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About the Role
The Lead, End User Support is responsible for building and leading the delivery of IT end user support services across the organization, ensuring reliable, secure, and responsive technology experiences for all employees. This foundational role will establish the internal end user support function from the ground up, managing a team, owning processes and performance, and serving as an escalation point for complex technical issues. The Lead will partner with IT leadership to align support operations with IT and cybersecurity initiatives, championing user experience and continuous improvement.
Responsibilities
- Design and stand up the internal end user support function (Level 1 through Level 3), including organizational structure, staffing plan, and reporting lines.
- Recruit, hire, onboard, and train a team of end user support technicians/analysts.
- Define roles, responsibilities, and career progression pathways within the support team.
- Establish support processes and standards, including ticket intake, triage, prioritization, and escalation procedures.
- Select, implement, or optimize the ticketing/service management platform and supporting tools.
- Develop and maintain support documentation, knowledge base articles, and standard operating procedures.
- Lead, mentor, and schedule the end user support team.
- Own and continuously improve the IT service desk function, including ticket triage, prioritization, and escalation procedures.
- Define and monitor key support metrics and drive improvement initiatives.
- Establish and enforce internal SLAs/KPIs for support delivery.
- Ensure the support team adheres to internal security policies and procedures.
- Serve as the primary escalation point for complex hardware, software, network, and access issues.
- Oversee provisioning, configuration, and lifecycle management of end user devices.
- Manage software deployment, patching, and license compliance for endpoints.
- Support onboarding/offboarding processes, including account provisioning and equipment setup.
- Account for the unique constraints of site environments when designing and delivering support.
- Partner with IT & Cybersecurity to ensure end user support practices align with security policies.
- Coordinate with infrastructure, applications, and site operations teams on incidents, changes, and projects.
- Act as a liaison between end users and other IT functions.
- Support IT projects and rollouts from an end-user readiness and support perspective.
- Coordinate with procurement on hardware, software, and tooling purchases.
- Identify recurring issues and drive root-cause analysis.
- Recommend and implement tooling, automation, or process changes to improve efficiency.
- Establish and enforce IT asset management practices.
- Develop IT policies, procedures, and training materials.
- Benchmark and mature the support function over time.
Requirements
- 5+ years of experience in IT end user support, service desk, or desktop support roles.
- 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 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.
- Demonstrated ability to recruit, lead, coach, and develop a support team, including remote/distributed team members.
- Experience supporting a publicly traded company or highly regulated industry (Preferred).
- Experience in mining, industrial, or resource sector environments, including familiarity with OT/ICS-adjacent support considerations (Preferred).
- Familiarity with ITIL framework and service management best practices (Preferred).
- Experience with Intune/endpoint management, Power Automate, or other IT automation tools (Preferred).
- Willingness/ability to travel periodically to global project sites (Preferred).
- Relevant certifications (e.g., ITIL Foundation, CompTIA A+/Network+, Microsoft 365 Certified) (Preferred).
Skills
- IT end user support
- Service desk
- Desktop support
- Team leadership
- Process development
- Ticketing systems (ServiceNow, Freshservice, Zendesk)
- SLA/KPI management
- Endpoint security
- Communication
- Customer service
- Team development
- Windows/macOS environments
- Microsoft 365
- Active Directory/Entra ID
- ITIL framework
- Endpoint management (Intune)
- IT automation (Power Automate)
Location
- Toronto, ON
Work Type
- Hybrid
- Full-time
Experience Level
- Lead
- Senior
About the Company
- Blue Moon Metals is committed to diversity and inclusivity in its hiring practices.
Equal Opportunity
- 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.