Team Lead, IT Operations

Jobtailor; Toronto; On-site; CAD 90,000 - 120,000; Full time

Job summary

Jobtailor is seeking an experienced IT Operations Lead to guide and grow the IT support team across corporate offices, field locations, and job sites. You will coach staff, manage escalations, and ensure best-practice ITSM processes while delivering reliable end-user support.

You will coordinate end-user services, oversee asset recovery, and drive continuous improvement of IT operations. Strong communication and leadership are essential to align with stakeholders and improve service quality.

Qualifications

• Post-secondary education in IT or equivalent practical experience.
• Experience leading an IT support or operations team.
• Experience with ITSM processes (Incident, Request, Change, Problem).
• Hands-on with Windows 10/11, M365, Teams, Intune.
• ITIL knowledge is an asset.
• Strong communication with non-technical users.

Responsibilities

• Lead and support IT Operations teams delivering day-to-day IT support across offices, field locations, and job sites.
• Coach, train, and prioritize workloads; escalate as needed.
• Act as escalation point for complex IT incidents and service requests.
• Coordinate end-user services including equipment setup and decommissioning.
• Oversee IT support for job sites from mobilization to asset recovery.
• Ensure ITSM processes for incidents, requests, changes, and problems are followed.
• Track and report operational metrics, SLAs, and KPIs.
• Collaborate with Service Desk, Infrastructure, Security, and Business stakeholders.
• Support deployments, openings, relocations, and project IT initiatives.
• Manage inventory of laptops, peripherals, and hardware.

Skills

IT Operations Management

ITSM Practices

Windows 10/11 Support

Microsoft 365 Proficiency

Customer Service Mindset

Team Leadership

Incident Management

Problem Management

Change Management

Education

Post-secondary IT education

Tools

CMDB Tools

Service Desk Software

Procurement Software

Microsoft Teams

Microsoft Intune

Job description

• 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
• 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