Hudbay Minerals U.S. Business Unit · 6 hours ago
End User Support Lead
Tucson, AZ
Full-time
Onsite
Mid, Senior Level
3+ years expHudbay Minerals is a copper-focused mining company with operations in tier-one mining-friendly jurisdictions. The End User Support Lead is responsible for overseeing the End User Support team, ensuring high-quality technical support for all employees while driving continuous service improvement and managing day-to-day operations.
Responsibilities
Provide direction, leadership, coaching, and mentoring to the End User Support team members, fostering a positive and collaborative work environment
Monitor team performance against established Service Level Agreements (SLAs) and key performance indicators (KPIs), implementing corrective actions as necessary
Oversee daily team schedules, ticket queues, and workload distribution to ensure equitable coverage and prioritization of critical incidents
Identify training needs for the team, conduct skills assessments, and develop internal resources to elevate the team's technical and customer service abilities
Serve as the final escalation point for complex technical issues (Levels 2/3) related to hardware, software, operating systems, networking, and core business applications
Act as the subject matter expert (SME) for end-user technologies, including desktop imaging, mobile device management (MDM), Endpoint Management and Helpdesk (Manage Engine, ServiceNow), and common productivity suites (e.g. Google Workspace)
Oversee user account management (onboarding, offboarding, access rights) within OKTA or equivalent identity management systems
Ensure accurate tracking and inventory of all end-user hardware and software assets
Develop, implement, and refine IT support policies, processes, and documentation (e.g., standard operating procedures, knowledge base articles) to improve service efficiency and user experience
Analyze recurring issues and root causes, collaborating with other IT teams (e.g., Network, Security, Shared Services) to develop and implement long-term preventative solutions
Maintain strong relationships with business unit leaders and stakeholders to anticipate support needs and communicate planned system changes or outages effectively
Ensure the team adheres to all IT security standards and protocols during incident resolution and equipment deployment
Deploy new computer hardware and software, mobile phones, radios, and peripherals for new and current (upgrade) employees and contractors, working with the Helpdesk to make sure all relevant account and shared drives access is properly activated and configured
Greet and train new employees and contractors in the use of their IT equipment, including setting up their account, mobile phone, login process, intranet access, internal application access, shared drives setup, printers, security applications configuration, and assigned applications
Monitor and provide required patches and/or updates and upgrades in line with corporate IT policies and the USBU’s business requirements
Provide technical training and support to users on desktop operating systems and packages, printing systems, video conferencing systems, mobile communications, and standard and technical applications
Monitor and ensure cybersecurity and software licensing compliance
Qualification
Required
Minimum of 3-5 years of experience in an IT Help Desk or Desktop Support role, with at least 1-2 years in a Lead, Senior, or Supervisory capacity
Associate's or Bachelor's degree in Information Technology, Computer Science, or a related field
Expert knowledge in troubleshooting and supporting Windows and macOS operating systems
Expert knowledge in troubleshooting and supporting Microsoft 365 (Exchange, SharePoint, Teams, OneDrive)
Expert knowledge in troubleshooting and supporting Google Workspace (Drive, Gmail, Docs, Sheets, Slides, Meet, Chat) and Google/Chrome OS
Expert knowledge in end-user networking (TCP/IP, Wi-Fi connectivity, VPN, Firewalls)
Expert knowledge in hardware diagnostics and repair (laptops, desktops, printers, monitors, cell phones)
ITIL Foundation, CompTIA A+, Desktop Support Technician or similar certifications
Demonstrated ability to motivate a team, delegate tasks effectively, and manage performance
Excellent verbal and written communication skills, with the ability to translate complex technical information for non-technical users
Strong analytical and diagnostic skills to quickly identify, troubleshoot, and resolve complex technical issues
Must have a valid Drivers License
Preferred
Network certifications are a plus (Aruba, CISCO)
A passion for helping others and a proven ability to manage challenging user situations with professionalism and empathy
Benefits
Annual performance bonuses
Affordable medical, dental and vision benefits for you and your family.
Company paid Life insurance, AD&D, Short- & Long-term Disability.
401(k) plan with employer contribution/match
An Employee Share Purchase Plan with contribution matching
Employee Assistance Program
Paid time off, paid sick time and holiday pay.
Company
Hudbay Minerals U.S. Business Unit
Hudbay is a copper-focused mining company with long-life operations and a world-class pipeline of copper growth projects in North and South America.
Tucson, Arizona, US
501-1000 employees
Funding
Current Stage
Late StageCompany data provided by crunchbase