Lead, Application Support

Automotive glass technology is helping transform how we experience the road. At Belron Canada, the home office of Speedy Glass, Lebeau vitres d’auto and Vanfax we take this seriously, which is why we invest tirelessly on developing our people can realize their full potential.

We welcome applications from everyone, and are firmly committed to diversity, equity and inclusion in the workplace, and take pride in ensuring every member of our team feels empowered.

About the Role

We are seeking an Application Support Lead who will play a key role in ensuring the stability, performance, and continuous evolution of the organization's business applications.

As a technical and operational leader, you will serve as the primary liaison between business teams, IT teams, and external partners to ensure effective application support, proactive incident management, and ongoing service improvement.

You will also contribute to the growth and development of the Application Support team by promoting best practices, operational excellence, and a high-quality user experience.

Key Responsibilities

Leadership & Team Development

• Manage, coach, and develop team members through onboarding, performance feedback, and career development support.
• Oversee and coordinate the management of incidents, problems, and service requests.
• Act as the escalation point for major incidents.
• Coordinate resolution activities with relevant stakeholders.

Delivery & Operations

• Lead advanced application support activities across various platforms, including ERP, HRIS, web platforms, Point-of-Sale (POS) systems, integrated applications, and related technologies.
• Maintain operational documentation and the knowledge base to ensure accuracy and accessibility.
• Collaborate with local teams, international teams, and external vendors.
• Participate in the assessment and management of risks related to applications and IT operations.
• Ensure compliance with established Service Level Agreements (SLAs) and performance metrics.
• Prepare and present monthly service quality reports.

Governance & Continuous Improvement

• Actively participate in operational meetings, workshops, and governance committees.
• Define application support standards and best practices, and ensure their adoption across the team.

Qualifications & Experience

• Minimum of 8 years of experience in application support.
• Previous experience managing or coordinating a team.
• Strong knowledge of ITIL processes, including Incident, Problem, Change, and Service Request Management.
• Experience with ServiceNow, Azure DevOps, and Confluence.
• Solid understanding of integrated systems, APIs, application architectures, and databases.
• Strong organizational skills, attention to detail, and ability to manage competing priorities.
• Demonstrated ability to manage critical situations and perform effectively under pressure.
• Customer-focused mindset with a proactive and solution-oriented approach.
• Experience working in a multi-site and/or international environment.
• Strong verbal and written communication skills in both English and French, due to regular interactions with local and international teams.
• Ability to learn quickly and adapt in a fast-paced, evolving environment.

We believe that genuine care can make a real difference in the customer experience, and it begins with making a difference in the careers of our team members.

Belron Canada is an integral part of the Belron International family, a global leader in auto glass repair and replacement, and forward-facing digital camera calibration. Belron Canada alone operates 325+ service centres, 2 distribution centres and 26 warehouses across 10 provinces, and is home to over 1,200 employees.

Our pursuit of excellence commits us to providing sustainable world-class care for our communities and the climate.

If you value your career as we value our employees and our customers, there’s no better time to join Belron Canada and #BringOutYourBest with us!