Manager, RSSD – Canadian Tire – Toronto, ON

Canadian Tire Corporation is one of Canada’s most recognized retailers, and they’re looking for a seasoned Manager, RSSD to lead retail technology support operations from their Toronto, Ontario headquarters. This is a senior leadership role at the heart of Canadian Tire’s IT service delivery — responsible for keeping store technology running smoothly across one of Canada’s largest retail networks.

If you’ve spent your career building high-performing service desk and contact centre teams, managing IT operations in complex multi-site environments, and driving meaningful operational transformation, this role puts you at the centre of all of it. You’ll lead a large team, own SLA performance, and represent RSSD across governance forums and executive stakeholder groups.

About the Role: Manager, RSSD

The Manager, RSSD (Retail Store Service Desk) owns the end-to-end operational performance of Canadian Tire’s retail support function. Day to day, that means overseeing incident management, staffing and scheduling, queue management, and multi-channel support across email, voicemail, chat, and phone. You’ll act as the senior escalation point for critical store incidents — including P1/P2 situations — and coordinate across infrastructure, application, and vendor teams to restore service quickly.

Beyond keeping the lights on, this role is squarely focused on continuous improvement. You’ll drive process enhancements, self-service enablement, knowledge base maturity, and support automation and AI-led transformation initiatives. Leading transition planning for new store technology rollouts and building team capability to support evolving retail systems are key pillars of the position. You’ll also partner closely with Store Operations, Dealers, Product Teams, and external vendors — representing RSSD in governance forums and major incident communications.

Benefits and Salary

The broadband salary range for this role is $79,000–$131,000, with final compensation dependent on experience, internal equity, and market conditions. Canadian Tire offers a comprehensive benefits and retirement program, performance incentives, continuing education programs, and career growth opportunities. Employees also receive product discounts, access to the Triangle Learning Academy, Canadian Tire Profit Sharing, and enhanced flex benefits that include $5,000 per year in mental health benefits for eligible employees and their families.

Responsibilities

As Manager, RSSD, you’ll be accountable for the full operational health of the retail service desk — from frontline ticket handling to executive reporting. Your leadership directly impacts the experience of store staff and dealers across Canadian Tire’s retail network, making operational excellence a daily priority.

• Oversee day-to-day RSSD operations including staffing, ticket flow, queue management, and SLA achievement across all support channels
• Manage incident response as the senior escalation point for critical store incidents, including P1/P2 single-store incident management and communications
• Coordinate with infrastructure, application, vendor, and support teams to restore service efficiently during disruptions
• Monitor key service metrics including First Call Resolution, customer experience scores, backlog, aging tickets, and SLA performance
• Lead contact centre agents, supervisors, team leads, analysts, and specialized support functions — managing hiring, onboarding, scheduling, coaching, and workforce planning
• Drive process improvement across call handling, escalation models, self-service enablement, and knowledge base maturity
• Support automation, AI, reporting, and operational transformation initiatives
• Lead transition planning for new projects and store technology rollouts entering support
• Represent RSSD in governance forums, operational reviews, and major incident communications with Store Operations, Dealers, and Product Teams
• Deliver regular performance reporting and operational trend analysis to senior leadership

Requirements / Skills

This is a senior leadership role that calls for deep experience in IT service management and operational leadership in complex, high-volume environments. Canadian Tire is looking for someone who combines technical understanding of retail systems with the ability to lead large teams, influence senior stakeholders, and drive meaningful change.

• Bachelor’s degree in Business, Information Technology, Computer Science, or a related field
• 10+ years of progressive leadership experience in retail technology, IT operations, service management, or contact centre environments
• 5+ years leading large operational teams including service desk, call centre, incident management, or technology support functions
• Strong ITIL knowledge including service management, incident response, problem management, and operational governance
• Proven track record improving contact centre performance through workforce management, quality assurance, and process improvement
• Excellent executive communication and stakeholder management skills with demonstrated ability to influence senior leaders, business partners, and vendors
• Experience with retail technologies such as POS, self-checkout, store systems, mobility, and dealer-facing applications is considered an asset

How to Apply

To apply, visit the official job posting using the link below. Make sure your resume is up to date and tailored to highlight your leadership experience in IT service management before submitting.

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