Job opportunity
Manager of IT Operations
Jobber
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
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Apply on source site 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
#J-18808-Ljbffr