Lead End User Support, Mining/Mineral Processing

Toronto, ON

Hybrid: 2-3X in the office per week.

Position Summary

The Lead, End User Support is responsible for building and leading the delivery of IT end user support services across the organization — including corporate offices and global project/site locations — ensuring reliable, secure, and responsive technology experiences for all employees. This is a foundational role: the Lead will stand up Blue Moon Metals' internal end user support function from the ground up, including team structure, staffing, processes, tooling, and service standards for Level 1 through Level 3 support. The role manages a team of support technicians/analysts across corporate and site locations, owns the end-user support function's processes and performance, and serves as an escalation point for complex technical issues. The Lead partners closely with IT leadership to align support operations with broader IT and cybersecurity initiatives, and acts as a champion for user experience, service quality, and continuous improvement across all locations.

Key Responsibilities

Support Function Build-Out & Team Development

• Design and stand up the internal end user support function (Level 1 through Level 3), including organizational structure, staffing plan, shift/coverage models, and reporting lines for corporate and global project/site locations
• Recruit, hire, onboard, and train a team of end user support technicians/analysts, including local/onsite hires at global project sites
• Define roles, responsibilities, and career progression pathways within the support team, fostering a culture of accountability, service excellence, and professional growth
• Establish support processes and standards from scratch, including ticket intake, triage, prioritization, and escalation procedures across all locations
• Select, implement, or optimize the ticketing/service management platform and supporting tools (e.g., knowledge base, remote support, asset management) to underpin the new function
• Develop and maintain support documentation, knowledge base articles, runbooks, and standard operating procedures applicable across corporate and site environments

Team Leadership & Operations

• Lead, mentor, and schedule the end user support team, fostering a culture of accountability, service excellence, and continuous improvement
• Own and continuously improve the IT service desk function across all locations, including ticket triage, prioritization, and escalation procedures
• Define and monitor key support metrics (response times, resolution rates, customer satisfaction, ticket volume trends) by location and function, and drive improvement initiatives
• Establish and enforce internal SLAs/KPIs for support delivery across corporate and site locations
• Ensure the support team adheres to internal security policies and procedures (e.g., access controls, data handling, identity verification for password resets), given Blue Moon Metals' regulatory and OT-adjacent environment across plant and underground mining sites

End User Support Delivery

• Serve as the primary escalation point for complex hardware, software, network, and access issues affecting employees across corporate offices and global project sites
• Oversee provisioning, configuration, and lifecycle management of end user devices (laptops, desktops, mobile devices, peripherals) organization-wide
• Manage software deployment, patching, and license compliance for endpoints across all locations
• Support onboarding/offboarding processes, including account provisioning and equipment setup, in coordination with HR, site leadership, and IT security
• Account for the unique constraints of site environments (e.g., connectivity limitations, remote/underground locations, shift patterns) when designing and delivering support, including onsite support coverage at global project sites

Cross-Functional Collaboration

• Partner with the Director, IT & Cybersecurity to ensure end user support practices align with security policies, including endpoint protection, access controls, and acceptable use standards
• Coordinate with infrastructure, applications, OT/cybersecurity, and site operations teams on incidents, changes, and projects affecting end users at any location
• Act as a liaison between end users (corporate and site-based) and other IT functions, translating business needs into actionable support and improvement plans
• Support IT projects and rollouts (e.g., system migrations, new application deployments, new site mobilizations, office moves/openings) from an end-user readiness and support perspective
• Coordinate with procurement on hardware, software, and tooling purchases needed to support the function (e.g., endpoint devices, ticketing platform, remote support tools)

Process & Continuous Improvement

• Identify recurring issues and drive root-cause analysis to reduce repeat incidents
• Recommend and implement tooling, automation, or process changes (e.g., self-service portals, ticketing system enhancements) to improve efficiency across corporate and site-based support
• Establish and enforce IT asset management practices for company-issued equipment across all locations
• Develop IT policies, procedures, and training materials for end users and the support team
• Benchmark and mature the support function over time, evolving processes as the team and organization grow

Qualifications

Required

• 5+ years of experience in IT end user support, service desk, or desktop support roles, with 2+ years in a lead, supervisory, or senior analyst capacity
• Demonstrated experience building, standing up, or significantly scaling an internal IT support function or team from the ground up
• Experience supporting a distributed or multi-site organization, ideally including remote or industrial site locations
• Strong working knowledge of Windows/macOS environments, Microsoft 365, Active Directory/Entra ID, and common enterprise applications
• Experience selecting, implementing, or administering ticketing systems (e.g., ServiceNow, Freshservice, Zendesk) and driving SLA/KPI performance across multiple locations
• Solid understanding of endpoint security fundamentals (antivirus/EDR, patching, encryption, MFA)
• Excellent communication and customer service skills, with the ability to explain technical issues to non-technical stakeholders across diverse locations and roles
• Demonstrated ability to recruit, lead, coach, and develop a support team, including remote/distributed team members

Preferred

• Experience supporting a publicly traded company or highly regulated industry
• Experience in mining, industrial, or resource sector environments, including familiarity with OT/ICS-adjacent support considerations at plant or underground sites
• Familiarity with ITIL framework and service management best practices, particularly around multi-site support operations
• Experience with Intune/endpoint management, Power Automate, or other IT automation tools
• Willingness/ability to travel periodically to global project sites
• Relevant certifications (e.g., ITIL Foundation, CompTIA A+/Network+, Microsoft 365 Certified)

Work Environment

Primarily based at a corporate office location, with regular collaboration across global project/mine sites and periodic travel as needed. May require after-hours availability for critical incidents, planned maintenance windows, or escalation issues, potentially across multiple time zones.

Pay Range and Compensation Package 

Compensation and benefits details will be discussed during the interview process. 

Equal Opportunity Statement 

We are committed to diversity and inclusivity in our hiring practices and encourage applications from all qualified individuals. We thank all applicants for their interest; only those selected for an interview will be contacted.