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Who we areEmployment 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 WayWe are Mission First - everything we do (from what we work on, to how we allocate capital and where we focus) is driven by our MissionWe are Remote First - we champion a remote environment with a preference for asynchronous communication and a high degree of autonomyWe 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 scaleWe are Apolitical - we do not take a position on political or social topics, unless it relates to our MissionWe Live by Our Values - we role model our values 100% of the timeWe Expect High Performance - we set a high standard and we''re not satisfied with being averageThis roleAs 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 highperforming team that includes Service Desk and Technology Enablement. Together, you''ll ensure our heroes around the globe have reliable support, fitforpurpose tools, and a digitallyenabled environment to thrive in wherever they''re working from.Your key focus areas will beElevating Employee Technology Experience: Lead the IT teams to power the everyday technology experience that ensures a digitallyenabled environment for all global employees.Team Leadership and Service Delivery: Manage and mentor the IT team to guarantee reliable support and fitforpurpose 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 followingStrategic LeadershipDefine and execute Employment Hero''s IT strategy to align with the broader technology visionSet team priorities and roadmap based on evolving Employment Hero needs, employee feedback, and industry best practicesChampion modern workplace practices, ensuring tools and processes support global remote work modelsOptimise cost performance across our internal IT toolsetTeam LeadershipLead and develop the Service Desk and Technology Enablement teamsFoster a culture of service excellence, innovation, and proactive supportProvide mentorship, coaching, and performance management to build a highimpact teamService Desk & End User ComputingEnsure consistent and reliable support across Employment Hero, with clear SLAs and a focus on experienceled resolutionOversee provisioning and lifecycle management of end user devices (Mac, Windows, peripherals, etc.)Continuously improve service delivery processes, automation, and documentationTechnology EnablementOwn 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 effectivelyDrive tool adoption through training, onboarding, and proactive engagement with teamsIdentity and Access ManagementPartner with the Security team to implement identity, access, and authentication policies and standardsAutomate provisioning and deprovisioning of user access across systems and applicationsContinuously improve the IT onboarding and offboarding experience for new and departing HeroesApplication Portfolio VisibilityMaintain visibility over SaaS product usage, licensing, and costs to support operational efficiency and scalabilityCollaborate with Finance to provide accurate data for application costing, budgeting, and forecastingSupport ongoing improvements to tooling and reporting that track system ownership, utilisation, and lifecycle across Employment HeroOperational ExcellenceOversee daytoday delivery of BAU operations, ensuring high reliability, minimal downtime, and clear incident responseImplement robust monitoring, feedback loops, and performance reporting across team operations with clearly defined metricsLead continuous improvement initiatives, balancing scale, speed, security and sustainabilityAI-First EnablementDrive AIfirst initiatives to streamline workflows, reduce manual tasks, and enhance the support experienceIdentify opportunities to embed AI tooling into IT operations (e.g. support automation, selfservice enablement)Promote AIfirst thinking within the IT team and across the wider businessStakeholder EngagementBuild trusted relationships with stakeholders across departmentsTranslate business needs into actionable technology solutions and team prioritiesCommunicate clearly on roadmaps, outcomes, and impacts to ensure alignment and transparencyWho you areTo 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 bring8+ years of experience in IT Operations, end user technology, or workplace tech leadershipProven track record leading and mentoring technical teams in service desk, device management, or digital workplace functionsStrong understanding of collaboration tooling ecosystems, modern workplace platforms, and experience enabling remotefirst teams with appropriate technologyDemonstrated ability to think strategically, prioritising longterm impact and scale while maintaining excellence in daytoday operations (BAU)Excellent skills in building trusted relationships and partnerships with stakeholders, leveraging influence across the organisation.Commitment to AIfirst principles, with experience in identifying and driving AIbased solutions to streamline IT workflows and enhance the support experienceExperience with core technologies including, but not limited to, Google Workspace, JAMF, Atlassian, Zapier, and Relevance AIWhat we can offerAt Employment Hero, we don''t just talk about a better way to work - we live it. Joining Employment Hero meansYou will work remotely, with the flexibility to own your time and impactYou will access cuttingedge tools to amplify your work, knowledge and outputsYou''ll surround yourself with ambitious, outcomedriven colleagues who challenge you to do the best work of your lifeYou''ll own ESOP (employee share options) in one of the world''s fastestgrowing tech companiesYou''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 opportunitiesAt 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: Hero celebrates diverse perspectives and experiences, we invite people of all backgrounds and identities to apply for this position. #J-18808-Ljbffr