IT Operations Administrator

Role overview

Hootsuite is hiring an IT Operations Administrator to take ownership of a key part of internal IT support. In this position, you will partner with the Global IT team, serve as an escalation contact for the service desk, manage the daily administration of several core platforms, and create automations that improve how IT operates. You will also support the company’s AI transformation by administering and maintaining the AI tools employees use, while applying Hootsuite’s standards for data handling and governance.

What you will do

• Serve as an escalation point for the Helpdesk queue and resolve complex issues escalated by junior teammates.
• Take responsibility for service quality in a defined part of the queue and help improve team SLA performance and ticket quality.
• Set up, configure, and deploy hardware while supporting the endpoint fleet, with most hands-on work focused on complex and project-based tasks.
• Assist with incident response, including escalations and follow-up actions.
• Handle the day-to-day administration of core platforms such as identity and SSO, endpoint management, and IT service tools, building deeper expertise toward a senior specialty.
• Administer and support AI platforms and related tools in line with company governance and data-handling requirements.
• Oversee the identity lifecycle across joiner, mover, and leaver processes, along with access management across connected systems.
• Create and maintain integrations, automations, and workflows that reduce manual work.
• Own assigned platforms and approval or routine configuration queues, escalating exceptions and complex decisions to senior management when needed.
• Coach junior staff and co-ops in day-to-day technical work and help onboard new hires.
• Document processes and add to the knowledge base and service catalogue.
• Support ITIL-aligned improvements across incident, request, and change management.
• Translate business needs into well-formed tickets and help move complex work through an agile workflow.
• Take part in the global on-call rotation.
• Carry out other related duties as assigned.

What you need

• At least 3 years of experience in IT operations, endpoint administration, or systems administration, preferably in a SaaS or distributed setting.
• Practical knowledge of identity and access management and SSO tools such as Okta or similar platforms.
• Practical knowledge of endpoint management tools such as Jamf Pro, Intune, or equivalent solutions.
• Strong administration experience with Google Workspace and Google Admin.
• Proven depth in at least one area such as identity, endpoint, or service management, with interest in developing further specialization.
• Working familiarity with scripting and automation using Shell, Python, or PowerShell.
• Exposure to ITIL or other structured service management practices is considered an advantage.
• Experience working in an agile environment.
• ACMT, Jamf, or a similar certification is an asset.
• Strong problem-solving skills with an organized, logical approach to diagnosing root causes.
• Customer-focused mindset with a willingness to support internal and external users effectively.
• Clear written and verbal communication skills, with active listening and clarifying questions.
• Strong collaboration skills and the ability to work with others toward shared outcomes.
• Personal accountability and follow-through on commitments.

Who you are

• You are a proactive problem solver who likes taking on new challenges and helping move the business forward.
• You learn continuously, experiment, apply feedback, and share what works with your team.
• You stay calm and adaptable when priorities change or challenges arise.
• You build strong working relationships and help information move efficiently across the business.
• You are willing to ask difficult questions when needed to reach the best result.
• You communicate clearly, inclusively, and proactively while listening carefully.
• You think beyond your own responsibilities and understand how your work supports broader company goals.
• You take ownership of your work and can be relied on to deliver results.
• You are willing to step up and support your team’s success beyond the expected scope.

Compensation and other information

The pay range for this role in Canada is CAD 68,400 to CAD 95,800 per year.

Accommodation will be provided to candidates as needed during all parts of the hiring process.

Hootsuite uses artificial intelligence tools during recruitment to help with screening, assessment, and interview feedback summaries. Final hiring decisions are made by human reviewers using professional judgment alongside the AI outputs. Additional details are available in the company careers privacy policy.

Guiding principles

Hootsuite’s six guiding principles are part of the way the company works: Step Up; One Team; Customer Obsessed; Go Fast, Be Agile; Play to Win; and Neighbours & Allies. These values emphasize inclusion, speed, customer focus, accountability, and community impact.