Canadian Tire Corporation is seeking a Manager, RSSD to provide day-to-day operational oversight of the Retail Store Service Desk in Toronto, ON.
What you'll do: Provide day-to-day operational oversight of RSSD
Own service desk performance, staffing, ticket flow, queue management, and SLA achievement
Ensure effective management of incident, request, email, voicemail, and chat support channels
Manage after-hours escalation processes and operational coverage requirements
Act as the senior operational escalation point for critical store incidents
Oversee P1/P2 single-store incident management and communications
Coordinate with infrastructure, application, vendor, and support teams to restore service
Monitor key service metrics including SLAs, First Call Resolution, customer experience, backlog, and aging tickets
Review operational trends and establish corrective actions when performance falls below target
Provide regular reporting and performance updates to leadership
Lead contact center agents, supervisors, team leads, analysts, and specialized support functions
Manage hiring, onboarding, scheduling, coaching, performance management, and workforce planning
Ensure training, knowledge management, and quality assurance processes are in place
Build team capability to support evolving store technologies and operational needs
Improve service desk processes, call handling, escalation models, and support workflows
Drive self-service enablement and knowledge base maturity
Support automation, AI, reporting, and operational transformation initiatives
Lead transition planning for new projects and store technology rollouts entering support
Partner with Store Operations, Dealers, Product Teams, Infrastructure Teams, and external vendors
Coordinate communications during major incidents and service disruptions




Represent RSSD in governance forums and operational reviews
What you bring: Bachelor's degree in Business, Information Technology, Computer Science, or a related field
10+ years of progressive leadership experience in retail technology, IT operations, service management, or contact center environments
5+ years leading large operational teams including service desk, call center, incident management, or technology support functions
Proven experience managing business-critical technology platforms and operational support teams in a multi-site retail environment
Strong understanding of ITIL, service management, incident response, problem management, and operational governance
Experience improving contact center performance through workforce management, service level optimization, quality assurance, knowledge management, and process improvement
Demonstrated ability to lead large-scale operational transformations while maintaining service stability
Strong financial and vendor management experience
Excellent executive communication and stakeholder management skills
Experience supporting retail technologies such as POS, self-checkout, store systems, mobility, and dealer-facing applications is an asset
Advantages: Broadband salary range: $79,000 - $131,000
Comprehensive benefits and retirement programs
Performance incentives and continuing education programs
Career growth opportunities and product discounts
$5,000 per year in mental health benefits for eligible employees and families
Canadian Tire Profit Sharing
Triangle Learning Academy access
Bachelor's degree in Business, Information Technology, Computer Science, or a related field. 10+ years of progressive leadership experience in retail technology, IT operations, service management, or contact centre environments. 5+ years leading large operational teams. Strong ITIL knowledge.

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📌 Manager, RSSD (Ontario)
🏢 Canadian Tire
📍 Ontario