Senior Manager, IT Operations

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.

• 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…