IT Field Operations Manager

Are you seeking a career opportunity within a rapidly expanding organization? CanadaOne Auto is a dynamic retail organization that is privately owned and headquartered in Edmonton with top-line sales revenue in the billions primed for substantial growth in the coming years. Over the past couple of years, CanadaOne Auto has undergone remarkable expansion, nearly doubling its presence with locations spread across Canada. Our strategic vision involves further growth through targeted acquisitions nationwide in the near future. Boasting a workforce of 3,500+ employees and with ambitious growth on the horizon, CanadaOne Auto is actively searching for an IT Field Operations Manager.
The IT Field Operations Manager plays a key role in supporting technology across a multi-location automotive retail network. This position is responsible for leading field technicians, ensuring dealership systems are running smoothly, managing ISP relationships, coordinating third-party dispatch for IT support, and overseeing end-user desktop support and deployment. From showroom to service bay, this role ensures that all dealership technology is reliable, secure, and optimized for business operations.

**WHAT YOU’LL GET**:
CanadaOne Auto will provide you the opportunity to contribute to a fast-growing company that provides a competitive salary, benefit plan, and the opportunity to grow your career in a supportive team-oriented environment. If working in a diverse team and having the ability to learn new skills while expanding your career path sounds like the role you have been searching for then submit your resume today
- Full-time employment
- Benefits

**MUST HAVES**:
Field Technician Support:

- Lead and support a team of regional field techs responsible for on-site IT support.
- Provide direction, training, and technical escalation support to ensure timely and high-quality service.
- Monitor ticket resolution times and performance metrics to drive operational efficiency.
- Coordinate with centralized Service Desk, IT Operations and Infrastructure for streamlined support delivery.

Dealership Technology & Desktop Support:

- Provide desktop support for dealership employees, including troubleshooting hardware/software issues and ensuring secure access to network resources.
- Oversee desktop, laptop, and peripheral deployments, including imaging, configuration, and asset tracking.
- Ensure proper operation and integration of in store technologies like camera and security systems, phone systems, paging systems, digital signage, kiosks, tablets, Wi-Fi, key machines, and POS systems (i.e. all networked equipment).
- Oversee installation, upgrades, and decommissions of hardware across new or existing locations.
- Coordinate, manage and track shipments of equipment to be used installed at dealerships

ISP Management:

- Coordinate internet cutovers, bandwidth upgrades, and network troubleshooting with vendors.

Third-Party Dispatch Management:

- Oversee dispatching of third-party IT vendors for break/fix, installations, and after-hours support.
- Ensure vendors adhere to company standards and SLAs.
- Manage onboarding, documentation, and compliance for external tech partners.

Cross-Functional Collaboration:

- Work closely with store General Managers, Service Managers, and Sales Directors to align IT priorities with business needs.
- Serve as liaison between field operations and corporate IT teams for rollouts and initiatives.
- Partner with security and compliance teams to uphold data protection and regulatory standards.

Qualifications:
Education & Experience:

- Bachelor’s degree in information technology, Computer Science, or related field (or equivalent experience).
- 5+ years of experience in IT field support or operations, preferably in automotive or multi-unit retail.
- 2+ years of team leadership or vendor management experience.

Technical Skills:

- Knowledge of dealership systems including DMS platforms (e.g., CDK, Reynolds & Reynolds).
- Proficiency in desktop support, workstation imaging, remote management, and software deployment.
- Familiarity with networking fundamentals and connectivity troubleshooting (LAN/WAN/Wi-Fi).
- Experience with ISP coordination, circuit design, and escalation management.

Soft Skills:

- Excellent communication and collaboration skills with both technical and non-technical teams.
- Highly organized with strong problem-solving and prioritization abilities.
- Willingness to travel regionally to support field teams and dealership locations.

Preferred Qualifications:

- Experience supporting automotive dealerships or service centers.
- IT certifications (e.g., CompTIA A+, Network+, ITIL Foundations).
- Familiarity with ticketing and endpoint management tools (e.g., ManageEngine, Autopilot, Intune).