Team Lead, IT Operations

Aecon Group Inc.; Toronto; On-site; CAD 90,000 - 95,000; Full time

Job summary

Aecon Group Inc. in Toronto is seeking an IT Operations Team Lead to 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

Qualifications

• Minimum IT operations leadership experience.
• Experience leading IT support teams and coordinating across locations.
• Strong knowledge of ITIL/ITSM processes and metrics.
• Hands-on experience with Windows 10/11, Microsoft 365, Teams, Intune.

Responsibilities

• 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

Skills

IT Operations Leadership

End-user Support

ITIL/ITSM

Windows/M365/Teams/Intune

Customer-focused communication

Cross-functional collaboration

Prioritization under deadlines

Education

Post-secondary education in Information Technology, Information Systems, or equivalent practical experience

Tools

ITSM Tools

Microsoft 365

Teams

Intune

Job description

Come Build Your Career at Aecon!

Aecon delivers some of the most complex and impactful infrastructure projects — from transformative transportation networks to critical energy, industrial and nuclear programs. The projects we build connect communities and power future generations. With deep roots in North America and a strong footprint internationally, Aecon brings global expertise and proudly serves public and private sector clients through its Construction and Concessions segment.

Come Build Your Career at Aecon!

Aecon delivers some of the most complex and impactful infrastructure projects — from transformative transportation networks to critical energy, industrial and nuclear programs. The projects we build connect communities and power future generations. With deep roots in North America and a strong footprint internationally, Aecon brings global expertise and proudly serves public and private sector clients through its Construction and Concessions segment.

Safety Always is not only our #1 core value – it is the standard that anchors our culture. We believe the most ambitious projects deserve the most committed people. At Aecon, you won’t just build your career — you’ll help build what matters to enable future generations to thrive.

At Aecon, You Can Count On

• Safety Always. Our number one core value. The safety of our people, projects, partners, and stakeholders is our priority focus – today and always.
• Integrity. We lead by example, with humility and courage.
• Accountability. We’re passionate about delivering on our commitments.
• Inclusion. We provide opportunities where people feel valued, supported, and empowered to contribute fully.

We deliver infrastructure with purpose, and our people are at the heart of everything we do. Aecon employees are incredibly proud to build some of the most impactful infrastructure of this generation – we call it Aecon Proud.

At Aecon We

• Ensure you and your family receive the services and benefits needed to support your mental, emotional, and physical well-being.
• Are intentional when it comes to investing in your development. We help you build your career and advance your skills through our Aecon University, tuition reimbursement, and Leadership Programs.
• Are committed to creating work environments focused on mutual respect, teamwork, collaboration, and new ideas, through meaningful initiatives, training, partnerships with Veteran groups, our Aecon Women in Trades and diversity programs, as well as our Employee Resource Groups (ERGs), to ensure we are building with top talent and harnessing our collective strengths within every aspect of our culture.
• Operate responsibly by managing risk, safety, and environmental considerations across all our projects and surrounding communities.

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.

Aecon fosters diversity, inclusion and belonging within and across our organization. We welcome all to apply including, women, visible minorities, Indigenous peoples, persons with disabilities, and persons of any sexual orientation or gender identity.

We are committed to adhering to the objectives and requirements outlined in the Accessible Canada Act (ACA), and to meeting the accessibility needs of persons with disabilities in a timely manner. Through the implementation of the requirements of the ACA and its applicable regulations, appropriate accommodations will be provided upon request throughout the interview and hiring process.

As part of our commitment to fair and transparent hiring practices, Aecon may use artificial intelligence (AI) tools to assist in screening and reviewing candidates. These tools are applied responsibly and in accordance with applicable privacy laws and Aecon’s AI Usage Policy. All final decisions are made by qualified Aecon team members.