Manager, IT Operations

We are 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.

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.

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.

Responsibilities:

• 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.
• 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.

Requirements:

• 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 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.

Nice to Have:

• 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: The role has a minimum annual salary of $120,870, a midpoint of $142,200, and a maximum salary of $163,530.