Senior Manager of IT Operations, Hootsuite
CA$122.3-171.3k
macOS
Linux
Okta
JIRA
Confluence
Atlassian
Active Directory
Expert level
Vancouver
Social media management tool
Be an early applicant
Social media management tool
1001+ employees
B2BEnterpriseInternal toolsMarketingContentAnalyticsSaaSSocial Media
Be an early applicant
CA$122.3-171.3k
macOS
Linux
Okta
JIRA
Confluence
Atlassian
Active Directory
Expert level
Vancouver
1001+ employees
B2BEnterpriseInternal toolsMarketingContentAnalyticsSaaSSocial Media
Company mission
To empower organizations to build trust and deepen relationships through the power of social.
Role
Who you are
- Broad and varied technology and product experience, including at least 8 years in a people-leadership capacity
- Knowledge and experience leading support for technology systems such as Active Directory, OKTA/SSO, remote access and global network connectivity for Mac, PC and Linux endpoints
- Pragmatic and results-oriented approach to problem solving and a proven track record of implementing new processes to achieve better results
- Hands-on experience with Jira Service Management (JSM) or a similar ITSM, and other Atlassian tools (Jira, Confluence, etc.)
- Proven experience and demonstrated success in technology leadership with an emphasis on SaaS information technology and helpdesk operations
- Proven ability to work with competing resources, budget limitations, and strong conflict management and problem-solving skills
- Previous work experience within an agile environment as well as deploying and managing technical projects in an Agile delivery methodology
- Accountability: holds self and others accountable to meet commitments
- Commitment to Results: consistently achieves results, demonstrating high performance, and challenging self and others to deliver results
- Customer Focus: demonstrates a desire to proactively help and serve internal/external customers to meet their needs
- Priority Setting: focuses time/energy on the most important issues/opportunities. Clearly understand how to assess the importance of tasks and decisions
- Process/Project Management: skilled at figuring out and managing the processes and timelines necessary to get work accomplished
- Inclusive Leadership: Builds inclusive, cohesive teams which apply diversity to achieve common goals
- Play to Win: Capably delivers results through others, is good at establishing clear direction, helping others achieve their best work
- Long Range Planning: Identifies key issues and relationships relevant to achieving a long-range goal or vision; Builds an integrated plan for course of action to accomplish this vision
- Enablement: Challenges and supports others to create results but also develop new capabilities. Successfully develops the capacity and capability of team and individuals on the team
- Solution seeker: You’re focused on tackling new challenges, solving problems, and moving the business forward—and you don’t wait to be asked
- Lifelong learner: You have a growth mindset – you’re here to learn, experiment, seek, apply, and provide feedback, share what works with your team, and move on from what doesn’t
- Resilient adapter: In the face of change and challenges, you bring a thoughtful, calm approach, and a focus on finding the new opportunity
- Intentional collaborator. You build positive working relationships across the business, bringing people together to foster new opportunities and to facilitate the efficient flow of information
- Critical challenger: You have the trust in your team to ask difficult questions in order to get to the best end result
- Active communicator: You listen actively and communicate ideas and information clearly, inclusively, and proactively
- Integrated thinker: You look beyond your role and responsibilities to understand how your team’s work drives broader organizational goals
- Accountable owner: You take pride in the work you’re responsible for with a mindset of ultimate accountability and reliability for the outcomes
- Bar-raiser: You step up to help your team grow and succeed, even when that means going beyond what might be expected
What the job involves
- We're looking for a Senior Manager, IT Operations to lead a world-class, agile team in building and implementing efficient, reliable systems and processes
- Reporting to the Vice President, you'll ensure the high availability, security, and performance of all IT infrastructure, driving continuous improvement through automation and comprehensive asset lifecycle management
- In this role, you'll also cultivate a thriving and productive environment for our global IT team by developing people, optimizing processes, overseeing the integrity of our hardware fleet, and participating in key cross-functional organizational projects
