Manager of IT Operations, Jobber

• 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
• Experience running a help desk, including ITSM and ITIL best practices, Jira, queue management, SLAs, and turning ticket data into decisions
• 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
• Hands-on experience with hardware procurement, inventory, and lifecycle management, including shipping to remote and hybrid employees
• Experience with office-based IT and AV support, including meeting rooms and large-audience live events like all-hands
• 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
• 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
• 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

Desirable

• 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