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

Strong 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

Solid 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 (Winnipeg)
🏢 Jobtailor
📍 Winnipeg