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Added 18 hours ago
Director, HR Employee Service Centre
Extendicare
Markham, ON · Extendicare (Canada) Inc.
Full-time
…tiers, escalation pathways, and case management workflows within ServiceNow…
Added 3 days ago
[GSD] People Technology Manager - Workday Implementation Team (Bangkok based, relocation provided )
Agoda
Montreal, QC
Full-time
…enhancement opportunities, and present strategic recommendations to senior leaders within the People…
Added 2 days ago
Senior Application Support Analyst - Finance IT & Audit Technology (FIAT)
Royal Bank of Canada
Vancouver, BC
Full-time
As the Senior Application Support Analyst, you will be responsible for maintenance and support of multiple Windows and Linux applications in Finance and Audit IT. You will partner across…
Added 9 days ago
Senior Application Support Analyst - Finance IT & Audit Technology (FIAT)
RBC
Vancouver, BC
Full-time
As the Senior Application Support Analyst, you will be responsible for maintenance and support of multiple Windows and Linux applications in Finance and Audit IT. You will partner across…
Added 1 day ago
Senior ServiceNow Discovery & Service Mapping Engineer
Drone.vet
Toronto, ON
Full-time
As a Senior ServiceNow Discovery & Service Mapping Engineer, you’ll play a pivotal role in designing, implementing, and optimizing ServiceNow’s Discovery and Service Mapping solutions. This…
Added 2 days ago
Senior Cyber Security Specialist, IAM Onboarding (Global Security)
Royal Bank of Canada
Toronto, ON · Calgary, AB · Vancouver, BC
Full-time
The Identity and Access Management (IAM) Onboarding Team is looking for a Senior Cyber Security Specialist to work towards onboarding applications to RBC’s Identity and Access Management…
Added 2 days ago
Group Operations Manager – Service Delivery Management (EUC)
HCLTech
Toronto, ON
$95,000 to $114,000 CAD / year
Full-time
…primary interface between clients, internal delivery teams, and senior stakeholders, you will enable HCLTech to exceed service expectations and achieve key business…
Added 2 days ago
Director, IT Operations
Dye & Durham Talent Team
Toronto, ON
Serve as the senior escalation point for major incidents, coordinating cross-functional and vendor response efforts and providing executive-level communications.
Added 2 days ago
Business Insights Specialist (Power BI)
TD
London, ON · Toronto, ON
Full-time
…technology delivery teams, support teams, governance functions, and senior leadership. The individual will leverage data-driven insights to improve operational effectiveness, strengthen…
Added 2 days ago
Business Insights Specialist (Power BI)
TD
Toronto, ON
Full-time
…technology delivery teams, support teams, governance functions, and senior leadership. The individual will leverage data-driven insights to improve operational effectiveness, strengthen…
Added 3 days ago
Senior Software Developer, Security Automation(Global Security)
Royal Bank of Canada
Toronto, ON
Full-time
We are looking for a Senior Software Developer to join our Security Automation team, responsible for engineering and scaling our SOAR platform. This is a development-first role - you will…
Added 2 days ago
Specialist III, Telecommunications (Permanent)
Toronto District School Board
Toronto, ON · Etobicoke, ON
$40.95 to $48.03 CAD / hour
Full-time
Reporting to the Senior Analyst, Telecommunications, the Specialist III, Telecommunications will be responsible for providing technical support and the daily administration of TDSB’s…
Added 2 days ago
Senior Procurement Specialist
CBI Health
Toronto, ON
Full-time
Reporting to the Assistant Vice President, Finance, the Senior Procurement Specialist supports the effective delivery of procurement activities across CBI Health’s national, multi-site…
Added 2 days ago
Senior Information Security Analyst
Scotiabank
Toronto, ON
Experience with SailPoint, Centrify/ similar PAM solution for ID/User onboarding and management, and ServiceNow
Added 2 days ago
Senior Cyber Security Specialist, IAM Onboarding (Global Security)
RBC
Toronto, ON · Vancouver, BC · Calgary, AB
Full-time
The Identity and Access Management (IAM) Onboarding Team is looking for a Senior Cyber Security Specialist to work towards onboarding applications to RBC’s Identity and Access Management…
Added 2 days ago
Security Specialist
Global Technical Talent, an Inc. 5000 Company
Toronto, ON
$90 to $100 CAD / hour
Contract
Identify emerging themes, understand trends, and provide specialized business management advice to senior management and respective teams while raising industry, external and internal,…
Added 2 days ago
Senior Technical Business Systems Analyst
J&M Group
Toronto, ON
Full-time
Reconcile data across GitHub, Bitbucket, ServiceNow, CMDBs, spreadsheets, and other systems.
Added 2 days ago
Project Manager/Leader – Senior
Akkodis
Toronto, ON
Contract
Experience designing and implementing integrations using ServiceNow APIs and integration technologies with DPRM, Change Management, CMDB, Strategic Portfolio Management (SPM), DevOps tools,…
Added 2 days ago
Manager/Technical Lead, Technology Asset Management (TAM)
Deloitte
Toronto, ON
Full-time
Leading and mentoring teams of consultants and senior consultants, fostering their growth and professional development
Added 2 days ago
Sr Security Platform Engineer
Sun Life
Toronto, ON · Sun Life Toronto One York
Full-time
The Senior Security Platform Engineer is responsible for designing, implementing, supporting, and continuously enhancing Sun Life’s enterprise cryptographic security platforms, including…
Added 3 days ago
Lead End User Support, Mining/Mineral Processing
Blue Moon Metals Inc.
Toronto, ON
Full-time
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
Added 3 days ago
Senior Associate - Risk Technology Transformation
Apex Systems
Toronto, ON
$50 to $60 USD / hour
Full-time
We are seeking a temporary Senior Associate to support digital transformation, business modernization, and AI-enabled initiatives across banking, finance, risk, compliance, and human…
Added 3 days ago
Senior Manager, AI Products & Copilot Solutions
McKesson
Mississauga, ON
Full-time
McKesson is seeking a Senior Manager, AI Products & Copilot Solutions to lead a team responsible for identifying, prioritizing, and delivering AI powered business solutions that improve…
Added 3 days ago
Lead End User Support, Mining/Mineral Processing
Blue Moon Metals
Toronto, ON
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
Added 3 days ago
Senior Analyst
WestJet
Calgary, AB
Full-time
The Senior ServiceNow Analyst & Platform Administrator is responsible for the administration, support, configuration, release coordination, and operational excellence of the ServiceNow…

Blue Moon Metals

Lead End User Support, Mining/Mineral Processing

Toronto, ON, Canada

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

Lead End User Support, Mining/Mineral Processing

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 development, 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, ticketing systems, and endpoint security fundamentals is required, along with strong communication skills.

Skills

IT Service Management
Team Leadership
Service Desk Operations
Windows
MacOS
Microsoft 365
Active Directory
Entra ID
ServiceNow
Zendesk
Endpoint Security
ITIL
Asset Management
Incident Management
Technical Support
Project Management

Visa sponsorship

Not detected in the job text

Keywords

IT Support
Service Desk
Mining
Mineral Processing
Leadership
Service Level Agreements
KPIs
Ticketing System
Endpoint Management
Cybersecurity
OT-adjacent
Infrastructure
Hardware Lifecycle Management
Software Deployment
Patching
Identity Verification
ITIL Foundation
CompTIA A+
Network+
Microsoft 365 Certified
Intune
Power Automate
Root-cause Analysis
Asset Management
Remote Support
Onboarding
Offboarding
Enterprise Applications
Technical Documentation
Service Quality

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