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. 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 .
The IT team is one of the most cross-functional teams at Jobber. Our mission is to support our entire team through technology and first-class customer service. 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. 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. Your team owns three things: office and workplace experience, the help desk, and the hardware lifecycle. The Manager, IT Operations will:
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. 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.
Share system administration responsibilities with IT Engineering across tools like Okta, Jira, Google Workspace, Jamf, Slack, and Zoom.
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.
Openness and enthusiasm to play a major role in our shift to an AI-enabled service desk. 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 with vendor negotiation and IT budgeting.
Experience supporting a company through an office move, expansion, or major growth phase.
We design our compensation to reflect each new hire's skills, experience against the complexity of the role, ensuring a fair and market-competitive salary. Our range is intentionally broad to support growth and long-term impact, with fully established hires typically starting around the midpoint. Base salary is just one part of a total compensation package that will include equity rewards, annual stipends for health and wellness, retirement savings matching, and an extended health package with fully paid premiums for body and mind. To support this, the role is open to candidates based in one of our hub cities: This role includes about 10% travel to our offices in Vancouver, Edmonton, Toronto, and Kitchener-Waterloo.

A dedicated Talent Development team and access to coaching, learning, and leadership programs to help you grow your career, reach your goals, and unlock your full potential.
To work with a group of people who are humble, supportive, and give a sh*t about our customers.
We are an equal opportunity employer, and we are committed to working with applicants requesting accommodation at any stage of the hiring process.

Job by job, we’re transforming the way service is delivered. Your lawn care provider, home cleaning service, plumber or painter could use Jobber to better connect with their customers, save time in the office, invoice faster, and get paid! We’re bringing tens of thousands of people together with technology to deliver billions of dollars a year in services to happy customers. Jobber exists to help make these small businesses successful, and when they’re successful we all win!

📌 RESPONSABLE DU SUPPORT IT OPÉRATIONNEL (H/F) (Edmonton)
🏢 Jobber
📍 Edmonton