What is the Opportunity?As the Team Lead, IT Operations you will provide hands-on leadership and day-to-day oversight of IT operational support across multiple office locations. Reporting to the Manager, IT Operations, this role leads and supports a team responsible for end-user services, site mobilization and demobilization, incident and request management, and the operational health of core IT services all while ensuring consistent service delivery, adherence to SLAs, and a high standard of customer experience across the organization.
What You'll Do Here:- Lead and support IT Operations team members delivering day-to-day IT support across corporate offices, field locations, and job sites
- Provide coaching, training, and day-to-day guidance to team members, including workload prioritization and escalation management
- Act as an escalation point for complex or high-impact IT incidents, service requests, and after-hours operational issues
- Coordinate and support end-user services including equipment setup, deployment, decommissioning, and CMDB accuracy
- Oversee IT support for job sites throughout their full lifecycle - from mobilization and setup through demobilization and asset recovery
- Ensure adherence to ITSM processes including incident, request, change, and problem management
- Track, analyze, and report on operational metrics, SLAs, and KPIs; identify trends and recommend improvements
- Collaborate with Service Desk, Infrastructure, Security, and Business stakeholders to ensure smooth handoffs and issue resolution
- Support new technology deployments, office openings, relocations, and project-based IT initiatives
- Manage inventory levels of laptops, peripherals, and other critical IT hardware across supported locations
- Work with Procurement and Sourcing teams to support equipment sourcing and standards
- Contribute to continuous improvement of IT operations processes, documentation, and service quality
- Provide hands-on IT support as needed, including in-person and remote support for end users and executives
What You Bring to the Team:- Post-secondary education in Information Technology, Information Systems, or equivalent practical experience
- Demonstrated experience leading an IT support or operations team
- Strong understanding of IT operations in distributed environments (offices, branches, job sites)
- Hands-on experience supporting Windows 10/11, Microsoft 365, Teams, Intune, and common end-user technologies
- Experience with ITSM practices and tools (Incident, Request, Change, Problem Management); ITIL knowledge is an asset
- Broad technical knowledge of end-user hardware, peripherals, meeting room technology, and enterprise applications
- Strong customer service mindset with the ability to communicate technical concepts clearly to non-technical users
- Experience managing priorities in fast-paced, deadline-driven environments
- Proven ability to troubleshoot, analyze, and resolve complex technical issues
- Ability to collaborate effectively across IT teams, vendors, and business stakeholders
This position requires in office work 5 days a week out of our downtown Toronto location. Reason for vacancy: Replacement
The expected salary range for this role is $90,000-$95,000 per year
Individual pay is determined based on several factors, including work location, education, experience, unique skills and job conditions. Other considerations may includecertifications, specialized training, and the complexity or scope of the
role.
