Manager, Global IT Support & Operations

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 issues
• Provide specialized, high-level support for complex enterprise-level issues, serving as a key escalation point for the global helpdesk
• Drive the successful resolution of complex technical incidents, minimizing downtime, ensuring business continuity, and maintaining high customer satisfaction
• Act as a key driver in project management; help define, design, and execute initiatives that align with business needs and have a broad organizational impact
• Utilize data analytics to track support performance, identify trends, and implement process optimizations to improve service delivery
• Establish and maintain strong relationships with cross-functional teams and stakeholders, serving as a trusted IT advisor
• Communicate effectively during critical incidents, providing clear, timely updates to stakeholders and ensuring all concerns are addressed
• Help define technical roadmaps based on business needs and lead key support projects from idea to execution
• Mentor 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 operations
• In-depth technical knowledge of enterprise systems and applications, with the ability to provide specialized, advanced support
• Strong expertise in ITSM processes, particularly Incident, Problem, and Change management
• Proven project management skills, with experience managing multiple IT projects and aligning them with business objectives
• Proficient in using data and analytics to drive insights, track performance, and improve service delivery
• An empathetic, customer-obsessed style and a deep, demonstrated commitment to fostering trust and a positive, service-oriented culture
• Excellent communication and stakeholder management skills, with the ability to serve as a trusted advisor across departments
• Advanced understanding of security and networking principles
• Solid critical thinking and problem-solving skills
• Champion AI and automation initiatives, identifying opportunities to leverage generative AI for process optimization and a commitment to continuous improvement

Benefits:

• Extended health and dental coverage options, along with life insurance and disability benefits
• Mental health benefits
• Family building benefits
• Child care and pet benefits
• Access to a Lyft funded Health Care Savings Account
• RRSP plan to help save for your future
• In addition to provincial observed holidays, salaried team members are covered under Lyft's flexible paid time off policy. The policy allows team members to take off as much time as they need (with manager approval). Hourly team members get 15 days paid time off, with an additional day for each year of service 
• Lyft is proud to support new parents with 18 weeks of paid time off, designed as a top-up plan to complement provincial programs. Biological, adoptive, and foster parents are all eligible.
• Subsidized commuter benefits

Lyft is committed to creating an inclusive workforce that fosters belonging. Lyft believes that every person has a right to equal employment opportunities without discrimination because of race, ancestry, place of origin, colour, ethnic origin, citizenship, creed, sex, sexual orientation, gender identity, gender expression, age, marital status, family status, disability, pardoned record of offences, or any other basis protected by applicable law or by Company policy. Lyft also strives for a healthy and safe workplace and strictly prohibits harassment of any kind.  Accommodation for persons with disabilities will be provided upon request in accordance with applicable law during the application and hiring process. Please contact your recruiter if you wish to make such a request.

Lyft highly values having employees working in-office to foster a collaborative work environment and company culture. This role will be in-office on a hybrid schedule — Team Members will be expected to work in the office at least 3 days per week, including on Mondays, Wednesdays, and Thursdays. Lyft considers working in the office at least 3 days per week to be an essential function of this hybrid role. Your recruiter can share more information about the various in-office perks Lyft offers. Additionally, hybrid roles have the flexibility to work from anywhere for up to 4 weeks per year. #Hybrid

The expected base pay range for this position in the Toronto area is CAD $108,000 - CAD $135,000. Salary ranges are dependent on a variety of factors, including qualifications, experience and geographic location. Range is not inclusive of potential equity offering, bonus or benefits. Your recruiter can share more information about the salary range specific to your working location and other factors during the hiring process.