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IT Operations Manager

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Employment Hero

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Location:
Australia , Sydney

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Category:
IT - Administration

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Contract Type:
Not provided

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Salary:

Not provided
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Job Description:

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
  • Very generous parental leave policy
  • Subsidised egg freezing
  • A WFH office expense budget
  • Outstanding learning & development opportunities

Additional Information:

Job Posted:
January 10, 2026

Employment Type:
Fulltime
Work Type:
Remote work
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