IT Operations Lead

Role Overview

• Serve as the primary IT point of contact for all employees, managing helpdesk tickets, troubleshooting hardware/software issues, and ensuring timely resolution of support requests
• Administer and maintain core IT infrastructure including Windows/macOS endpoints, cloud services (Microsoft 365, Azure AD/Entra ID), networking equipment, and office A/V systems
• Manage user accounts, access permissions, and identity lifecycle (onboarding, offboarding, role changes) across all enterprise platforms
• Maintain hardware inventory, procurement, and asset lifecycle management for laptops, peripherals, and office equipment
• Monitor system health, uptime, and performance using observability and alerting tools
• Identify, design, and implement AI-driven automations to eliminate repetitive IT tasks (e.g., automated provisioning, self-service password resets, intelligent ticket routing, AI-powered knowledge bases)
• Leverage AI and scripting tools (PowerShell, Python, Bash, Power Automate, n8n, or similar) to build workflows that reduce manual intervention and accelerate response times
• Stay current with AI advancements in IT operations and proactively recommend tools and strategies to leadership
• Design, implement, and regularly test disaster recovery (DR) and business continuity plans, including backup strategies, failover procedures, and recovery time objectives
• Manage backup solutions across cloud and on-premises environments, ensuring data integrity and compliance with retention policies
• Implement and maintain security best practices including endpoint protection, MFA, conditional access policies, vulnerability patching, and security awareness training
• Conduct periodic security audits and risk assessments, remediating findings and documenting compliance posture
• Coordinate with external vendors and managed security providers as needed
• Lead and execute enterprise IT projects such as SaaS platform rollouts, infrastructure migrations, network upgrades, and system integrations
• Develop, document, and maintain IT policies, procedures, and standard operating procedures (SOPs) that scale with the organization
• Evaluate new technologies and vendor solutions, preparing business cases and recommendations for leadership
• Collaborate cross-functionally with Engineering, Product, Sales, and Operations to understand their technology needs and deliver solutions
• Manage IT budgets, vendor relationships, and software licensing to optimize cost and value

Requirements

• 5–8 years of experience in IT systems administration, IT operations, or a related technical role
• Strong hands-on experience with Microsoft 365 administration (Exchange Online, SharePoint, Teams, Entra ID/Azure AD)
• Proficiency in scripting and automation (PowerShell, Python, or Bash) with a proven track record of automating IT workflows
• Experience with endpoint management tools (Intune, JAMF, or similar MDM solutions)
• Solid understanding of networking fundamentals (DNS, DHCP, VPN, firewall configuration, TCP/IP)
• Demonstrated experience designing and testing disaster recovery and backup solutions
• Familiarity with security frameworks and best practices (CIS benchmarks, NIST, or ISO 27001)
• Excellent communication skills—able to translate complex technical concepts for non-technical stakeholders
• Diploma or degree in Information Technology, Computer Science, or a related field (or equivalent practical experience)

Tech Stack

• Azure
• Cloud
• DNS
• Jamf
• MacOS
• Python
• TCP/IP

Benefits

• Competitive company-paid benefits plan
• Generous professional development budget
• Volunteer and Life Days that make work/life balance easier to achieve
• Your birthday off (because we want you to celebrate)
• RRSP matching program through RBC