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Added 2 days ago
Project Manager, Transition (New St. Paul's)
Providence Healthcare
Vancouver, BC
Temporary
…area and work site may be subject to change consistent with operations requirements and applicable provisions of the Collective Agreement and statutes. **Testing may be required. ***A…
Added 2 days ago
Manager, Parking and Photo Identification
Fraser Health
Surrey, BC
Temporary
Collaborates in establishing contract specifications, tendering and selection for parking operations, or facility maintenance projects; administers and recommends revisions/terminations to…
Added 2 days ago
IT Office Coordinator
St. Francis Xavier University
Antigonish, NS
Full-time
…support to the IT Services department, reporting directly to the Director of IT Services. This position serves as a central coordination point for departmental activities, facilitating…
Added 2 days ago
Sales Compensation Analyst
Semperis
Remote, Canada
Full-time · Remote
· Lead the annual implementation of every compensation plan in Xactly, working with Revenue Operations and the Global Compensation Director through configuration, testing, and approvals.
Added 2 days ago
Human Resources Coordinator
Service Inspired Restaurants
Oakville, ON
Other
Reporting to the Director of Human Resources, the Human Resources Coordinator provides centralized HR operational and administrative support to all restaurant brands and the Support Centre…
Added 7 days ago
Senior Director-Head of CNB Wealth Business Architecture
Royal Bank of Canada
Toronto, ON
Full-time
The Senior Director-Head of CNB Wealth Business Architecture is a senior leadership role within City National Bank (RBC) Wealth Technology, reporting directly to the Head of CNB Wealth…
Added 2 days ago
Manager, Payroll & Pension
ArcelorMittal Dofasco
Hamilton, ON
Full-time
We’re looking for people who are driven by excellence to work with innovative technology to create the material tomorrow’s world will be made of. At ArcelorMittal Dofasco, we play a key…
Added 2 days ago
METAL Coordinator
Yemen HR Consulting
Aden
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…small project to handling large scale emergency and relief operations. Following the war which broke out in Yemen in March of 2015 and the humanitarian disaster, which was crafted by the…
Added 3 days ago
Assistant Director, Facilities and Operations
Carleton University
Ottawa, ON
Other
Job Title: Assistant Director, Facilities and Operations
Added 2 days ago
Regional Associate Relations Manager
The Home Depot Canada
Toronto, ON
Full-time
…initiatives. The Regional Associate Relations Manager reports to the Director, Associate Relations and Diversity, Equity and…
Added 2 days ago
26-61 Senior Business Intelligence Analyst (10 months)
Technical Safety BC
Vancouver, BC · BC
Full-time
Collaborates with the Information Technology and Data Management departments in identifying optimal solutions and delivering information services throughout the organization. Negotiates…
Added 12 days ago
Director of Production & Projects
PixMob
Montreal, QC
Full-time
We’re looking for a Director Projects - Production
Added 2 days ago
Lead End User Support, Mining/Mineral Processing
Blue Moon Metals Inc.
Toronto, ON
Full-time
…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…
Added 3 days ago
Manager, Payroll & Pension
ArcelorMittal
Hamilton, ON
We’re looking for people who are driven by excellence to work with innovative technology to create the material tomorrow’s world will be made of. At ArcelorMittal Dofasco, we play a key…
Added 3 days ago
Environmental Health and Safety Manager (EHS Manager)
Asahi Kasei
Port Colborne, ON
Full-time
This position reports to the Sr. Environmental Health & Safety Director in our corporate North America office, working directly with local plant leadership as we continue the startup phase.
Added 3 days ago
Lead End User Support, Mining/Mineral Processing
Blue Moon Metals
Toronto, ON
…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…
Added 3 days ago
Director, Organizational Change and Adoption
Summit Search Group
Toronto, ON
Full-time
The Director, Organizational Change and Adoption is a strategic and hands on leader responsible for driving the people-side of change across a multi-year modernization of HR processes,…
Added 3 days ago
Administrative Manager
University of British Columbia
Vancouver, BC · UBCV | Brock Hall (BRCK)
$6,143.67 to $8,830.25 CAD / month
Full-time
…excellence, financial planning, facilities, and information technology management. They work closely with the HR team in the Vice-President Academic Office to provide local support for…
Added 3 days ago
Administrative Manager
The University of British Columbia
Vancouver, BC
$6,143.67 to $8,830.25 CAD / month
Full-time
…excellence, financial planning, facilities, and information technology management. They work closely with the HR team in the Vice-President Academic Office to provide local support for…
Added 3 days ago
DIRECTOR OF OPERATIONS - FOOD MANUFACTURING
NPAworldwide
Edmonton, AB
Full-time
We are proud to partner with our client in the search for an exceptional Director of Operations to join its senior leadership team in Edmonton, Alberta.
Added 3 days ago
Director of Sales, Technology Delivery
Fulfillment IQ
Toronto, ON
$160,000 to $180,000 CAD / year
Full-time
Job Title: Director of Sales, Technology Delivery
Added 3 days ago
Executive Assistant & Team Leader - Global Corporate & Investment Banking (Capital Markets)
CIBC
Toronto, ON
Full-time
Business Process & Operations Support – Assist the Capital Markets Premises Team with larger re-stack projects impacting the GC&IB floors. Provide Corporate Visa Card assistance, including…
Added 3 days ago
Director of Sales, Technology Delivery
Fulfillment IQ
Remote, Canada
Full-time · Remote
Job Title: Director of Sales, Technology Delivery
Added 3 days ago
HR Platform & Systems Owner
Pomerleau
Ottawa, ON
$79,000 to $102,000 CAD / year
Full-time
…ensures alignment between business needs, HR processes, and technology capabilities to maximize the value delivered to employees, managers, and HR…
Added 3 days ago
Specialist, Learning & Development
Samuel, Son & Co.
Oakville, ON
$66,800 to $91,850 CAD / year
Full-time
This role owns assigned responsibilities across program design, learning technology administration, and essential operational support, with guidance and support from the Director, Learning…

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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