Team Lead, IT Operations

Aecon • Toronto, ON

8d • Onsite

About The Position

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.

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 (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)
• 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

Nice To Haves

• ITIL knowledge is an asset

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

Benefits

• Support for mental, emotional, and physical well-being for you and your family
• Career building through Aecon University and Leadership Programs
• Commitment to supporting and investing in inclusive work environments
• Initiatives like Equity, Diversity & Inclusion training, Aecon Women in Trades and Aecon Diversity in Trades programs
• Employee Resource Groups (ERGs)
• Leadership in sustainable construction with a strong commitment to operating responsibly

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Education Level: Associate degree