IT Operations Lead

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Job details

Job title

IT Operations Lead

Overview

WildBrain Studios is looking for an IT Operations Lead to join our team!

This role is critical to maintaining a high-performance desktop environment for our artists and production teams across the studio.

You will be responsible for managing a team of desktop support technicians, providing hands-on support for Windows 11 and Rocky Linux workstation Infrastructure, coordinating team workflows, and ensuring the team stays aligned with training and development goals. You will also oversee the service desk function in ServiceNow, acting as a point of escalation and helping to drive improvements in service delivery and user experience.

This position is an in-studio role at our Vancouver, BC office starting asap.
 
Find a job that lets your imagination run wild!  
WildBrain Studios produces fan-favorite animation and award-winning content that kids and families love in every corner of the globe. We love what we do and it shows in the quality content we produce! Our custom-built Vancouver studio in beautiful British Columbia is a wonderful backdrop for our artists, but it doesn’t end there, we have employees working remotely across BC, Canada, and the world!  Our artist-centric culture means we invest in our people, we provide training and growth opportunities, a healthy work-life balance, and fun activities throughout the year to meet, mingle and get creative with your team. If you like what you are reading so far, well buckle up, we’re just getting started!  

Responsibilities & Qualifications

What You’ll Do:

• Coordinate and lead the daily operations of the desktop support team.
• Ensure all support requests are tracked and resolved through the ServiceNow helpdesk platform.
• Provide advanced support for Rocky Linux desktop environments including installation configuration and system troubleshooting.
• Oversee the deployment and lifecycle of creative tools such as Autodesk Maya Blender Houdini and other studio software.
• Ensure all systems are secure patched and compliant with IT policies and production requirements.
• Act as the primary escalation point for technical issues beyond first line resolution.
• Support onboarding processes including hardware setup and user account provisioning.
• Mentor junior technicians and support their technical and professional growth.
• Monitor trends in support requests and drive documentation and process improvements.
• Collaborate with infrastructure network and production teams to maintain a dependable and efficient technical environment.
• Lead or participate in desktop infrastructure projects and strategic IT initiatives.

What You’ll Bring:

• Proven experience supporting Windows 11 and Linux desktop environments in a production or technical support capacity.
• Prior leadership experience in desktop support or IT service roles within a studio or creative environment
• Familiarity with the animation pipeline and software used in production including Maya Houdini and Blender
• Strong troubleshooting skills for desktop hardware software and peripherals
• Solid understanding of networking fundamentals including VPNs wired and wireless connectivity and diagnostic tools.
• Experience managing or working within an ITSM system preferably ServiceNow.
• Excellent communication skills with the ability to explain complex issues to technical and non-technical users.
• Strong time management and organizational abilities in a fast-paced creative environment
• Experience creating and maintaining documentation such as knowledge base articles and SOPs.

Nice to Have:

• Background in animation visual effects or digital media production environments
• Experience with automation and scripting for desktop management using tools like Bash or Python
• Familiarity with configuration and software deployment systems such as Ansible Puppet or JAMF
• Interest in mentoring and developing team capabilities through regular training and certification planning.

Pay Range: $85,000-$100,000 CAD per year

Candidates are paid within the range posted, but their exact pay will vary based on the level, responsibilities and expectations of the role. We also take into consideration the experience and skills that individual brings, with consideration of our internal equity.

Why WildBrain

We make sure to take care of all our hard-working Wild Brains by offering a comprehensive benefits package and a workplace culture that values our employees’ wellbeing. Our staff enjoy RRSP matching, multi-tiered benefits so you can pick the coverage that’s best for you, free mental health resources, and additional perks like half-days in the summer, extra holidays in the winter and regular events to connect our teams virtually, and in-person.

In short – life is good on the Wild side!

Visit wildbrain.com/studios to learn more!

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" WildBrain Studio provides an atmosphere free from barriers to promote inclusion, equity and diversity. We demonstrate our commitment to this by providing a supportive work environment and a culture that welcomes and encourages equal opportunities for all employees. WildBrain Studio also accommodates people with disabilities throughout the selection process. Should you require accommodation, please let us know your requirements when contacted.”

Job location

Job location

In-Studio, Vancouver