- Lead and support IT Operations team members delivering day-to-day IT support across corporate offices, field locations, and job sites
- Provide coaching, training, 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 end-user services including equipment setup, deployment, decommissioning, and CMDB accuracy
- Oversee IT support for job sites 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 operational metrics, SLAs, and KPIs; identify trends and recommend improvements
- Collaborate with Service Desk, Infrastructure, Security, and Business stakeholders on handoffs and issue resolution
- Support technology deployments, office openings, relocations, and project-based IT initiatives
- Manage inventory of laptops, peripherals, and other critical IT hardware
- Support equipment sourcing and standards with Procurement and Sourcing teams
- Contribute to continuous improvement of IT operations processes, documentation, and service quality
- Provide hands-on in-person and remote IT support for end users and executives

Requirements

- Post-secondary education in Information Technology, Information Systems, or equivalent practical experience
- Demonstrated experience leading an IT support or operations team
- Solid understanding of IT operations in distributed environments including offices, branches, and job sites
- Hands-on experience supporting Windows 10/11, Microsoft 365, Teams, Intune, and common end-user technologies




- Experience with ITSM practices and tools covering Incident, Request, Change, and 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 and ability to communicate technical concepts clearly to non-technical users
- Ability to manage priorities in fast-paced, deadline-driven environments
- Proven ability to troubleshoot, analyze, and resolve complex technical issues
- Ability to collaborate across IT teams, vendors, and business stakeholders

Core Competencies

Demonstrates expertise in IT Operations management, including ITSM processes, incident resolution, and end-user support across diverse environments. Proven ability to lead teams, manage priorities, and enhance service quality through continuous improvement initiatives.

Highest-signal resume keywords

- IT Operations Management
- ITSM Practices
- Windows 10/11 Support
- Microsoft 365 Proficiency
- Customer Service Mindset

ATS Optimization Keywords

Hard Skills

- IT Support
- Incident Management
- Request Management
- Change Management
- Problem Management
- Technical Troubleshooting
- Operational Metrics Analysis
- End-User Hardware Knowledge
- Meeting Room Technology
- Asset Recovery

Soft Skills

- Coaching
- Training
- Communication
- Collaboration
- Prioritization

Certifications & Qualifications

- ITIL Knowledge

Industry Keywords

- Distributed Environments
- Corporate IT Support
- Field Locations
- Job Sites
- Continuous Improvement

Tools & Technologies

- Microsoft Teams
- Microsoft Intune
- CMDB Tools
- Procurement Software
- Service Desk Software

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📌 Team Lead, IT Operations (Toronto)
🏢 Jobtailor
📍 Toronto