Team Lead, IT Operations

Aecon Group Inc.

IT operations team lead supporting Aecon’s infrastructure construction offices and job sites. Overseeing end-user services, ITSM, hardware, incidents, and service delivery across Toronto operations.

Posted 8/13/2026full-timeToronto • 🇨🇦 CanadaSenior💰 CA$90,000 - CA$95,000 per yearWebsite

Core Competencies

Role fit

Core Competencies

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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 ManagementITSM PracticesWindows 10/11 SupportMicrosoft 365 ProficiencyCustomer Service Mindset

ATS Keywords

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Applicant Tracking System Keywords

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Hard Skills

IT SupportIncident ManagementRequest ManagementChange ManagementProblem ManagementTechnical TroubleshootingOperational Metrics AnalysisEnd-User Hardware KnowledgeMeeting Room TechnologyAsset Recovery

Soft Skills

CoachingTrainingCommunicationCollaborationPrioritization

Tools & Technologies

Microsoft TeamsMicrosoft IntuneCMDB ToolsProcurement SoftwareService Desk Software

Certifications & Qualifications

ITIL Knowledge

Industry Keywords

Distributed EnvironmentsCorporate IT SupportField LocationsJob SitesContinuous Improvement

Tech Stack

Tools & technologies

ITSM

About the role

Key responsibilities & impact

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

What you’ll need

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

Benefits

Comp & perks

Mental, emotional, and physical well-being services and benefits for employees and families
Aecon University
Tuition reimbursement
Leadership Programs
Training and development initiatives
Partnerships with Veteran groups
Aecon Women in Trades and diversity programs
Employee Resource Groups (ERGs)
Accessibility accommodations throughout the interview and hiring process