Team Lead, Technical Analyst

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.

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.

We are seeking a Team Lead, Technical Analyst to join our HSOne 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 management 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‑day activities of a team of Technical Support Analysts providing Tier2 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 a team member, you will embrace open communication and be part of a flexible, high‑performing environment.

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.

• 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.

• 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.

• 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.

• 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.

• Work closely with engineering, product management, and Customer Success teams to resolve complex issues.
• Provide feedback for product improvements based on customer interactions.

• Oversee day‑to‑day project activities across all phases: initiation, planning, execution, monitoring, and closure.
• Ensure deliverables meet quality standards and deadlines.

• Provide regular status updates and transparent reporting.
• Manage expectations…