IT Operations Manager

Job Description

Who we are

Employment Hero is on a mission to make employment easier and more valuable for everyone. Our Employment Operating System brings hiring, HR, payroll and benefits into an all-in-one solution.

Since our inception in 2014, we’ve scaled to a $2 billion valuation and gained a presence in 6 countries globally - Australia, New Zealand, Singapore, Malaysia, the UK and Canada. We now service over 300,000 businesses and more than 2 million employees.

The EH Way

At Employment Hero, we’re proud of our unique DNA, which we call The EH Way.

1. We are Mission First - everything we do (from what we work on, to how we allocate capital and where we focus) is driven by our Mission
2. We are Remote First - we champion a remote environment with a preference for asynchronous communication and a high degree of autonomy
3. We are AI First - we are committed to using AI to accelerate our mission; AI is not just a tool, it’s a fundamental part of how we operate, innovate, and scale
4. We are Apolitical - we do not take a position on political or social topics, unless it relates to our Mission
5. We Live by Our Values - we role model our values 100% of the time
6. We Expect High Performance - we set a high standard and we’re not satisfied with being average

This role

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.

Your key focus areas will be

• Elevating Employee Technology Experience: Lead the IT teams to power the everyday technology experience that ensures a digitally-enabled environment for all global employees.
• Team Leadership and Service Delivery: Manage and mentor the IT team to guarantee reliable support and fit-for-purpose tools across the organisation.
• Strategic Alignment and Operational Scaling: Shape the overall IT strategy, oversee daily operations, and collaborate with key stakeholders to scale the company's technology capabilities in line with business ambitions.

This will include the following

Strategic Leadership

• 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

Team Leadership

• 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
  

Service Desk & End User Computing

• 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
  

Technology Enablement

• 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

Identity and Access Management

• 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

Application Portfolio Visibility

• 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

Operational Excellence

• 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

AI-First Enablement

• 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

Stakeholder Engagement

• 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

Who you are

To thrive at Employment Hero, you’ll need to embody The EH Way - operating with focus, agility, and an obsession with impact.

For this role, you’ll also bring

• 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 can offer

At Employment Hero, we don’t just talk about a better way to work - we live it. Joining Employment Hero means

• You will work remotely, with the flexibility to own your time and impact
• You will access cutting-edge tools to amplify your work, knowledge and outputs
• You’ll surround yourself with ambitious, outcome-driven colleagues who challenge you to do the best work of your life
• You’ll own ESOP (employee share options) in one of the world’s fastest-growing tech companies
• You’ll also have access to a wide range of benefits that includes: a very generous parental leave policy, subsidised egg freezing (so you can make the choice that’s right for you, on your terms), a WFH office expense budget, and outstanding learning & development opportunities

At Employment Hero, we are committed to safeguarding the privacy of your application data. To understand how we do so, you can read our Applicant Privacy Policy here: https://employmenthero.com/legals/applicant-policy/

Employment Hero celebrates diverse perspectives and experiences, we invite people of all backgrounds and identities to apply for this position.