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Added 4 months ago
Business Analyst – SAP Plant Maintenance
Wesdome Gold Mines
Toronto, ON
Full-time
The SAP Business Analyst – Plant Maintenance acts as the primary link between Maintenance/Operations teams and SAP technical teams. The role focuses on optimizing maintenance processes…
Added 1 month ago
Sr. IT Analyst - Plant Maintenance & Procurement
Maple Leaf Foods Inc
Mississauga, ON
$77,000 to $112,000 CAD / year
Full-time
IT Senior Analyst in the SAP Procurement and Plant Maintenance areas with a focus on Procurement, Asset Reliability, MRO (Maintenance, Repair and Operations) Inventory Management and. The…
Added 2 months ago
Plant Analyst
Bunge
Nipawin, SK
Full-time
The Plant Analyst supports the local plant management team by ensuring data integrity, maintaining strong operational controls, and providing analysis that supports informed business…
Added 1 month ago
Plant Analyst
Bunge
Nipawin, SK
The Plant Analyst supports the local plant management team by ensuring data integrity, maintaining strong operational controls, and providing analysis that supports informed business…
Added 18 days ago
Laboratory Analyst - Kearl
Bureau Veritas
Fort McMurray, AB
Laboratory Analyst 1 - Oil Sands Laboratory – Kearl Lake
Added 2 days ago
Production Analyst
Sofina Foods Inc
Brampton, ON
Reporting to the Director, Operations, the Production Analyst is accountable to collect reports and monitor production trends and other operational data. Position will support in carrying…
Added 4 days ago
SAP Business Analyst - Enterprise Resource Planning
Capital Regional District
Victoria, BC
…position provides functional and business expertise in the SAP Plant Maintenance (PM) domain, also known as the Enterprise Asset Management (EAM). As a member of a support team responsible…
Added 20 days ago
Production Analyst - 12 month contract
Sofina Foods Inc
Burlington, ON
Reporting to the Director, Operations, the Production Analyst works closely with the Production department to provide administrative and analytical support. The Production Analyst ensures…
Added 1 month ago
Analyste financier
Agropur
Montreal, QC · St-Laurent
Full-time
RegularThe Operations Analyst participates in the production of monthly financial reports and the calculation of the cost price. He supports the Plant Controller in the plant's operations.
Added 1 month ago
Senior Operations Accountant (Cronos Grow Co.)
Cronos Group Inc.
Kingsville, ON
5 years of progressive finance/accounting experience, including 2+ years as a plant controller or cost analyst
Added 1 month ago
Junior Cost Analyst
Garland Commercial Ranges Ltd
Vaughan, ON
$65,000 to $70,000 CAD / year
The Jr. Cost Analyst supports the Finance and Accounting team by analyzing actual costs against standard costs, identifying variances,
Added 1 month ago
Process Analyst
Vale
NL
Full-time
As a Process Analyst, you will be supporting the operations team by assisting in process troubleshooting, collecting and analyzing plant data, carrying out QC checks on the production…
Added 10 days ago
Indigenous Employment Program - Various Positions - Canada
Enbridge
Calgary, AB · Edmonton, AB · Fort McMurray, AB · Fort St. John, BC · Savona, BC · Chatham-Kent, ON · Toronto, ON · Montreal, QC · Regina, SK
Full-time
Pipeline Operations: Electrical and mechanical technicians, plant and system operators, Environment and Safety advisors, pipeline maintenance personnel
Added 26 days ago
Team Lead, SAP Operations
Precision Drilling
Calgary, AB
This role, within the SAP Operations / IT Business Systems team, is accountable for SAP Enterprise Asset Management (Plant Maintenance) and related operational modules. The position leads…
Added 12 hours ago
Senior Financial Analyst, Financial Reporting
Porter Airlines Inc.
Toronto, ON
Full-time
The Senior Financial Analyst, Financial Reporting will be a key member of the finance team, reporting directly to the Manager, Financial Reporting. This role is responsible for supporting…
Added 19 days ago
Analyste fonctionnel SAP SD | SAP SD functional analyst
Pratt & Whitney
Longueuil, QC
Full-time
Added 2 days ago
PFEP System Support
General Motors
Oshawa, ON
Full-time
The PFEP (plan for every part) Analyst maintains and improves the systems, data, reporting, and standard work that support material control and inventory performance at Oshawa Assembly. The…
Added 2 days ago
IT Senior Functional Analyst - ePPDS
Agropur
Longueuil, QC · ON · St-Hubert Campus
Full-time
The IT Senior Functional Analyst - ePPDS is responsible for leading the blueprinting, functional design, system configuration, and deployment of all solutions related to Production Planning…
Added 4 days ago
Digital Control Software Specialist
Metro Vancouver
BC · British Columbia, Canada
Full-time
Wastewater Treatment Plant Operator II - Metro Vancouver
Added 2 days ago
Manufacturing Financial Analyst
ESCO Group LLC
Nisku, AB
Full-time
Make your Impact: The Manufacturing Finance Analyst is a crucial member of plant management team. This role reports to divisional finance directly and dotted line to the Site Managers of…
Added 3 days ago
Wastewater Treatment Plant Operator II
Metro Vancouver
BC · British Columbia, Canada
Full-time
Added 2 days ago
Manager, Financial Planning & Analysis
General Fusion Inc
Richmond, BC
$121,000 to $148,000 CAD / year
…Fusion, designed from the ground up with a commercial power plant in mind. At our labs in Richmond, BC, we're operating Lawson Machine 26 (LM26), our fusion demonstration machine built at a…
Added 12 days ago
Senior Project Engineer (Electrical)
Metro Vancouver
BC · British Columbia, Canada
Full-time
Wastewater Treatment Plant Operator II - Metro Vancouver
Added 2 days ago
Lead End User Support, Mining/Mineral Processing
Blue Moon Metals Inc.
Toronto, ON
Full-time
…Moon Metals' regulatory and OT-adjacent environment across plant and underground mining…
Added 3 days ago
Analyst II, QC Microbiology (18-month Fixed-Term Contract)
Resilience
Mississauga, ON · CAN - ON - Mississauga - Meadowpine Blvd
Full-time
The Analyst II, QC Microbiology reports to the QC Supervisor, supporting QC Microbiology operations. This position requires working in Controlled/Non-Classified and Classified areas. The…

