Manager, IT Operations
Jobber · Edmonton · hybrid
DO YOU LOVE KEEPING PEOPLE, OFFICES, AND GEAR RUNNING SMOOTHLY?
Then Jobber might be the place for you! We're looking for a Manager, IT Operations to be part of our Operations department.
Jobber exists to help people in small businesses be successful. We work with small home service businesses, like your local plumbers, painters, and landscapers, to transform the way service is delivered through technology. With Jobber they can quote, schedule, invoice, and collect payments from their customers while providing an easy and professional customer experience. Running a small business today isn't like it used to be—the way we consume and deliver service is changing rapidly, technology is evolving, and customers expect more. That's why we put the power and flexibility in their hands to run their businesses how, where, and when they want!
Our culture of transparency, inclusivity, collaboration, and innovation has been recognized by Great Place to Work, Canada's Most Admired Corporate Cultures, and more. Jobber has also been named on the Globe and Mail's Canada's Top Growing Companies list, and Deloitte Canada's Technology Fast 50™, Enterprise Fast 15, and Technology Fast 500™ lists. With an Executive team that has over thirty years of industry experience of leading the way, we've come a long way from our first customer in 2011—but we've just scratched the surface of what we want to accomplish for our customers https://www.youtube.com/watch?v=EkfZmHrRLx4&list=PLoktA_D-2UEnxMLfCe93bANKXVXd2bdN8&index=24.
The Team:
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!
The Role:
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. 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.
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.
This role is based in our Edmonton or Vancouver office, 4 days a week, with about 10% travel to our other offices. Our offices are where much of this work happens: meeting rooms, new-hire setups, company-wide standup, and a steady flow of hardware coming in and going out. 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.
The Manager, IT Operations will:
- 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.
To be successful, you should have:
- 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.
It would be really great (but not a deal-breaker!) if you had:
- Experience in a growing SaaS company.
- Experience with macOS and Apple hardware at scale, Google Workspace, and cloud-based MDMs like Jamf.
- Experience with vendor negotiation and IT budgeting.
- Experience supporting a company through an office move, expansion, or major growth phase.
Compensation:
At Jobber, we believe that compensation should be transparent, fair, and reflective of your experience and growth. This role has a minimum annual salary of $120,870, a midpoint of $142,200, and a maximum salary of $163,530, designed to show the progression from learning the ropes to truly excelling.
We design our compensation to reflect each new hire's skills, experience against the complexity of the role, ensuring a fair and competitive salary. Our range is intentionally broad to support gr