About this role
ROLE DESCRIPTION:
We’re looking for an IT Operations Administrator to own a core part of how Hootsuite owls receive IT support. In this role, you’ll work closely with the Global IT team and act as an escalation point on the service desk, owning the day-to-day administration of multiple core platforms, and building the automations that make IT run more effectively. The IT Operations Administrator will help operationalize Hootsuite’s AI transformation, administering and supporting the AI tools owls rely on.
WHAT YOU’LL DO:
Service Operations
• Act as an escalation point for the Helpdesk queue, resolving complex issues that junior team members escalate
• Own service quality outcomes for a defined area of the queue, contributing to the team’s overall SLA performance and ticket-quality improvement
• Build, configure, and deploy hardware and support the endpoint fleet, with the hands-on load weighted toward complex and project work
• Contribute to incident handling, including participation in escalations and follow-up
Platform and Systems
• Own day-to-day administration of multiple core platforms (identity and SSO, endpoint management, or IT service tooling), developing the depth that points toward a senior specialization
• Administer and support AI platforms and tooling, applying Hootsuite’s data-handling and governance standards
• Manage the identity lifecycle (joiner, mover, leaver) and access management across connected systems
• Build and maintain integrations, automations, and workflows that reduce manual effort
• Responsible for assigned platforms and the queue areas for approvals and routine configuration changes, escalating complex decisions or exceptions to the senior manager.
• Mentor juniors and co-ops as a day-to-day technical buddy, and help onboard new hires to bring them up to speed
• Document procedures and contribute to the knowledge base and service catalogue
• Contribute to ITIL-aligned process maturity across incident, request, and change
• Outline business requirements and shape more complex work into tickets, moving it through the agile workflow
• Participate in the global on-call rotation
• Perform other related duties as assigned
WHAT YOU’LL NEED:
• 3+ years of experience in IT operations, endpoint, or systems administration, ideally in a SaaS or distributed environment
• Working knowledge of identity and access management and SSO (Okta or equivalent)
• Working knowledge of endpoint management (Jamf Pro, Intune, or equivalent)
• Strong administration of Google Workspace and Google Admin
• Demonstrated depth in at least one area (identity, endpoint, or service management) and a clear interest in deepening it
• Familiarity with scripting and automation (Shell, Python, or PowerShell)
• Familiarity with ITIL or structured service management practices an asset
• Experience working in an agile environment
• ACMT, Jamf, or comparable certification an asset
• Problem Solv