Employment Hero is looking for an IT Operations Manager to lead our IT function and power the everyday technology experience for all our global employees. You will create a digitally-enabled environment, managing and mentoring our Service Desk and Technology Enablement teams to provide reliable support and fit-for-purpose tools. This role shapes the overall IT strategy and oversees daily operations to scale our technology capabilities.
What You'll Do
- Define and execute Employment Hero’s IT strategy to align with the broader technology vision.
- Set team priorities and roadmap based on evolving company 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 the company, 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 employees.
- 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.
- 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.
What We're Looking For
- 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.
Technical Stack
- Google Workspace
- JAMF
- Atlassian
- Zapier
- Relevance AI
- Slack
- Zoom
- Miro
- Confluence
Team & Environment
You will lead the IT function, managing and mentoring the Service Desk and Technology Enablement teams.
Benefits & Compensation
- Work remotely with flexibility to own your time and impact.
- Access to cutting-edge tools to amplify your work, knowledge and outputs.
- Own ESOP (employee share options) in one of the world’s fastest-growing tech companies.
- Very generous parental leave policy.
- Subsidised egg freezing.
- WFH office expense budget.
- Outstanding learning & development opportunities.
Work Mode
This is a global role open to candidates in Australia, New Zealand, Singapore, Malaysia, the UK, and Canada, reflecting our Remote First culture.
Employment Hero celebrates diverse perspectives and experiences, we invite people of all backgrounds and identities to apply for this position.
