Job Summary Job Description What is the Opportunity? We are seeking an experienced and skilled TSS Desk Manager to lead our Technical Support Services (TSS) team. The successful candidate will be responsible for coaching and developing a team of 10-17 Technical Support Analysts, managing the day-to-day operations of the TSS desk, ensuring timely and effective resolution of technical issues, and providing exceptional customer service to our clients. The TSS Desk Manager will also be responsible contributing to the development and implementation of processes and procedures to improve the overall efficiency and quality of the TSS function. Evening Shifts 9 pm to 5 am EST Sunday to Thursday, (off Friday and Saturday) What will you do? Manage the TSS desk, ensuring that all technical issues are resolved in a timely and effective manner Coach and support Tech Support Analysts to achieving key KPI’s such as Productivity, Quality Service and Schedule Adherence and follow the performance management process if necessary. Provide leadership and guidance to the TSS team, including mentoring, coaching, and development of team members Develop and implement processes and procedures to improve the efficiency and quality of the TSS function Ensure that all TSS team members are aware of and adhere to established policies, procedures, and service level agreements Collaborate with other teams, such as engineering and operations, to resolve technical issues and improve overall service delivery Analyze and report on TSS metrics, including ticket volume, resolution rates, and customer satisfaction, Develop and maintain relationships with key stakeholders, including clients, vendors, and internal teams Stay up-to-date with industry trends and emerging technologies, and apply this knowledge to improve the TSS function, Ensure that all TSS activities are performed in accordance with established standards, policies, and procedures What do you need to succeed? Must have: 3+ years of experience in a technical support or service delivery role, with at least 1 year of experience in a leadership or management capacity Coaching experience in a high- volume environment where team is striving to achieve KPI’s Excellent communication, interpersonal, and leadership skills Ability to work in a fast-paced environment, with multiple priorities and deadlines Strong analytical and problem-solving skills, with the ability to think critically and outside the box, Ability to deliver effectively through direct management and influence Nice to have: Strong technical knowledge, including experience with IT service management frameworks and technologies Experience with IT service management tools, such as incident management, problem management, and change management What’s in it for you? We thrive on the challenge to be our best, progressive thinking to keep growing, and working together to deliver trusted advice to help our clients thrive and communities prosper. We care about each other, reaching our potential, making a difference to our communities, and achieving success that is mutual. A comprehensive Total Rewards Program including bonuses and flexible benefits, competitive compensation, commissions, and stock where applicable Leaders who support your development through coaching and managing opportunities Ability to make a difference and lasting impact Work in a dynamic, collaborative, progressive, and high-performing team A world-class training program in financial services Opportunities to do challenging work #LI-POST Job Skills Critical Thinking, Customer Support Systems, Group Problem Solving, Installation Support, IT Service Management (ITSM), IT Standards, IT Systems Management, Long Term Planning, Process Management, Time Management Additional Job Details Address: RBC CENTRE, 155 WELLINGTON ST W:TORONTO City: TORONTO Country: Canada Work hours/week: 37.5 Employment Type: Full time Platform: TECHNOLOGY AND OPERATIONS Job Type: Regular Pay Type: Salaried Posted Date: 2025-06-20 Application Deadline: 2025-07-18 Note: Applications will be accepted until 11:59 PM on the day prior to the application deadline date above Inclusion and Equal Opportunity Employment At RBC, we believe an inclusive workplace that has diverse perspectives is core to our continued growth as one of the largest and most successful banks in the world. Maintaining a workplace where our employees feel supported to perform at their best, effectively collaborate, drive innovation, and grow professionally helps to bring our Purpose to life and create value for our clients and communities. RBC strives to deliver this through policies and programs intended to foster a workplace based on respect, belonging and opportunity for all. Join our Talent Community Stay in-the-know about great career opportunities at RBC. Sign up and get customized info on our latest jobs, career tips and Recruitment events that matter to you. Expand your limits and create a new future together at RBC. Find out how we use our passion and drive to enhance the well-being of our clients and communities at jobs.rbc.com. Royal Bank of Canada is a global financial institution with a purpose-driven, principles-led approach to delivering leading performance. Our success comes from the 84,000+ employees who bring our vision, values and strategy to life so we can help our clients thrive and communities prosper. As Canada’s biggest bank, and one of the largest in the world based on market capitalization, we have a diversified business model with a focus on innovation and providing exceptional experiences to more than 16 million clients in Canada, the U.S. and 34 other countries. Learn more at rbc.com.? We are proud to support a broad range of community initiatives through donations, community investments and employee volunteer activities. See how at rbc.com/community-social-impact.
