End User Support Lead

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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, 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.

Role

Title:

End User Support Lead

Reports To: IT Manager

Direct Reports: 2

Job Type: Full‑time, Regular

Location: Tucson, AZ (regional head office; periodic travel to satellite sites and project office in Yerington, NV – ~30%)

As the technical and managerial lead for the End User Support team, the role ensures exceptional, timely, and effective support to all employees, maintaining high user satisfaction and productivity across the head office and satellite sites.

• Supervise, mentor, and coach team members to foster a positive, collaborative environment.
• Monitor performance against SLAs and KPIs, implementing corrective actions as necessary.
• Schedule daily workloads, ticket queues, and incident prioritization to ensure equitable coverage.
• Identify training needs; conduct skills assessments; develop internal training resources.

• Serve as the final escalation point for complex Level 2/3 issues in hardware, software, OS, networking, and core business applications.
• Act as SME for desktop imaging, mobile device management (MDM), endpoint management, and helpdesk tools (Manage Engine, Service Now).
• Manage user account life‑cycle (onboarding, off‑boarding, access rights) in OKTA or equivalent identity systems.
• Maintain accurate inventory of all end‑user hardware and software assets.

• Develop, implement, and refine IT support policies, SOPs, and knowledge‑base documentation.
• Analyze recurring incidents and root causes; collaborate with Network, Security, and Shared Services to implement long‑term preventative solutions.
• Communicate with business stakeholders to anticipate support needs and deliver transparent change notifications.
• Ensure adherence to IT security standards throughout incident resolution and equipment deployment.

• Deploy new hardware, software, mobile devices, and peripherals; ensure proper account and shared‑drive configuration.
• Onboard and train new employees and contractors on IT equipment and applications.
• Schedule and apply patches, updates, and upgrades in line with corporate policies.
• Provide technical training on operating systems, desktop packages, printing, video conferencing, mobile communications, and standard applications.
• Monitor and enforce cybersecurity and software licensing compliance.

• 3‑5 years of IT Help Desk/Desktop Support experience, with 1‑2 years in a lead or supervisory role.
• Associate’s or Bachelor’s degree in IT, Computer Science, or related field.
• Expertise:
  Windows and macOS, Microsoft 365, Google Workspace, TCP/IP, Wi‑Fi, VPN, hardware diagnostics.
• Certifications:
  
  ITIL Foundation, CompTIA A+, Desktop Support Technician (or similar); network certifications (Aruba, CISCO) are a plus.
• Exceptional customer service,…