IT Operations Manager

Jobber

. Lead the IT Coordinator team as player/coach, escalation point, and process improver .

Posted 10/23/2026full-timeEdmonton • CanadaMid-LevelSenior💰 CA$120,870 - CA$163,530 per yearWebsite

Core Competencies

Role fit

Core Competencies

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Demonstrates expertise in leading IT support teams, managing help desk operations, and implementing process improvements through data-driven decision-making. Proficient in hardware lifecycle management and fostering collaboration across departments to enhance employee experience and operational efficiency.

Highest-signal resume keywords

Help Desk ManagementITSM and ITIL Best PracticesHardware Procurement and Lifecycle ManagementOkta, Jira, Google Workspace, JamfVendor Negotiation and IT Budgeting

ATS Keywords

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Applicant Tracking System Keywords

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Hard Skills

Help Desk ManagementITSMITILHardware ProcurementInventory ManagementLifecycle ManagementAV SupportData AnalysisAutomation ToolsCloud-Based MDMs

Soft Skills

Excellent CommunicationCoaching and MentoringProblem-SolvingCollaborationAdaptability

Tools & Technologies

OktaJiraGoogle WorkspaceJamfSlackZoomZapierN8nAI Automation Tools

Industry Keywords

SaaSOffice MovesEmployee ExperienceService LevelsTicket Data Analysis

Tech Stack

Tools & technologies

CloudITSMJamfMacOS

About the role

Key responsibilities & impact

Lead the IT Coordinator team as player/coach, escalation point, and process improver
Partner with Employee Experience to maintain offices, meeting rooms, AV, and new-hire onboarding
Own the technical side of company-wide standups and all-hands events
Coordinate IT requirements for office moves, expansions, and changes with facilities, vendors, and building management
Own help desk health, including response and resolution times, ticket volume, trends, and support quality
Identify root causes and convert repeat tickets into process changes, knowledge articles, self-service flows, or AI automations
Treat and maintain the knowledge base as a product for employees and AI
Own performance of AI-assisted support channels and human handoffs
Set and report on service levels and use data to prioritize team work
Ensure employees have the right tools across onboarding, leave returns, contractor, office, hybrid, and remote scenarios
Build proactive hardware provisioning, shipping, returns, and asset-reconciliation plans using hiring data and automation
Manage inventory and asset tracking through purchase, deployment, repair, reassignment, and decommissioning
Manage hardware vendors, shipping partners, and budget while identifying cost and time savings
Mentor and manage IT Coordinators through expectations, feedback, and career development
Partner with IT leadership on strategy, priorities, and work ownership
Redesign team operations as automation expands, developing coordinators into builders, analysts, and owners
Share system administration responsibilities across Okta, Jira, Google Workspace, Jamf, Slack, and Zoom

Requirements

What you’ll need

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
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 Okta, Jira/Confluence, Google Workspace, Jamf, Slack, and automation tools such as 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 an AI-enabled service desk
Ability to be present in the Edmonton or Vancouver office 4 days a week
Ability to travel about 10% of the time to offices in Vancouver, Edmonton, Toronto, and Kitchener-Waterloo
Experience in a growing SaaS company (preferred)
Experience with macOS and Apple hardware at scale, Google Workspace, and cloud-based MDMs like Jamf (preferred)
Experience with vendor negotiation and IT budgeting (preferred)
Experience supporting a company through an office move, expansion, or major growth phase (preferred)
Legally entitled to work in Canada
Successful completion of a background check

Benefits

Comp & perks

Equity rewards and stock options
Annual health and wellness stipends
Retirement savings matching in RRSP, TFSA or FHSA
Extended health package with fully paid premiums for body and mind
Dedicated Talent Development team
Career coaching, learning, and leadership programs
Opportunities for career development
Fully covered pre-approved travel expenses for an in-person interview
Inclusive work environment and equal opportunity employer
Accommodation support during the hiring process