- Lead and manage a global IT Helpdesk and Infrastructure teams, handling all aspects of people management, including selection, coaching, performance reviews, and fostering a diverse and inclusive (DE&I) work environment
- Support the executive and senior leadership to develop a scalable global IT long term plan and strategy that addresses diverse business needs and geographical contexts
- Oversee global network systems and system administration to ensure the high availability, security, reliability, and performance of all Hootsuite IT infrastructure
- Implement a system, processes, and tools to effectively track and manage all IT hardware and assets, ensuring accurate inventory and timely hardware refreshes based on asset management data
- Develop and execute a comprehensive plan for managing the entire lifecycle of IT assets, including shipping, onboarding, repairs, upgrades, and offboarding of employee computers and peripherals
- Collaborate with the Group IT Security team to mitigate risks, implement daily security measures, and ensure all delivered projects meet high standards of security and quality
- Drive continuous improvement of the global IT Helpdesk and infrastructure support processes, focusing on automation, system integrations, and efficient on-call and escalation procedures to meet service level agreements (SLAs)
- Manage regional IT Helpdesk and infrastructure teams to ensure reliable service delivery and support, promoting a culture of accountability and continuous improvement aligned with efficiency goals
- Prepare and recommend annual operating and capital budgets, and provide regular financial forecasts and analysis to senior leadership
- Build strong, effective relationships and communication channels with business functions, internal technology teams, and product development groups to align IT services with business needs
- Define and champion key performance indicators (KPIs) and operational metrics, using them to present strategic insights and recommendations to executive leadership
- Select and manage external IT partners by evaluating offers, negotiating contracts, and organizing support workloads and SLAs to ensure effective external support
- Perform other related duties as assigned
Our take
Hootsuite is a leading social media management platform that’s been around since the early days of this now-ballooning online sector. With over 18 million customers, and used by over four fifths of the Fortune 1000, this giant is hugely competitive in the space.
Thought Hootsuite's plans for an IPO didn't survive the tough economic conditions of 2022 (like many of its peers, the company engaged in several rounds of layoffs), it has since reworked its leadership team to get back on course as the economy recovers.
Just like its acquisition of Sparkcentral saw the company expand into customer service, its more recent purchase of Talkwalker sees it integrate AI into its platform. The combined offering will supply businesses with a social media performance engine to turn insights into action, all fuelled by artificial intelligence.
Steph
Company Specialist at Welcome to the Jungle
Insights
Led by a woman
Top investors
-26% employee growth in 12 months
Company
Funding (last 2 of 4 rounds)
Sep 2014
$60m
SERIES D
Aug 2013
$165m
SERIES B
Total funding: $246.9m
Company benefits
- 100% coverage on mental health-related treatments in North America. Culturally appropriate trauma counselling services
- A company-wide Wellness Week between July 5 to 12 where we can all “unplug” together
- Accidental death and dismemberment (AD&D) Insurance
- Dental Insurance
- Disability Insurance
- Employee Assistance Program
- Gym / Wellness Reimbursement ($55 per month)
- Gym Discount
- Health Insurance
- Life Insurance
- Maternity Leave
- PTO (Vacation / Personal Days) - 20 days. After your two year anniversary, you get an additional two days each year until you reach thirty days (six weeks) at your sixth anniversary
- Paternity Leave
- Sick Time (for individual employee and family members)
- Bereavement Leave
- Business Travel Insurance
- Company Phones
- Fertility Assistance (Coverage for fertility treatments and gender affirmation surgeries)
- Immigration Assistance
- Phone Bill Reimbursement ($50 per month)
- Remote Work
- 401k
- Employee Discount
- Pet Friendly Workplace
- RRSP Matching
- Volunteer Time Off
Company HQ
South Main, Vancouver, BC
Leadership
Ryan Holmes
(Founder & Board Member)Previously founded interactive agency Invoke Media, served on the Board of Directors for Ariztia, and founded pre-seed fund LOI Venture.
Irina Novoselsky
(CEO)Previously Board Member at Lemonade and World Business Chicago, CEO at CareerBuilder and President at Novitex Enterprise Solutions.
Salary benchmarks
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