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Salary: CAD 120,870 - 163,530 / annual
Jobber is a SaaS platform helping small home service businesses (plumbers, painters, landscapers) manage quoting, scheduling, invoicing, and payments. The company has been recognized by Great Place to Work and named to Deloitte Canada's Technology Fast 50 and Globe and Mail's Canada's Top Growing Companies lists.
Reporting to the Director, IT & Operations, you will lead the IT Coordinator team and own three core areas: office and workplace experience, the help desk, and hardware lifecycle management. You are a player/coach—close enough to the work to identify inefficiencies and experienced enough to fix root causes rather than just symptoms.
Key responsibilities include:
- Leading and mentoring the IT Coordinator team, setting expectations, providing feedback, and developing people into more advanced roles
- Owning help desk health: response/resolution times, ticket volume trends, and support quality
- Partnering with Employee Experience to maintain office operations, meeting rooms, AV systems, and new-hire onboarding
- Managing company-wide standups and all-hands technical execution across multiple offices
- Coordinating with facilities and vendors on IT aspects of office moves and expansions
- Turning repeat tickets into systemic fixes through process changes, knowledge articles, self-serve flows, or AI automation
- Treating the knowledge base as a product and owning AI-assisted support channels
- Setting and reporting on service levels; using data to prioritize team effort
- Building a proactive hardware plan aligned with hiring pipeline; managing procurement, inventory, deployment, repair, and decommissioning end-to-end
- Managing hardware vendors, shipping partners, and budget optimization
- Sharing system administration responsibilities with IT Engineering across Okta, Jira, Google Workspace, Jamf, Slack, and Zoom
- Partnering with Director, IT & Operations and Manager, IT Engineering on strategy and priorities
- Redesigning team workflows as automation increases, growing coordinators into builders and analysts
You will be based in Edmonton or Vancouver, working 4 days per week in office with approximately 10% travel to other offices (Vancouver, Edmonton, Toronto, Kitchener-Waterloo).
Requirements:
- Proven experience running a help desk with ITSM/ITIL best practices, Jira, queue management, SLAs, and data-driven decision-making
- Experience leading a support team, including coaching, accountability, and difficult conversations; player/coach mentality
- Hands-on experience with hardware procurement, inventory, and lifecycle management for remote and hybrid workforces
- Experience with office-based IT and AV support, including meeting rooms and large-scale events
- Familiarity with Okta, Jira/Confluence, Google Workspace, Jamf, Slack, and automation tools (Zapier, n8n, Okta Workflows)
- Excellent communication and cross-functional partnership skills (People, Finance, Security)
- Openness to leading the shift to an AI-enabled service desk (prior experience not required)
- Ability to maintain a visible, approachable presence in Edmonton or Vancouver office 4 days/week and travel ~10%
Nice-to-have:
- Experience in a growing SaaS company
- macOS and Apple hardware at scale, Google Workspace, cloud-based MDMs like Jamf
- Vendor negotiation and IT budgeting experience
- Experience supporting a company through office moves, expansions, or major growth phases
