About the Role HCLTech is seeking a Team Leader - Canada Bilingual (English & Quebec French) to lead and support our ASC operations team. In this role, you will be responsible for managing day-to-day service desk and support operations, ensuring exceptional customer experience, SLA compliance, team performance, and operational excellence. The ideal candidate is a strong people leader with experience in service desk, contact center, technical support, or managed services environments.

You will play a key role in coaching and developing frontline support teams while collaborating with clients and internal stakeholders to drive continuous improvement.

Key Responsibilities - Lead daily operations for bilingual ASC support teams handling voice, back-office, alerts, alarms, ticket fulfillment, and related support activities.

- Monitor and manage team performance against SLAs, productivity targets, quality standards, attendance, schedule adherence, and customer satisfaction metrics.
- Provide real-time guidance, support, and escalation management for L1 and L1.5 support resources.
- Conduct regular coaching sessions, performance reviews, team huddles, and one-on-one meetings to improve service delivery and team effectiveness.
- Review ticket quality and ensure proper documentation, issue categorization, escalation management, and follow-up procedures.
- Collaborate with Quality, Training, L2 teams, client stakeholders, and internal delivery teams to resolve operational challenges and drive process improvements.
- Support workforce planning, shift coverage, leave management, cross-training initiatives, and business continuity activities.
- Track and improve team capability through quality reviews, PKT scores, coaching plans, and refresher training programs.
- Prepare operational reports, management updates, performance summaries, and risk assessments for internal and client stakeholders.
- Identify recurring issues, process inefficiencies, knowledge gaps, and automation opportunities to improve service stability and customer experience.





Required Skills & Qualifications Must-Have Qualifications - Fluency in English and Quebec French (spoken and written).

- 4-6 years of experience in:
- Service Desk
- Contact Center Operations
- Technical Support
- Managed Services
- Operations Support
- 1-2 years of leadership experience as a:
- SME
- Senior Agent
- Experience working in a rotational shift or 24x7 support environment.
- Proven ability to manage:
- SLA performance
- Productivity metrics
- Quality scores
- Coaching and performance improvement plans
- Strong stakeholder management and communication skills. Core Competencies - Team leadership and people management
- Coaching and performance development
- Escalation and incident management
- Root cause analysis and problem-solving
- Operational reporting and data analysis
- Process improvement and continuous improvement initiatives
- Quality assurance and compliance monitoring
- Strong organizational and multitasking abilities Technical & Business Skills - Understanding of ticket lifecycle management and service desk operations.
- Experience with escalation protocols and support governance.
- Proficiency with ticketing systems and operational reporting tools.
- Strong Microsoft Office Suite skills, particularly Excel, PowerPoint, and Outlook.
- Experience preparing dashboards, operational reports, and performance summaries.

Preferred Qualifications - ITIL Foundation certification or equivalent service management experience.

- Experience supporting enterprise clients in managed services environments.
- Previous experience working with bilingual Canadian support teams.
- Exposure to quality management frameworks and workforce management practices. Why Join HCLTech?
- Prospect to lead a high-performing bilingual support team.
- Work with global clients in a fast-paced and collaborative environment.
- Contribute to operational excellence and continuous service improvement initiatives.
- Career growth opportunities within a leading global technology organization.

Location: Canada Shift Model: Rotational / 24x7 Support Environment Experience: 4-6+ years in Support Operations with Leadership Experience

📌 Bilingual Team Leader (Service desk and support operations) (Montreal)
🏢 HCLTech
📍 Montreal