Blue Moon Metals Inc.

Lead End User Support, Mining/Mineral Processing

Toronto, ON, Canada

Job type: Full-time
Apply by: Oct 17, 2026
Experience: 5+ years of experience in IT end user support, service desk, or desktop support roles, with 2+ years in a lead, supervisory, or senior analyst capacity
Posting language: English
Posted: Sep 17, 2026

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Original job description

Toronto, ON

Hybrid: 2-3X in the office per week.

Position Summary

The Lead, End User Support is responsible for building and leading the delivery of IT end user support services across the organization - including corporate offices and global project/site locations - ensuring reliable, secure, and responsive technology experiences for all employees. This is a foundational role: the Lead will stand up Blue Moon Metals' internal end user support function from the ground up, including team structure, staffing, processes, tooling, and service standards for Level 1 through Level 3 support. The role manages a team of support technicians/analysts across corporate and site locations, owns the end-user support function's processes and performance, and serves as an escalation point for complex technical issues. The Lead partners closely with IT leadership to align support operations with broader IT and cybersecurity initiatives, and acts as a champion for user experience, service quality, and continuous improvement across all locations.

Key Responsibilities

Support Function Build-Out & Team Development

Design and stand up the internal end user support function (Level 1 through Level 3), including organizational structure, staffing plan, shift/coverage models, and reporting lines for corporate and global project/site locations
Recruit, hire, onboard, and train a team of end user support technicians/analysts, including local/onsite hires at global project sites
Define roles, responsibilities, and career progression pathways within the support team, fostering a culture of accountability, service excellence, and professional growth
Establish support processes and standards from scratch, including ticket intake, triage, prioritization, and escalation procedures across all locations
Select, implement, or optimize the ticketing/service management platform and supporting tools (e.g., knowledge base, remote support, asset management) to underpin the new function
Develop and maintain support documentation, knowledge base articles, runbooks, and standard operating procedures applicable across corporate and site environments

Team Leadership & Operations

Lead, mentor, and schedule the end user support team, fostering a culture of accountability, service excellence, and continuous improvement
Own and continuously improve the IT service desk function across all locations, including ticket triage, prioritization, and escalation procedures
Define and monitor key support metrics (response times, resolution rates, customer satisfaction, ticket volume trends) by location and function, and drive improvement initiatives
Establish and enforce internal SLAs/KPIs for support delivery across corporate and site locations
Ensure the support team adheres to internal security policies and procedures (e.g., access controls, data handling, identity verification for password resets), given Blue Moon Metals' regulatory and OT-adjacent environment across plant and underground mining sites

End User Support Delivery

Serve as the primary escalation point for complex hardware, software, network, and access issues affecting employees across corporate offices and global project sites
Oversee provisioning, configuration, and lifecycle management of end user devices (laptops, desktops, mobile devices, peripherals) organization-wide
Manage software deployment, patching, and license compliance for endpoints across all locations
Support onboarding/offboarding processes, including account provisioning and equipment setup, in coordination with HR, site leadership, and IT security
Account for the unique constraints of site environments (e.g., connectivity limitations, remote/underground locations, shift patterns) when designing and delivering support, including onsite support coverage at global project sites

