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About the Role

This is a newly created player-manager role where you will be hands-on daily, resolving tickets, managing endpoints, and supporting approximately 200 users across the US and Canada. You will also own strategy, stakeholder relationships, and IT direction for the region, including reviewing processes, integrating new systems, and driving automation. You will line-manage the Los Angeles IT Manager, represent North America on the global IT leadership team, and work with the business to implement the company's AI strategy.

Responsibilities

Provide direct technical support to NA users, resolving helpdesk tickets, troubleshooting hardware and software issues, and maintaining a high standard of service.
Manage the macOS device estate for NA users, configuring and deploying endpoints via Jamf, enforcing global policies, and maintaining a secure and compliant device fleet.
Own the onboarding and offboarding lifecycle across NA, including device provisioning, account setup, access management, and hardware logistics.
Administer and support core SaaS platforms like Google Workspace, Microsoft 365, Okta, and Slack.
Maintain endpoint security and compliance standards across the region through patch management, Jamf policy enforcement, and access reviews.
Audit existing IT processes across the NA region to identify inefficiencies and opportunities for standardization.
Design and implement automated solutions to reduce manual effort and document them in a shared knowledge base.
Lead the integration of new systems into the NA technology stack, evaluating fit, managing implementation, and ensuring secure connections and adoption.
Own and evolve the IT strategy for NA, setting priorities, identifying improvements, and ensuring the regional function scales effectively.
Line-manage the IT Manager in Los Angeles, setting expectations, providing guidance, and developing their capabilities.
Act as the senior IT partner for NA business leaders, building trusted relationships and translating operational needs into technology priorities.
Represent NA within the global IT leadership team, contributing to cross-regional strategy.
Work with NA business leaders to implement the company's AI strategy, identifying opportunities to embed AI tools into workflows and supporting adoption.
Manage the NA IT budget and vendor relationships, balancing cost efficiency with service quality.

Requirements

7+ years in IT roles, with experience at both a hands-on and senior level.
Proven track record of leading IT teams and developing people.
Experience owning IT strategy and driving meaningful change across a region or organisation.
Strong grasp of the Apple/macOS ecosystem; Jamf administration experience.
Demonstrable experience reviewing IT processes and implementing automation or workflow improvements.
Experience integrating new systems or tools into an existing technology stack.
Solid working knowledge of Google Workspace, Microsoft 365, and Okta.
Experience working with business stakeholders on technology adoption, including emerging tools such as AI.
Budget ownership and vendor management experience.
Highly credible with senior business stakeholders, able to communicate technology in business terms.
Experience managing a helpdesk queue and working to SLAs.
Background in creative, media, or agency environments (Nice to have).
Hands-on experience implementing or scaling AI tools across a business (Nice to have).
Familiarity with IT governance or security frameworks (ISO 27001, SOC 2, NIST) (Nice to have).
Experience managing IT through periods of growth or organizational change (Nice to have).
Experience with workflow automation platforms (e.g. Okta Workflows, Zapier, Make) (Nice to have).
Relevant certifications (ITIL, Jamf 300, or equivalent) (Nice to have).

Skills

Jamf administration
Google Workspace
Microsoft 365
Okta
macOS
AI strategy implementation
IT strategy
Automation
Workflow improvements
System integration
Budget management
Vendor management
Helpdesk management
SLAs
IT governance
Security frameworks
Workflow automation platforms

Location

North America (NA)
US
Canada
Los Angeles

Work Type

Hybrid work models
Flexible hours
Work from anywhere policy

Experience Level

Senior IT professional
7+ years in IT roles
Hands-on experience
Senior level experience
Leading IT teams
Developing people
Owning IT strategy
Driving meaningful change

Benefits

Generous vacation starting at 3 weeks + 1 extra week during the summer and over the holidays
Agency summer days
Modern, open co-working spaces with coffee & snack bars
Dogs allowed
Dedicated private wellness room (in select offices)
Regular team social events
In-house learning & development sessions
Annual career and growth conversations
Access to internal network of opportunities across all agencies
Focus on developing and recruiting BIMPOC Talent
Internal EDI group(s), programs & initiatives
Flexible benefits to support individual lifestyle and life stage
Access to a personal wellness spending account
Comprehensive mental health support
Access to a virtual mental health therapy clinic
Access to health clinicians 24/7
Holistic array of other health and wellness resources

About the Company

We Are Social is a global social media agency with offices across North America (NA), EMEA, and APAC.
We are the first, largest, most awarded socially-led creative agency in the world, connecting you to 1,300+ like-minded professionals around the world.
An innovative and entrepreneurial work environment that promotes ingenuity and individuality.
We’re part of the Plus Company - the Entrepreneurial Network!
Plus Company is a unique partnership of forward-thinking creative agencies.
Together with Plus Company agencies, we use our collective strengths to form bespoke, innovative and integrated teams that deliver a positive impact on your business.

Equal Opportunity

We are an equal opportunity employer and do not discriminate based on age, colour, ability, national origin, race, religion, sex, or sexual orientation.
Embracing difference is what makes We Are Social what it is.
We pride ourselves on our inclusive and accessible workplace.
If you need any accommodations during the interview process to make it work for you, let us know.