Role overview

Jobber is seeking a Manager, IT Operations to lead the IT Coordinator team and oversee all aspects of workplace technology support across multiple office locations. As a company that helps small home service businesses manage their operations through software, Jobber has been recognized as a Great Place to Work and is growing rapidly across Canada.

Key responsibilities

Lead the IT Coordinator team as their escalation point, coach, and mentor while removing obstacles that slow their work.
Partner with the Employee Experience team to maintain office operations, including meeting rooms, audiovisual systems, and new-hire onboarding setups.
Manage the help desk function by monitoring and improving response times, resolution times, ticket volume, and overall support quality.
Identify root causes of recurring tickets and implement solutions through process improvements, knowledge articles, self-serve tools, or AI automation working with IT Engineering.
Oversee the complete hardware lifecycle including provisioning, deployment, repair, reassignment, and decommissioning across all office locations.
Manage hardware vendors, shipping partners, and budget while building proactive hardware plans aligned with hiring pipelines.
Establish and track service levels that matter, using data to guide team priorities and ensure every employee has the right tools regardless of work arrangement.
Mentor and develop IT Coordinators by setting expectations, providing feedback, and growing team members into more advanced roles.
Collaborate with the Director of IT & Operations and Manager of IT Engineering on strategy and system administration across tools like Okta, Jira, Google Workspace, Jamf, Slack, and Zoom.

Requirements

Proven experience running a help desk with knowledge of ITSM, ITIL best practices, Jira, queue management, and SLAs.
Experience leading and coaching a support team through both positive feedback and difficult conversations while holding accountability.
Demonstrated ability to work hands-on while managing strategically, combining technical knowledge with process improvement capability.
Track record of using ticket data and metrics to make decisions and drive operational improvements.

What makes this role worth considering

This position is based in either the Edmonton or Vancouver office with 4 days per week on-site and approximately 10% travel to other offices. You’ll work with a cross-functional IT team that prioritizes scaling systems and processes while supporting employee success through learning opportunities and regular one-on-one development.