Cross-Functional Collaboration

Partner with the Director, IT & Cybersecurity to ensure end user support practices align with security policies, including endpoint protection, access controls, and acceptable use standards
Coordinate with infrastructure, applications, OT/cybersecurity, and site operations teams on incidents, changes, and projects affecting end users at any location
Act as a liaison between end users (corporate and site-based) and other IT functions, translating business needs into actionable support and improvement plans
Support IT projects and rollouts (e.g., system migrations, new application deployments, new site mobilizations, office moves/openings) from an end-user readiness and support perspective
Coordinate with procurement on hardware, software, and tooling purchases needed to support the function (e.g., endpoint devices, ticketing platform, remote support tools)

Process & Continuous Improvement

Identify recurring issues and drive root-cause analysis to reduce repeat incidents
Recommend and implement tooling, automation, or process changes (e.g., self-service portals, ticketing system enhancements) to improve efficiency across corporate and site-based support
Establish and enforce IT asset management practices for company-issued equipment across all locations
Develop IT policies, procedures, and training materials for end users and the support team
Benchmark and mature the support function over time, evolving processes as the team and organization grow

Qualifications

Required

5+ years of experience in IT end user support, service desk, or desktop support roles, with 2+ years in a lead, supervisory, or senior analyst capacity
Demonstrated experience building, standing up, or significantly scaling an internal IT support function or team from the ground up
Experience supporting a distributed or multi-site organization, ideally including remote or industrial site locations
Strong working knowledge of Windows/macOS environments, Microsoft 365, Active Directory/Entra ID, and common enterprise applications
Experience selecting, implementing, or administering ticketing systems (e.g., ServiceNow, Freshservice, Zendesk) and driving SLA/KPI performance across multiple locations
Solid understanding of endpoint security fundamentals (antivirus/EDR, patching, encryption, MFA)
Excellent communication and customer service skills, with the ability to explain technical issues to non-technical stakeholders across diverse locations and roles
Demonstrated ability to recruit, lead, coach, and develop a support team, including remote/distributed team members

Preferred

Experience supporting a publicly traded company or highly regulated industry
Experience in mining, industrial, or resource sector environments, including familiarity with OT/ICS-adjacent support considerations at plant or underground sites
Familiarity with ITIL framework and service management best practices, particularly around multi-site support operations
Experience with Intune/endpoint management, Power Automate, or other IT automation tools
Willingness/ability to travel periodically to global project sites
Relevant certifications (e.g., ITIL Foundation, CompTIA A+/Network+, Microsoft 365 Certified)

Work Environment

Primarily based at a corporate office location, with regular collaboration across global project/mine sites and periodic travel as needed. May require after-hours availability for critical incidents, planned maintenance windows, or escalation issues, potentially across multiple time zones.

Pay Range And Compensation Package

Compensation and benefits details will be discussed during the interview process.

Equal Opportunity Statement

We are committed to diversity and inclusivity in our hiring practices and encourage applications from all qualified individuals. We thank all applicants for their interest; only those selected for an interview will be contacted.

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More about this job

Responsibilities

The Lead, End User Support will build and manage the internal IT support function from the ground up, including team staffing, process design, and service standards. They will oversee support delivery across corporate and global mining sites while acting as the primary escalation point for complex technical issues.

Requirements

Candidates must have at least 5 years of experience in IT support with 2 years in a leadership capacity and proven experience scaling support functions. Proficiency in Windows/macOS environments, Microsoft 365, and ticketing systems is required, along with the ability to support distributed or industrial site locations.

Skills

IT Support
Team Leadership
Service Desk Management
Windows
MacOS
Microsoft 365
Active Directory
Entra ID
Ticketing Systems
Endpoint Security
ITIL
Asset Management
Incident Management
Process Improvement
Hardware Provisioning
Customer Service

Visa sponsorship

Not detected in the job text

Keywords

IT Support
Service Desk
Mining
Mineral Processing
OT-adjacent
Windows
MacOS
Microsoft 365
Active Directory
Entra ID
ServiceNow
Freshservice
Zendesk
Endpoint Security
EDR
MFA
ITIL
Intune
Power Automate
Asset Management
SLA
KPI
Infrastructure
Cybersecurity
Hardware Lifecycle Management
Remote Support
Root-cause Analysis
Onboarding
Offboarding
Industrial

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