Manager, IT Operations

The role

Responsibilities

• Coordinate office IT, meeting rooms, AV, onboarding days, all-hands, and IT aspects of office moves and expansions.
• Lead IT Coordinators and own help desk performance, service levels, ticket trends, and support quality.
• Resolve repeat tickets through root-cause fixes, process changes, knowledge articles, self-service, and AI automation; measure results.
• Own the knowledge base and AI-assisted support channel performance, including handoffs to people.
• Plan employee tooling and hardware provisioning, shipping, returns, inventory, asset reconciliation, repair, reassignment, and decommissioning.
• Manage hardware vendors, shipping partners, and budgets, and identify process savings.
• Mentor and manage the team, set expectations, provide feedback, and develop employees.
• Partner with IT leadership on strategy and priorities; share system administration with IT Engineering across workplace tools.
• Redesign team workflows as automation expands, developing coordinators into builders, analysts, and owners.

Qualifications

• Help desk experience including ITSM, ITIL practices, Jira, queue management, SLAs, and ticket-data analysis.
• Support team leadership experience, including coaching, accountability, and hands-on player/coach work.
• Hands-on hardware procurement, inventory, and lifecycle management, including shipping to remote and hybrid staff.
• Office IT and AV support experience, including meeting rooms and large live events.
• Comfort with Okta, Jira/Confluence, Google Workspace, Jamf, and Slack; automation tools may include Zapier, n8n, or Okta Workflows.
• Excellent communication and experience partnering with People, Finance, and Security.
• Enthusiasm for an AI-enabled service desk; prior AI service desk experience is not required.
• Able to work from the Edmonton or Vancouver office four days weekly and travel about 10% to company offices.

Additional preferred experience

• Growing SaaS company experience is a plus.
• Experience with macOS, Apple hardware at scale, and cloud-based MDMs such as Jamf is a plus.
• Vendor negotiation, IT budgeting, and office move or growth-phase experience are advantageous.

Compensation

• Annual salary range is $120,870–$163,530, with a midpoint of $142,200.
• Total compensation may include equity, health and wellness stipends, retirement matching, and extended health coverage.

Benefits and development

• Benefits include health coverage, retirement savings matching, stock options, and professional development and coaching programs.

About Jobber