IT & Systems Lead

**IT & Systems Lead**:
**What we do**:
Darkhorse Analytics is an Edmonton-based consulting firm specializing in predictive analytics and data visualization. Our visualization team is internationally recognized for building custom interactive visualizations with a focus on impact and clarity. But our company first began with Darkhorse Emergency.

Darkhorse Emergency provides software and custom analytics for fire, EMS and police services to make data-driven decisions and better serve their communities. What began as a loose collection of Excel spreadsheets and Ph.D. thesis Matlab code has evolved into an ecosystem of database-driven web apps and best practices. We are now a fast-growing SaaS company working with clients to provide them with bespoke software and advisory services.

Darkhorse exists for two purposes: to create an impact on our clients and the community we live in, and to grow our team members. Whether you stay with us for a year or your entire career, you leave us better than you arrived, and you will make a difference here. We can't wait to see what you'll achieve.

**What you'll be doing**:
We're looking for a resourceful, proactive, and trustworthy IT & Systems Lead, our first dedicated IT hire, to take ownership of our well-established technology environment. Over the past decade, we've built a solid foundation with modern, best-in-class tools that our team loves using, and we need someone who gets excited about maintaining and evolving a leading-edge tech stack. This is a hands-on, high-impact role ideal for someone who thrives on autonomy, enjoys helping others, and knows the ins and outs of a Mac-based environment.

You'll inherit a mature, well-functioning IT infrastructure and be responsible for maintaining its excellence while scaling it for growth. You'll support the entire organization, from basic troubleshooting to long-term infrastructure planning. Think Tier 1 through Tier 3, systems architecture, security, device management, vendor selection—the full stack. If you love wearing many hats, solving problems proactively, and evolving an already strong tech foundation, we want to meet you.

This role requires exceptional integrity and judgment. You'll be entrusted with significant responsibility across our technology systems, and we need someone who understands the importance of that trust. Your ultimate goal? Build on what's working to create systems so intuitive and reliable that technology becomes invisible—everything just works, and people can focus on their mission.

**Key Responsibilities**:
**People & Support**
- Be the go-to person for all IT and systems needs across the company with outstanding customer service
- Approach every support request with patience, empathy, and genuine commitment to helping staff succeed
- Provide full-spectrum support: hardware, software, networking, security, and onboarding
- Manage complete employee lifecycle: equipment procurement, account provisioning, offboarding
- Build strong relationships across all teams to understand and proactively address technology needs

**Infrastructure & Systems**
- Own our Mac-first infrastructure with appropriate MDM and device management solutions
- Support Windows machines and prepare for future Linux environments
- Manage identity and access management across our modern SaaS stack
- Oversee our portfolio of collaboration and productivity tools
- Ensure 99.9% uptime for critical business systems

**Security & Compliance**
- Monitor and maintain security through compliance automation platforms
- Lead SOC 2 Type II compliance efforts across all managed devices
- Implement and maintain data backup, disaster recovery, and business continuity plans
- Coordinate access reviews and maintain the principle of least privilege
- Handle technical vendor relationships and licensing management

**Strategic Development**
- Evaluate and implement tools and systems that scale with the company
- Lead technology migration and transformation projects as we evolve our tool stack
- Manage complex technical transitions while maintaining business continuity
- Develop and document IT processes, best practices, and self-service resources
- Design and implement IT ticketing and workflow
- Partner with teams to improve workflows, reduce friction, and increase security
- Stay current with emerging technologies, particularly AI integrations in business tools

**What we look for**:
**Must-Haves**:

- 3-5 years of hands-on IT systems administration experience
- Deep experience in Mac-based environments with strong macOS administration skills
- Experience managing IT for 25-100 employee organizations
- Proven track record providing Tier 1-3 support and systems administration
- Experience with MDM, identity management, and cloud-based tools
- Strong troubleshooting skills and a systematic approach to problem-solving
- Exceptional customer service mindset — you genuinely enjoy helping others succeed
- High integrity, sound judgment, and ability