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As the IT Operations Manager, your mission will be to lead the teams that power the everyday technology experience of our people — from the devices they use, to the tools they collaborate with, to the support they receive, so we can all work smarter, faster, and more connected than ever before. In this role, you’ll lead and evolve the IT function into a people-first, future-ready capability that champions employee experience through technology. You’ll manage and mentor a high-performing team that includes Service Desk and Technology Enablement. Together, you’ll ensure our heroes around the globe have reliable support, fit-for-purpose tools, and a digitally-enabled environment to thrive in wherever they’re working from.
Job Responsibility:
Define and execute Employment Hero’s IT strategy to align with the broader technology vision
Set team priorities and roadmap based on evolving Employment Hero needs, employee feedback, and industry best practices
Champion modern workplace practices, ensuring tools and processes support global remote work models
Optimise cost performance across our internal IT toolset
Lead and develop the Service Desk and Technology Enablement teams
Foster a culture of service excellence, innovation, and proactive support
Provide mentorship, coaching, and performance management to build a high-impact team
Ensure consistent and reliable support across Employment Hero, with clear SLAs and a focus on experience-led resolution
Oversee provisioning and lifecycle management of end user devices (Mac, Windows, peripherals, etc.)
Continuously improve service delivery processes, automation, and documentation
Own the roadmap for collaboration and communication tooling (e.g. Google Workspace, Slack, Zoom, Miro, Confluence)
Identify and support shared tools that help Employment Hero run effectively
Drive tool adoption through training, onboarding, and proactive engagement with teams
Partner with the Security team to implement identity, access, and authentication policies and standards
Automate provisioning and deprovisioning of user access across systems and applications
Continuously improve the IT onboarding and offboarding experience for new and departing Heroes
Maintain visibility over SaaS product usage, licensing, and costs to support operational efficiency and scalability
Collaborate with Finance to provide accurate data for application costing, budgeting, and forecasting
Support ongoing improvements to tooling and reporting that track system ownership, utilisation, and lifecycle across Employment Hero
Oversee day-to-day delivery of BAU operations, ensuring high reliability, minimal downtime, and clear incident response
Implement robust monitoring, feedback loops, and performance reporting across team operations with clearly defined metrics
Lead continuous improvement initiatives, balancing scale, speed, security and sustainability
Drive AI-first initiatives to streamline workflows, reduce manual tasks, and enhance the support experience
Identify opportunities to embed AI tooling into IT operations (e.g. support automation, self-service enablement)
Promote AI-first thinking within the IT team and across the wider business
Build trusted relationships with stakeholders across departments
Translate business needs into actionable technology solutions and team priorities
Communicate clearly on roadmaps, outcomes, and impacts to ensure alignment and transparency
Requirements:
8+ years of experience in IT Operations, end user technology, or workplace tech leadership
Proven track record leading and mentoring technical teams in service desk, device management, or digital workplace functions
Strong understanding of collaboration tooling ecosystems, modern workplace platforms, and experience enabling remote-first teams with appropriate technology
Demonstrated ability to think strategically, prioritising long-term impact and scale while maintaining excellence in day-to-day operations (BAU)
Excellent skills in building trusted relationships and partnerships with stakeholders, leveraging influence across the organisation
Commitment to AI-first principles, with experience in identifying and driving AI-based solutions to streamline IT workflows and enhance the support experience
Experience with core technologies including, but not limited to, Google Workspace, JAMF, Atlassian, Zapier, and Relevance AI
What we offer:
Work remotely, with the flexibility to own your time and impact
Access cutting-edge tools to amplify your work, knowledge and outputs
Surround yourself with ambitious, outcome-driven colleagues who challenge you to do the best work of your life
Own ESOP (employee share options) in one of the world’s fastest-growing tech companies