IT Operations Manager

The Role
Metalab ships products loved by billions worldwide, influencing how we work, live, and play. Chances are, you've interacted with many products we've helped shape. As IT Operations Manager, you’ll play a pivotal role in maintaining and enhancing the technology backbone that supports our team’s innovative work.

The IT Operations Manager is responsible for overseeing the procurement, administration, enhancement, and security of critical IT systems, with a strong emphasis on automation, process improvement, and maintaining a zero-trust architecture. The ideal candidate will have a deep understanding of identity management, SaaS application management, security best practices, and automating business processes using tools like Zapier, with scripting skills in Python or JavaScript to enhance the use of no-code platforms. This role ensures the efficient operation of IT systems while supporting internal teams with technical assistance and managing software/hardware assets.

Your Responsibilities

• Administer and improve Okta IAM with a focus on zero-trust.
• Manage SSO/SAML/OIDC integrations using BambooHR as the source of truth.
• Ensure role-based access and least privilege across applications.
• Oversee provisioning, onboarding, and access management for SaaS tools (Google Workspace, Okta, Slack, and Airtable).
• Manage access controls and ensure compliance with security policies.
• Lead IT help desk operations (average 2-5 requests per day), troubleshooting SaaS apps and macOS devices.
• Provide remote and asynchronous support to distributed teams.
• Communicate technical issues to both technical and non-technical users.
• Manage the lifecycle of software and hardware assets from procurement to license reclamation.
• Maintain an access control matrix ensuring least privilege.
• Oversee software and hardware procurement and device management (macOS + Kandji).
• Automate IT and business processes using Zapier and scripting (Python/JavaScript).
• Integrate and synchronize data across SaaS platforms via APIs.
• Balance security with user experience, applying security best practices.
• Lead incident response and manage security settings for IT infrastructure.
• Familiarity interfacing with common security frameworks (HIPAA, ISO 27001, SOC 2) and compliance management software like Drata.
• Ability to consult on contract language for ongoing projects to ensure internal compliance across client engagements.
• Manage and delegate to direct reports to ensure coverage across daily IT operations.
• Mentor direct reports to provide opportunities for growth and to offer ongoing feedback related to individual’s career paths.

The Must-Haves

• Strong experience managing IT help desk operations, providing remote support, and troubleshooting macOS and SaaS applications while effectively communicating with users of varying technical expertise.
• Experience in administering various SaaS tools and IAM platforms (Google Workspace, Okta, Slack, Figma, Miro, others).
• Ability to write and modify basic scripts in Python and/or JavaScript to enhance workflows and integrate APIs across platforms.
• Understanding of security best practices, incident response, and familiarity with compliance frameworks (HIPAA, ISO 27001, SOC 2), ensuring compliance across client engagements.
• Experience managing direct reports, delegating tasks, mentoring team members, and providing career development opportunities while ensuring daily operational coverage.

Compensation Philosophy

Pay Band: $50,000 CAD - $70,000 CAD

Our philosophy is simple: We hire people from all over the world. If you have the skills, strong wifi and excitement to work with us, we’d love to hear from you.

We’ve created a leveling and pay band framework that takes into consideration your location, skills, level of experience, market demands, and other relevant factors into consideration to determine your final compensation package.