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.

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.

Ensure you and your family receive the services needed to support your mental, emotional, and physical well-being.
Believe in helping you build your career through our Aecon University and Leadership Programs.
Are committed to supporting and investing in inclusive work environments, through initiatives like Equity, Diversity & Inclusion training, our Aecon Women in Trades and Aecon Diversity in Trades programs , and our Employee Resource Groups (ERGs) to ensure we are building inclusion into every aspect of our culture at Aecon.
Are a leader in sustainable construction . With a strong commitment to operating responsibly by minimizing our impact on the environment and surrounding communities.

Team Lead, IT Operations

Key skills