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Added 9 hours ago
Manager - Investor Relations
Robertson & Company Ltd.
Toronto, ON
Full-time
Reporting directly to the Senior Vice President, Corporate Development & Investor Relations, this role will lead and support the Company's investor relations strategy, public disclosure,…
Added 11 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 14 hours ago
Analyst/Senior Analyst, Admin and Corporate Development
Optimus SBR
Toronto, ON
Full-time
Join a dynamic and engaging team that thrives on collaboration, innovation, and growth. The Analyst/Senior Analyst, Admin and Corporate Development role is an exciting opportunity to work…
Added 2 days ago
Analyst Intern (Nuclear)
Calian in Space & Technology
Ottawa, ON
Internship
Act as a resource to the teams’ Senior Manager or Director in support of developing business opportunities and proposals
Added 3 days ago
Senior IT Business Analyst
QuadReal Property Group
Calgary, AB · Vancouver, BC · Toronto, ON
Full-time
QuadReal is looking for an IT Senior Business Analyst to join the Enterprise Solutions team to support our team’s suite of applications and project delivery. The IT Senior Business Analyst…
Added 1 day ago
RISK MFI Management Information Analyst
BNP Paribas
Montreal, QC
Full-time
…market, liquidity and counterparty risks of the BNP Paribas Corporate and Institutional Banking (CIB) perimeter. RISK MFI helps the Group senior management, the RISK function and Global…
Added 2 days ago
Senior Engineer - Mechanical and Piping
Freeport-McMoRan
Vancouver, BC
Full-time
Located in Downtown Vancouver’s central business district, this area is a dense, high-end urban neighborhood dominated by major office towers, financial institutions, and professional…
Added 18 days ago
Senior Advisor, Major Program Finance and Governance
VIA Rail Canada
Montreal, QC
…financial best practices by serving as a trusted advisor to Project Managers, Corporate Finance, Engineering, and other program…
Added 2 days ago
Senior Financial Analyst
Aston Carter
Calgary, AB
$100,000 to $115,000 CAD / year
Full-time
We are seeking a highly skilled and detail-oriented lead Financial Analyst to join our team. This individual will play a critical role in the financial management of assigned programs,…
Added 1 month ago
Senior TIPS Support Analyst
Pembina Pipeline Corporation
Calgary, AB
Pembina Pipeline Corporation’s Calgary’s office is actively hiring for a TIPS Support Senior Analyst to join the team. This position reports to the Manager, Production Accounting in the…
Added 1 day ago
Senior Financial Analyst
Robert Half
Toronto, ON
$45 to $60 CAD / hour
Contract
Senior Financial Analyst, Regulatory Reporting
Added 1 day ago
Senior Financial Analyst
Brunel
Toronto, ON · Greater Toronto Area, Canada
Contract
We are hiring a Senior Financial Analyst for our client, Eli Lilly, based in Toronto, Ontario. The Senior Financial Analyst plays a critical role within the Accounting and Tax team. This…
Added 2 days ago
Senior Media Analyst
Omnicom Precision Marketing
Toronto, ON
Full-time
The Sr. Media Analyst role will be responsible for executing a wide variety of analyses in support of a client that is looking for help to better understand their media performance via…
Added 2 days ago
Delivery Analyst, Risk & Audit - Americas
Diligent Corporation
Vancouver, BC
A Delivery Analyst is an early‑career consultant in the Services team who supports delivery of audit, risk, and compliance solutions for clients. They assist with discovery and requirements…
Added 1 month ago
Senior Reporting Analyst, Financial & Regulatory Reporting
Scotiabank
Toronto, ON
…operational efficiencies in an effort to better support the Asset Management Operations…
Added 2 days ago
Senior Engineer - Mechanical and Piping
Freeport McMoRan
Vancouver, BC
Located in Downtown Vancouver’s central business district, this area is a dense, high-end urban neighborhood dominated by major office towers, financial institutions, and professional…
Added 2 days ago
PMO Practice Lead
Ontario Securities Commission
Toronto, ON · CA ON Toronto
Full-time
…responsible for leading strategic planning and enterprise-wide business planning; guiding project prioritization and execution as well as overseeing the project portfolio and monitoring…
Added 3 days ago
Senior IT Business Analyst
MMC Corporate
Toronto, ON
Other
5+ years of experience as a Senior IT Business Analyst, managing Program Renewals end-to-end.
Added 2 days ago
Lead End User Support, Mining/Mineral Processing
Blue Moon Metals Inc.
Toronto, ON
Full-time
…end user support services across the organization - including corporate offices and global project/site locations - ensuring reliable, secure, and responsive technology experiences for all…
Added 3 days ago
Analyst, Portfolio Companies
Westerkirk
Victoria, BC
The Analyst, Portfolio Companies will sit within the Alternative Investments team and support Westerkirk’s oversight of its directly owned operating companies, from recurring reporting…
Added 2 days ago
Lead End User Support, Mining/Mineral Processing
Blue Moon Metals
Toronto, ON
…end user support services across the organization - including corporate offices and global project/site locations - ensuring reliable, secure, and responsive technology experiences for all…
Added 2 days ago
RISK MFI – Senior Market Risk Analyst
BNP Paribas
Montreal, QC
Full-time
…market, liquidity and counterparty risks of the BNP Paribas Corporate and Institutional Banking (CIB) perimeter. RISK MFI helps the Group senior management, the RISK Function and Global…
Added 2 days ago
Senior IT Business Analyst
QuadReal Property Group
Toronto, ON
Full-time
QuadReal is looking for an IT Senior Business Analyst to join the Enterprise Solutions team to support our team’s suite of applications and project delivery. The IT Senior Business Analyst…
Added 2 days ago
Senior IT Business Analyst
QuadReal Property Group
Vancouver, BC
Full-time
QuadReal is looking for an IT Senior Business Analyst to join the Enterprise Solutions team to support our team’s suite of applications and project delivery. The IT Senior Business Analyst…
Added 2 days ago
Senior IT Business Analyst
QuadReal Property Group
Calgary, AB
Full-time
QuadReal is looking for an IT Senior Business Analyst to join the Enterprise Solutions team to support our team’s suite of applications and project delivery. The IT Senior Business Analyst…

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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