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 Robust 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 #J-18808-Ljbffr

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