Manager, Global IT Support & Operations
Job in
Toronto, Ontario, M5A, Canada
Listing for:
Lyft
Full Time
position
Listed on 2026-01-12
Job specializations:
-
IT/Tech
IT Support, HelpDesk/Support
Job Description & How to Apply Below
At Lyft, our purpose is to serve and connect. We aim to achieve this by cultivating a work environment where all team members belong and have the opportunity to thrive.
We believe that our people are our greatest asset, and the technology that supports them is crucial to our success. Within Corporate Engineering, IT, Privacy and Security teams, we’re focused on partnering with our business customers and stakeholders to elevate their impact to game-changing status. Our strategic initiatives, formulated through our customer-obsession culture, deliver the technology they need to increase their velocity and impact.
We are seeking an experienced IT Support Manager to lead our critical international helpdesk support operations. This role is pivotal in delivering world-class technical support and service to Lyft's corporate environment across our Canadian, EMEA, and APAC regions. We are looking for a strategic, customer-obsessed leader who excels at process improvement, cultivating strong stakeholder relationships, and fostering a culture of trust and excellence.
If you are a candidate who has the vision of what could be, who has the ability to cultivate relationships, and has a belief in driving impact, then you may be the ideal person for this position. We are committed to building a diverse and inclusive team and encourage applications from candidates of all backgrounds.
Responsibilities:
Lead international IT support operations for our Canadian, EMEA, and APAC regions, ensuring timely and effective resolution of technical issuesProvide specialized, high-level support for complex enterprise-level issues, serving as a key escalation point for the global helpdeskDrive the successful resolution of complex technical incidents, minimizing downtime, ensuring business continuity, and maintaining high customer satisfactionAct as a key driver in project management; help define, design, and execute initiatives that align with business needs and have a broad organizational impactUtilize data analytics to track support performance, identify trends, and implement process optimizations to improve service deliveryEstablish and maintain strong relationships with cross-functional teams and stakeholders, serving as a trusted IT advisorCommunicate effectively during critical incidents, providing clear, timely updates to stakeholders and ensuring all concerns are addressedHelp define technical roadmaps based on business needs and lead key support projects from idea to executionMentor and guide junior support staff, enhancing their technical skills and contributing to the overall capability of the IT support team.Experience:
8+ years of experience in IT support, helpdesk operations, or a related field, preferably with exposure to international/global operationsIn-depth technical knowledge of enterprise systems and applications, with the ability to provide specialized, advanced supportStrong expertise in ITSM processes, particularly Incident, Problem, and Change managementProven project management skills, with experience managing multiple IT projects and aligning them with business objectivesProficient in using data and analytics to drive insights, track performance, and improve service deliveryAn empathetic, customer-obsessed style and a deep, demonstrated commitment to fostering trust and a positive, service-oriented cultureExcellent communication and stakeholder management skills, with the ability to serve as a trusted advisor across departmentsAdvanced understanding of security and networking principlesSolid critical thinking and problem-solving skillsChampion AI and automation initiatives, identifying opportunities to leverage generative AI for process optimization and a commitment to continuous improvementBenefits:
Extended health and dental coverage options, along with life insurance and disability benefitsMental health benefitsFamily building benefitsChild care and pet benefitsAccess to a Lyft funded Health Care Savings AccountRRSP plan to help save for your futureIn addition to provincial observed holidays, salaried team members are covered under Lyft's flexible paid time off policy. The policy allows team…
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