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
- Solid 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

Benefits:

- 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.

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