Manager of IT Operations

Jobber; Edmonton, Toronto, Vancouver; Hybrid; CAD 90,000 - 130,000; Full time

Job summary

Jobber in Canada is seeking an experienced Manager, IT Operations to oversee the IT Coordinator team and deliver reliable technology and service desk support across Edmonton, Toronto, Vancouver and beyond. You'll drive automation, reduce ticket backlogs, and partner with facilities, People, and Security to ensure smooth operations, strong SLAs, and scalable hardware lifecycle management for all Jobberinos.

This role blends hands-on leadership with strategic planning, including budgeting, vendor

Qualifications

• Hands-on experience with hardware procurement, inventory, and lifecycle management.

Responsibilities

• Oversee IT Coordinators and act as escalation point for escalations, coaching, and removing blockers.

Skills

People leadership

Vendor negotiation

IT operations

ITIL practices

Communication

Cross-functional

Jira

Google Workspace

Jamf

Okta

Slack

Zoom

Automation

Hardware lifecycle

Tools

Jira

Google Workspace

Jamf

Slack

Zoom

Zapier

n8n

Okta Workflows

Okta

Job description

• The IT team is one of the most cross-functional teams at Jobber. We build the systems, offices, and processes that scale as we transform our industry
• Our mission is to support our entire team through technology and first-class customer service. We keep our systems ahead of the curve and are always finding better ways for Jobberinos to do their best work
• That includes you: through dedicated feedback, regular 1:1s, and endless learning opportunities, we want to accelerate your career too!
• Reporting to the Director, IT & Operations, the Manager, IT Operations will lead the IT Coordinator team, the people every Jobberino turns to when a laptop won't boot, a meeting room won't connect, or a new hire needs to be ready on day one
• We're growing fast, and we don't want our support team to grow at the same rate. Your mandate is to deliver a better experience to more Jobberinos without a matching increase in headcount
• That means fixing root causes, making self-serve genuinely good, and putting automation and AI to work on repeatable tasks, so your team spends its time where a human matters most
• You'll be the person on the ground who makes sure it all just works, for Jobberinos in Edmonton, Toronto, Vancouver, and everywhere in between
• Your team owns three things: office and workplace experience, the help desk, and the hardware lifecycle. You make sure all three run well at the same time
• Partner with the Employee Experience team to keep our offices running well, from meeting rooms and AV to new-hire onboarding days
• Own the technical side of company-wide standup and all-hands, so they run smoothly no matter which office is hosting or where people are joining from
• Coordinate with facilities, vendors, and building management on the IT side of office moves, expansions, and changes
• Lead the IT Coordinators who work the queue, as their point of escalation, coach, and the person who removes what's slowing them down
• Own the health of the help desk, including response and resolution times, ticket volume and trends, and the quality of the support experience
• Turn repeat tickets into fixes by finding the root cause and choosing the right remedy: a process change, a knowledge article, a self-serve flow, or an AI automation built with IT Engineering. Then measure whether it worked
• Treat the knowledge base as a product, since it's what both people and AI answer from
• Own the performance of our AI-assisted support channels: what they handle, how well, and when they hand off to a human
• Set and report on the service levels that matter, and use the data to decide where the team spends its time
• Make sure every Jobberino has the right tools, whether they're a new hire, returning from leave, a boomerang, a contractor, in office, hybrid, or remote
• Build a proactive hardware plan, working ahead of the hiring pipeline and using hiring data and automation to trigger provisioning, shipping, returns, and asset reconciliation
• Own inventory and asset tracking end to end, from purchase through deployment, repair, reassignment, and decommission
• Manage hardware vendors, shipping partners, and budget, and find the cost and time savings hiding in the current process
• Mentor and manage the IT Coordinator team by setting clear expectations, giving regular feedback, and growing people into the next step of their careers
• Partner with the Director, IT & Operations and the Manager, IT Engineering on IT strategy, priorities, and where the work should live
• Redesign how the team works as automation takes on more of the queue, growing coordinators into builders, analysts, and experienced owners, not just ticket-closers
• Share system administration responsibilities with IT Engineering across tools like Okta, Jira, Google Workspace, Jamf, Slack, and Zoom

• You're a player/coach: close enough to the work to spot what's slow or broken, and experienced enough to fix the process instead of just the ticket
• Hands-on experience with hardware procurement, inventory, and lifecycle management, including shipping to remote and hybrid employees
• Openness and enthusiasm to play a major role in our shift to an AI-enabled service desk.
• You don't need to have done it before.
• Experience with office-based IT and AV support, including meeting rooms and large-audience live events like all-hands
• Experience running a help desk, including ITSM and ITIL best practices, Jira, queue management, SLAs, and turning ticket data into decisions
• Comfort with our tech stack, such as Okta, Jira/Confluence, Google Workspace, Jamf, and Slack, plus automation tools like Zapier, n8n, or Okta Workflows
• Excellent communication skills, and experience partnering with People, Finance, and Security
• The ability to be a visible, approachable presence in our Edmonton or Vancouver office 4 days a week, and to travel about 10% of the time to our offices in Vancouver, Edmonton, Toronto, and Kitchener-Waterloo
• Experience leading a support team, including coaching people and holding them accountable through difficult conversations.
• You're a player/coach who sets direction and can still get your hands dirty when needed
• Experience in a growing SaaS company
• Experience with vendor negotiation and IT budgeting
• Experience with macOS and Apple hardware at scale, Google Workspace, and cloud-based MDMs like Jamf
• Experience supporting a company through an office move, expansion, or major growth phase