DSS Site Lead

Job Description

Must Have Technical/Functional Skills

The Site Lead is a critical working leader role responsible for stable site operations, technician performance, and disciplined execution of standard work in support of production stability, safety, and customer experience.

This role requires a balance of hands on technical leadership, people leadership, and operational discipline. The Site Lead is expected to actively lead the team onsite, not manage remotely.

• Ownership of site day‑to‑day operations and performance.
• Technical leadership and incident oversight.
• Lead onsite L2 and L3 DSS Technicians.
• Training, onboarding, and development of onsite technicians.
• Communication with onsite technicians and onsite leadership.
• Set standards for behaviour and leadership.
• Physically fit to walk through large areas.
• Ability to work after hours and weekends if necessary or required by the customer.
• Knowledge of using Service Now as the ticketing tool.
• SPOC for TMNA Site Manager, act as an IT business partner on site and collaborate with site leadership and other local stakeholders.
• Maintain a friendly relationship with TMNA users and TMNA managers.
• Responsible for managing the DSS team at the site; conduct daily standups.
• Manage day‑to‑day operations in the site.
• Manage work assignment to the DSS site team.
• Manage people tasks including shift schedule, leave management, overtime management, training requirement, etc.
• Assist with onboarding, training and mentoring new L2 employees.
• Take ownership of critical incidents and service failures, coordinate with relevant stakeholders until resolution or service restoration.

First level of escalation contact.

Salary Range: $80,000 - $85,000 per annum.

• Discretionary annual incentive.
• Comprehensive medical coverage: medical & health, dental & vision, disability planning & insurance, pet insurance plans.
• Family support: maternal & parental leaves.
• Insurance options: auto & home insurance, identity theft protection.
• Convenience & professional growth: commuter benefits & certification & training reimbursement.
• Time off: vacation, time off, sick leave & holidays.
• Legal & financial assistance: legal assistance, 401(k) plan, performance bonus, college fund, student loan refinancing.

Degree:
Bachelor of Computer Science.