Manager, IT Operations

The role

The Manager, IT Operations will lead the IT Coordinator team to manage office and workplace experience, the help desk, and the hardware lifecycle. You will act as a player/coach to improve processes through automation and AI while supporting employees across various locations.

What you will do

• Partner with the Employee Experience team on office operations and new-hire onboarding.
• Own the technical side of company-wide standup and all-hands meetings.
• Coordinate with facilities, vendors, and building management on IT for office moves and expansions.
• Lead, coach, and mentor the IT Coordinator team.
• Manage help desk health, including response times, ticket volume, and support quality.
• Identify root causes of repeat tickets to implement process changes, knowledge articles, or AI automation.
• Manage the knowledge base as a product.
• Own the performance of AI-assisted support channels.
• Set and report on service levels using data.
• Ensure all employees have the right tools for in-office, hybrid, or remote work.

Required qualifications

• Experience running a help desk, including ITSM and ITIL best practices, Jira, queue management, and SLAs.
• Experience leading a support team, including coaching and accountability.
• Hands-on experience with hardware procurement, inventory, and lifecycle management.
• Experience with office-based IT and AV support.
• Comfort with Okta, Jira/Confluence, Google Workspace, Jamf, and Slack.
• Experience with automation tools like Zapier, n8n, or Okta Workflows.
• Excellent communication skills.
• Experience partnering with People, Finance, and Security.
• Openness and enthusiasm for an AI-enabled service desk.
• Ability to be a visible, approachable presence in Edmonton or Vancouver office 4 days a week.
• Ability to travel about 10% of the time to Vancouver, Edmonton, Toronto, and Kitchener-Waterloo.

Nice to have

• Experience in a growing SaaS company
• Experience with macOS and Apple hardware at scale, Google Workspace, and cloud-based MDMs like Jamf
• Experience with vendor negotiation and IT budgeting
• Experience supporting a company through an office move, expansion, or major growth phase

Benefits

• Extended health benefits package with fully paid premiums for body and mind
• Matching in RRSP, TFSA or FHSA
• Stock options
• Annual stipends for health and wellness
• Dedicated Talent Development team with access to coaching, learning, and leadership programs

About the company

Jobber helps small home service businesses transform how they deliver service through technology. The company provides tools to quote, schedule, invoice, and collect payments.