Team Lead, Technical Analyst (12-Month Contract)

We are a leading provider of dental technology solutions, and we are committed to developing innovative products and services that help dental professionals deliver the best possible care to their patients.

If you are passionate about dental technology and want to be part of a team that is making a difference, then Henry Schein One is the place for you. We offer a variety of career opportunities, from software development to customer support. We are always looking for talented and motivated individuals to join our team.

Together, we can change the future of dental care.

Here are some of the ways we are changing the future of dental technology :

• We are developing cloud-based practice management software that makes it easier for dental professionals to manage their practices.
• We are developing artificial intelligence-powered tools that help dentists diagnose and treat dental conditions more accurately.
• We are developing teledentistry solutions that make it possible for dentists to provide care to patients in remote areas.
• We are developing virtual reality and augmented reality tools that help dentists train and educate their patients.

We are just getting started. We are committed to changing the future of dental care, and we need your help. Join us and be part of the team that is making a difference.

About Us :

Henry Schein One   is the global leader in dental management, analytics, communication and marketing software. We deliver innovative dental software and services, combined with expert business coaching, to help connect dental technology so it works as one. When technology connects, more data is shared, more tasks are automated, and more work gets done. Most importantly, dental professionals have more time to focus on providing a quality experience for their patients. In fact, one connected practice management system simplifies each step of the patient experience - from first contact and scheduling to clinical treatment and billing, to ensuring loyalty and recurring care.

Henry Schein One Canada has over 20 years of experience developing and supporting software in dental markets in Canada and throughout the world. As part of Henry Schein One, our products support the Canadian Dental Practice Management and Global Academic-Dental markets. Our on-premises products are well established with strong customer loyalty while our cloud product customer base is growing every year.

About the Opportunity

We are seeking a Team Lead, Technical Analyst to join our HSOne’s Dental Academic support team for a 12-month contract. As a frontline leader you will be responsible for the work and performance of a team of direct reports along with project managing support initiatives. This role is an excellent opportunity for an individual who has excelled in a technical customer-facing role or technical project management and is looking to improve their people management skills.

In this role, you will lead the day-to-activities of a team of Technical Support Analysts providing Tier 2 support to our clients, ensuring prompt speed of service and problem resolution. You will also own the project management execution of new support initiatives designed to drive support efficiency and the success of our clients who are utilizing new and updated product features.

This is a highly collaborative role that will work closely with our Product, Engineering, Professional Services, Technical Services, and Customer Success Teams.

At Henry Schein One Canada, you will be part of a culture that embraces ownership, collaboration, and creativity and allows you to impact our company's success directly. As an team member, you will embrace open communication and be part of a flexible, high-performing environment.

Availability

This is a hybrid role, with one day in office, to facilitate brainstorming and team building. Our office is located across from Guildford Mall, in Surrey, BC.

Key Responsibilities

Project Planning & Scope Management

Participate in planning support project objectives, scope, and success criteria.

Execute project plans ensuring timelines and objectives are met.

Align project goals with organizational strategy.

Team Leadership & Management

Lead, coach, and support the daily operations of the technical support team

Hire, onboard, train, and mentor support staff.

Monitor and evaluate team performance, ensuring adherence to SLAs.

Provide coaching and development opportunities to improve skills.

Foster a collaborative, innovative, and learner-focused team culture

Customer Support & Escalation Handling

Act as an escalation point for complex technical and customer service issues.

Ensure timely and effective resolution of customer problems.

Maintain a customer-centric approach and high satisfaction levels.

Operational Oversight

Manage ticket queues and prioritize cases according to SLA guidelines.

Track and analyze support metrics (KPIs) to identify trends and improve processes.

Implement process improvements for efficiency and quality.

Cross-Functional Collaboration

Work closely with engineering, product management, and Customer Success teams to resolve complex issues.

Provide feedback for product improvements based on customer interactions.

Execution & Delivery

Oversee day-to-day project activities across all phases : initiation, planning, execution, monitoring, and closure.

Ensure deliverables meet quality standards and deadlines.

Stakeholder Communication & Reporting

Provide regular status updates and transparent reporting.

Manage expectations and maintain strong client relationships.

Qualifications & Requirements :

5 years’ experience in technical project management or a technical customer-facing role.

Familiarity with application support, databases, and system administration.

Experience in training, onboarding, and mentoring technical staff.

Demonstrated experience coaching peers or direct reports and leading by example.

Successfully planned and executed 5 project plans : Developed timelines, allocated resources, and managed risks.

Our Recruiting Process

We try to make our process as simple as possible while still giving us opportunities to learn about each other.

Intro / screening call with Talent team

Short online behavioural and cognitive assessment

Virtual interview with Hiring Manager

Onsite Panel Interview with hiring team including a short presentation.

Compensation & Benefits

The posted range for this position is between $76,000 - $92,500 CAD which is the expected starting base salary range for an employee who is new to the role to fully proficient and experienced in the role. Many factors go into determining employee pay within the posted range including prior experience, training, current skills, certifications & education etc.

Our benefits also include :

Comprehensive health benefits plan, including 100% drug coverage

3-weeks paid vacation

Unlimited paid flex days

Paid birthday off