End User Support Lead en Hudbay

About Hudbay:

Hudbay (TSX, NYSE: HBM) is a copper-focused mining company with three long-life operations and a world-class pipeline of copper growth projects in tier-one mining-friendly jurisdictions of Canada, Peru and the United States.

Hudbay’s operating portfolio includes the Constancia mine in Cusco (Peru), the Snow Lake operations in Manitoba (Canada) and the Copper Mountain mine in British Columbia (Canada). Copper is the primary metal produced by the company, which is complemented by meaningful gold production. Hudbay’s growth pipeline includes the Copper World project in Arizona, the Mason project in Nevada (United States), the Llaguen project in La Libertad (Peru) and several expansion and exploration opportunities near its existing operations.

The value Hudbay creates and the impact it has is embodied in its purpose statement: “We care about our people, our communities and our planet. Hudbay provides the metals the world needs. We work sustainably, transform lives and create better futures for communities.” Hudbay’s mission is to create sustainable value and strong returns by leveraging its core strengths in community relations, focused exploration, mine development and efficient operations.

Mission:

To create sustainable value and strong returns by leveraging our core strengths in community relations, focused exploration, mine development and efficient operations.

Purpose of Role:

Reporting to IT Manager the End User Support Lead is responsible for the overall day-to-day operations and performance of the End User Support team (Help Desk/Desktop Support). This role ensures the team provides exceptional, timely, and effective technical support to all employees, maintaining high user satisfaction and productivity. The Lead acts as a technical expert, a first-line supervisor, and a driver of continuous service improvement. The role will support our head office located in Tucson, Arizona as well as our satellite site offices located 45 to 60 minutes southwest and east of Tucson, and our project office in Yerington, Nevada. Frequent travel (~30%) will be required to these sites.

This role will be located at the regional head office in Tucson, Arizona. (other Copper World Project locations)

Role Accountabilities:

Team Leadership and Management

• Supervision: Provide direction, leadership, coaching, and mentoring to the End User Support team members, fostering a positive and collaborative work environment.
• Performance: Monitor team performance against established Service Level Agreements (SLAs) and key performance indicators (KPIs), implementing corrective actions as necessary.
• Workload Management: Oversee daily team schedules, ticket queues, and workload distribution to ensure equitable coverage and prioritization of critical incidents.
• Training & Development: Identify training needs for the team, conduct skills assessments, and develop internal resources to elevate the team's technical and customer service abilities.

Technical Expertise and Escalation 

• Advanced Troubleshooting: Serve as the final escalation point for complex technical issues (Levels 2/3) related to hardware, software, operating systems, networking, and core business applications.
• SME: 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).
• System Administration: Oversee user account management (onboarding, offboarding, access rights) within OKTA or equivalent identity management systems.
• Asset Management: Ensure accurate tracking and inventory of all end-user hardware and software assets.

Process Improvement and Strategy

• Continuous Improvement: 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.
• Incident Reduction: 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.
• Stakeholder Communication: Maintain strong relationships with business unit leaders and stakeholders to anticipate support needs and communicate planned system changes or outages effectively.
• Security: Ensure the team adheres to all IT security standards and protocols during incident resolution and equipment deployment.

End User Support - Work with the end user support team (Helpdesk) to:

• 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.

Minimum Qualifications and Education:

• Experience: 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.
• Education: Associate’s or Bachelor’s degree in Information Technology, Computer Science, or a related field.
• Technical Skills: Expert knowledge in troubleshooting and supporting:
  • Windows and macOS operating systems.
  • Microsoft 365 (Exchange, SharePoint, Teams, OneDrive) 
  • Google Workspace (Drive, Gmail, Docs, Sheets, Slides, Meet, Chat) and Google/Chrome OS.
  • End-user networking (TCP/IP, Wi-Fi connectivity, VPN, Firewalls).
  • Hardware diagnostics and repair (laptops, desktops, printers, monitors, cell phones).
• Certifications: ITIL Foundation, CompTIA A+, Desktop Support Technician or similar. Network certifications are a plus (Aruba, CISCO).
• Exceptional Customer Service: A passion for helping others and a proven ability to manage challenging user situations with professionalism and empathy.
• Leadership: Demonstrated ability to motivate a team, delegate tasks effectively, and manage performance.
• Communication: Excellent verbal and written communication skills, with the ability to translate complex technical information for non-technical users.
• Problem-Solving: Strong analytical and diagnostic skills to quickly identify, troubleshoot, and resolve complex technical issues.
• Other: 
  • Must have a valid Drivers License.

NOTE: This job description is not intended to be all-inclusive. Employees may perform other related duties as needed to meet the ongoing needs of the organization.

Other Requirements:

Physical – The physical demands described here are representative of those that must be met by an employee to perform the essential functions of this job successfully. Reasonable accommodation may be made to enable individuals with disabilities to perform the essential functions.

While performing the duties of this job, the employee is regularly required to talk or hear. The employee frequently is required to stand; walk; sit; use hands to finger, handle or feel; and reach with hands and arms. The employee is occasionally required to climb or balance; stoop, kneel, crouch, or crawl; and taste or smell. The employee must regularly lift and/or move up to 10 pounds, frequently lift and/or move up to 25 pounds, and occasionally lift and/or move up to 50 pounds. Specific vision abilities may be required for this position.

Work Environment – The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job. Reasonable accommodation may be made to enable individuals with disabilities to perform the essential functions.

The work environment will necessitate work near moving mechanical parts and outside weather conditions such as hot and/or dry conditions. Work will be conducted in locations where noise, fumes, dust, toxic or caustic chemicals, and vibration may exist.

Employee will be expected to drive a company vehicle, rental vehicle and/or his/her own vehicle in the course of performing the job, Employee must be able to perform the physical functions of operating a motor vehicle, including use of eyes, ears, arms, hands, legs, and feet.  Employee must be able to prove that he/she has a current and valid driver's license.

Why Hudbay?

Hudbay is an Equal Opportunity Employer.  Candidates may be required to undergo educational and criminal background checks.  Chosen candidates will be required to successfully pass a physical and drug screening.