual orientation | Professional working environment and culture | Commitment to building a diverse workforce</s> | Avidbots is an equal opportunity employer committed to building a diverse workforce. | We encourage individual achievement and recognize the strength of a diverse workforce. | We hold our executives to the same standards as all of our employees, and we believe work should be a safe space for all. | Avidbots has an absolutely zero tolerance policy for discrimination or hate against members of any race, religion or sexual orientation. | We also offer a professional working environment and culture and believe that work / life balance is critical to ensure the happiness/well-being of our people. Upon request, Avidbots will provide reasonable accommodation for applicants with disabilities throughout the recruitment and selection process.</s> | 1. Employeefocused organization | 2. Certified a Great Place to Work® consecutively for the last 5 years | 3. One of Deloitte's Fast 500 (2021)</s> | 2. Certified Great Place to Work® for the last 5 years | 4. Passionate and talented individuals welcome to join our team | 5. Commitment to delivering intelligent and autonomous robotic solutions that not only enhance operational efficiency but also promote a cleaner and healthier world.</s> | As a multicultural organization, we encourage individual achievement and recognize the strength of a diverse workforce. | We offer a professional working environment and culture and believe that work/life balance is critical to ensure the happiness/well-being of our people.</s> | 2. Certified as a Great Place to Work® consecutively for the last 5 years | 5. Avidbots is an equal opportunity employer committed to building a diverse workforce</s> | 3. Deloitte's Fast 500 (2021) | 4. Diverse Canadian Company founded by international students | 5. Zero Tolerance Policy for Discrimination or Hate against members of any race, religion or sexual orientation</s> | 2. Certified as Great Place to Work® for the last 5 years | 4. Hybrid role based out of Kitchener office 12 days per week | 5. Commitment to building a diverse workforce</s> | High-performance culture that fosters continuous improvement and process discipline | Adherence to security, compliance, and industry best practices in all support activities and maintain proper documentation.</s> | 2. Certified Great Place to Work® for 5 years | 4. Commitment to Building a Diverse Workforce | 5. Zero Tolerance Policy for Discrimination or Hate</s> | Dynamic IT Team at Avidbots Corp. | Emphasis on innovation and staying ahead in technology | Collaborative work environment | Opportunities for growth and development | Strong focus on customer satisfaction and success</s> | Avidbots is committed to delivering intelligent and autonomous robotic solutions that not only enhance operational efficiency but also promote a cleaner and healthier world. | Our groundbreaking autonomous cleaning robots, specifically the Neo 2 and Kas, are redefining the cleaning industry by offering state-of-the-art technology, advanced navigation, and data-driven insights to businesses across the globe. | Avidbots is an equal opportunity employer committed to building a diverse workforce. As a multicultural organization, we encourage individual achievement and recognize the strength of a diverse workforce. | We also offer a professional working environment and culture and believe that work / life balance is critical to ensure the happiness/well-being of our people.</s> | 4. Multicultural Organization | Employee-focused organization that has been certified a Great Place to Work® consecutively for the last 5 years | Headquartered in Kitchener, ON, Canada</s> | Headquartered in Kitchener, ON, Canada, we are an employee-focused organization that has been certified a Great Place to Work® and one of Deloitte's Fast 500 (2021). | Avidbots is an equal opportunity employer committed to building a diverse and inclusive workforce. We celebrate the strength of diverse perspectives and believe in fostering a workplace where all employees feel valued and supported. | Discrimination of any kind has no place here—we are dedicated to maintaining a culture of respect, collaboration, and innovation.</s> | Avidbots is committed to building a diverse workforce and holds executives to the same standards as all employees. | The company offers a professional working environment and culture and believes that work/life balance is critical to ensure the happiness/well-being of its people. | Avidbots has an absolutely zero tolerance policy for discrimination or hate against members of any race, religion, or sexual orientation.</s> | Avidbots is committed to building a diverse workforce and holds executives to the same standards as all employees. They believe work should be a safe space for all and have an absolutely zero tolerance policy for discrimination or hate against members of any race, religion or sexual orientation. Avidbots also offers a professional working environment and culture and believes that work / life balance is critical to ensure the happiness/wellbeing of their people.</s> | 12. Avidbots is an equal opportunity employer committed to building a diverse workforce. | 13. Avidbots has an absolutely zero tolerance policy for discrimination or hate against members of any race, religion or sexual orientation. | 14. Avidbots offers a professional working environment and culture and believes that work / life balance is critical to ensure the happiness/wellbeing of our people.</s> | Headquartered in Kitchener, ON, Canada, we are an employee-focused organization that has been certified a Great Place to Work® consecutively for the last 5 years and one of Deloitte's Fast 500 (2021). | Avidbots is proud to be an equal opportunity employer. We are committed to compliance with all fair employment practices and each qualified applicant will receive consideration for employment without regard to race, color, religion, gender, gender identity or expression, sexual orientation, national origin, genetics, disability, age, or veteran status. | By valuing diversity, Avidbots promotes a genuinely inclusive professional atmosphere to offer extraordinary solutions for our clients. Our professionals are highly valued and work in an environment that promotes engagement, safety, healthy living, and superior efficiency.</s> | 11. Avidbots is an equal opportunity employer committed to building a diverse workforce. | 12. Avidbots has an absolutely zero tolerance policy for discrimination or hate against members of any race, religion or sexual orientation. | 13. Avidbots offers a professional working environment and culture and believes that work / life balance is critical to ensure the happiness/wellbeing of our people.</s> | 1. Customercentric approach | 2. Fastmoving and dynamic environment | 3. 100% vertically integrated technology company offering comprehensive service and support to customers on five continents | 4. Headquartered in Kitchener, ON, Canada</s> | 1. Employeefocused organization that has been certified a Great Place to Work® consecutively for the last 5 years | 2. One of Deloitte's Fast 500 (2021) | 3. Commitment to building a diverse workforce | 4. Professional working environment and culture | Committed to delivering intelligent and autonomous robotic solutions that not only enhance operational efficiency but also promote a cleaner and healthier world.</s> | Start-up environment where you will be wearing many hats | Working alongside an experienced team of robotics veterans and programmers to support you along the way | Willingness to help setup testing frameworks, continuous integration and other software development tasks as necessary.</s> | Proactive, entrepreneurial approach to revenue growth</s> | 2. We offer a professional working environment and culture, and believe that work/life balance is critical to ensure the happiness/wellbeing of our people. | 3. Upon request, Avidbots will provide reasonable accommodation for applicants with disabilities throughout the recruitment and selection process.</s> | 2. Certified Great Place to Work® consecutively for the last 5 years | 5. Zero tolerance policy for discrimination or hate against members of any race, religion or sexual orientation.</s>
