Who you are

• Broad and varied technology and product experience, including at least 8 years in a people-leadership capacity
• Knowledge and experience leading support for technology systems such as Active Directory, OKTA/SSO, remote access and global network connectivity for Mac, PC and Linux endpoints
• Pragmatic and results-oriented approach to problem solving and a proven track record of implementing new processes to achieve better results
• Hands-on experience with Jira Service Management (JSM) or a similar ITSM, and other Atlassian tools (Jira, Confluence, etc.)
• Proven experience and demonstrated success in technology leadership with an emphasis on SaaS information technology and helpdesk operations
• Proven ability to work with competing resources, budget limitations, and strong conflict management and problem-solving skills
• Previous work experience within an agile environment as well as deploying and managing technical projects in an Agile delivery methodology
• Accountability: holds self and others accountable to meet commitments
• Commitment to Results: consistently achieves results, demonstrating high performance, and challenging self and others to deliver results
• Customer Focus: demonstrates a desire to proactively help and serve internal/external customers to meet their needs
• Priority Setting: focuses time/energy on the most important issues/opportunities. Clearly understand how to assess the importance of tasks and decisions
• Process/Project Management: skilled at figuring out and managing the processes and timelines necessary to get work accomplished
• Inclusive Leadership: Builds inclusive, cohesive teams which apply diversity to achieve common goals
• Play to Win: Capably delivers results through others, is good at establishing clear direction, helping others achieve their best work
• Long Range Planning: Identifies key issues and relationships relevant to achieving a long-range goal or vision; Builds an integrated plan for course of action to accomplish this vision
• Enablement: Challenges and supports others to create results but also develop new capabilities. Successfully develops the capacity and capability of team and individuals on the team
• Solution seeker: You’re focused on tackling new challenges, solving problems, and moving the business forward—and you don’t wait to be asked
• Lifelong learner: You have a growth mindset – you’re here to learn, experiment, seek, apply, and provide feedback, share what works with your team, and move on from what doesn’t
• Resilient adapter: In the face of change and challenges, you bring a thoughtful, calm approach, and a focus on finding the new opportunity
• Intentional collaborator. You build positive working relationships across the business, bringing people together to foster new opportunities and to facilitate the efficient flow of information
• Critical challenger: You have the trust in your team to ask difficult questions in order to get to the best end result
• Active communicator: You listen actively and communicate ideas and information clearly, inclusively, and proactively
• Integrated thinker: You look beyond your role and responsibilities to understand how your team’s work drives broader organizational goals
• Accountable owner: You take pride in the work you’re responsible for with a mindset of ultimate accountability and reliability for the outcomes
• Bar-raiser: You step up to help your team grow and succeed, even when that means going beyond what might be expected

What the job involves

• We're looking for a Senior Manager, IT Operations to lead a world-class, agile team in building and implementing efficient, reliable systems and processes
• Reporting to the Vice President, you'll ensure the high availability, security, and performance of all IT infrastructure, driving continuous improvement through automation and comprehensive asset lifecycle management
• In this role, you'll also cultivate a thriving and productive environment for our global IT team by developing people, optimizing processes, overseeing the integrity of our hardware fleet, and participating in key cross-functional organizational projects
• Lead and manage a global IT Helpdesk and Infrastructure teams, handling all aspects of people management, including selection, coaching, performance reviews, and fostering a diverse and inclusive (DE&I) work environment
• Support the executive and senior leadership to develop a scalable global IT long term plan and strategy that addresses diverse business needs and geographical contexts
• Oversee global network systems and system administration to ensure the high availability, security, reliability, and performance of all Hootsuite IT infrastructure
• Implement a system, processes, and tools to effectively track and manage all IT hardware and assets, ensuring accurate inventory and timely hardware refreshes based on asset management data
• Develop and execute a comprehensive plan for managing the entire lifecycle of IT assets, including shipping, onboarding, repairs, upgrades, and offboarding of employee computers and peripherals
• Collaborate with the Group IT Security team to mitigate risks, implement daily security measures, and ensure all delivered projects meet high standards of security and quality
• Drive continuous improvement of the global IT Helpdesk and infrastructure support processes, focusing on automation, system integrations, and efficient on-call and escalation procedures to meet service level agreements (SLAs)
• Manage regional IT Helpdesk and infrastructure teams to ensure reliable service delivery and support, promoting a culture of accountability and continuous improvement aligned with efficiency goals
• Prepare and recommend annual operating and capital budgets, and provide regular financial forecasts and analysis to senior leadership
• Build strong, effective relationships and communication channels with business functions, internal technology teams, and product development groups to align IT services with business needs
• Define and champion key performance indicators (KPIs) and operational metrics, using them to present strategic insights and recommendations to executive leadership
• Select and manage external IT partners by evaluating offers, negotiating contracts, and organizing support workloads and SLAs to ensure effective external support
• Perform other related duties as assigned

Benefits

• 100% coverage on mental health-related treatments in North America. Culturally appropriate trauma counselling services
• A company-wide Wellness Week between July 5 to 12 where we can all “unplug” together
• Accidental death and dismemberment (AD&D) Insurance
• Dental Insurance
• Disability Insurance
• Employee Assistance Program
• Gym / Wellness Reimbursement ($55 per month)
• Gym Discount
• Health Insurance
• Life Insurance
• Maternity Leave
• PTO (Vacation / Personal Days) - 20 days. After your two year anniversary, you get an additional two days each year until you reach thirty days (six weeks) at your sixth anniversary
• Paternity Leave
• Sick Time (for individual employee and family members)
• Bereavement Leave
• Business Travel Insurance
• Company Phones
• Fertility Assistance (Coverage for fertility treatments and gender affirmation surgeries)
• Immigration Assistance
• Phone Bill Reimbursement ($50 per month)
• Remote Work
• 401k
• Employee Discount
• Pet Friendly Workplace
• RRSP Matching
• Volunteer Time Off