Technical Support Team Lead (Internal)

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 http://playactivate.com/ or 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, contact [email protected] which is an email monitored for this purpose.

We thank all applicants for their interest, however, only those candidates selected for interviews will be contacted.