Manager, IT Operations (AI)

Location: Hybrid in Canada, based in the Edmonton or Vancouver office four days per week, with about 10% travel to offices in Vancouver, Edmonton, Toronto, and Kitchener-Waterloo.

Salary: CAD 120,870–163,530 annually, with a midpoint of CAD 142,200.

Company

hirify.global is a SaaS company helping small home service businesses manage quoting, scheduling, invoicing, payments, and customer experiences through technology.

What you will do

• Lead the IT Coordinator team, provide coaching and escalation support, and improve team performance.
• Own workplace technology, meeting rooms, AV, onboarding setups, office moves, expansions, and company-wide standups.
• Manage help desk performance, including queue health, SLAs, response and resolution times, ticket trends, knowledge management, and support quality.
• Turn recurring support issues into process changes, knowledge articles, self-service flows, and AI automations, measuring their impact.
• Own hardware procurement, provisioning, shipping, inventory, repairs, reassignment, returns, reconciliation, and decommissioning.
• Manage vendors, shipping partners, budget, system administration responsibilities, and IT strategy with IT Engineering and other cross-functional teams.

Requirements

• Experience running a help desk using ITSM and ITIL best practices, Jira, queue management, SLAs, and ticket data analysis.
• Experience leading and coaching a support team, holding people accountable through difficult conversations, and working as a player/coach.
• 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, meeting rooms, and large-audience live events such as all-hands.
• Comfort with Okta, Jira or Confluence, Google Workspace, Jamf, Slack, and automation tools such as Zapier, n8n, or Okta Workflows.
• Excellent communication skills and experience partnering with People, Finance, and Security.
• Openness and enthusiasm for contributing to an AI-enabled service desk; previous experience is not required.
• Ability to work visibly and accessibly from the Edmonton or Vancouver office four days per week and travel about 10% of the time to hirify.global offices.

Nice to have

• Experience in a growing SaaS company.
• Experience with macOS, Apple hardware at scale, Google Workspace, and cloud-based MDMs such as Jamf.
• Experience with vendor negotiation and IT budgeting.
• Experience supporting an office move, expansion, or major growth phase.

Culture & Benefits

• Transparent, inclusive, collaborative, and innovative work environment.
• Extended health benefits with fully paid premiums for body and mind.
• Matching contributions through RRSP, TFSA, or FHSA, plus stock options.
• Talent development, coaching, learning, and leadership programs.
• Annual health and wellness stipends, retirement savings matching, and career development opportunities.
• Equal opportunity workplace committed to accommodation during the hiring process.