IT Systems Manager

This is a fully remote position, open to applicants in New Zealand.

📋 Description

• Provide leadership and support to two IT Specialists across various time zones (NZ and Vietnam), offering clear direction, prioritization assistance, and daily coaching. Cultivate a collaborative and high-performing team culture throughout the contract duration.

• Take ownership of the IT support queue, ensuring that tickets are triaged, assigned, and resolved within the established SLAs. Monitor the health of the queue, pinpoint bottlenecks, and implement effective strategies to maintain service levels.

• Ensure the timely provisioning of technology for new hires and secure deactivation for departing employees, adhering to EP’s standards.

• Oversee the procurement of hardware and peripherals for new employees, operating within budgetary and lead-time limitations. Keep precise asset records and ensure that the asset register is consistently updated.

• Collaborate with EP’s Group Director of Engineering, COO, and relevant stakeholders to gather evidence, address gaps, and assist the team throughout the audit process.

• Direct the operational transition of EP from Zluri to Torii as the main SaaS management platform, which includes coordinating data migration, onboarding the team to new workflows, and ensuring ongoing SaaS visibility.

⛳️ Requirements

• Demonstrated experience in leading or mentoring IT support teams, preferably in remote-first settings or across multiple time zones.

• Strong hands-on expertise in managing IT support queues, triaging tickets, and meeting SLAs in a dynamic environment.

• Experience with onboarding and offboarding processes, which encompass user provisioning, access management, and device setup.

• Proven experience in managing hardware procurement and maintaining accurate asset records.

• Familiarity with SaaS management tools (such as Torii, Zluri, or similar) and managing system implementations or migrations.

• Solid grasp of information security practices, with knowledge of frameworks like ISO 27001 or equivalent.

• Experience collaborating cross-functionally with stakeholders (like Engineering, Security, and People teams) to achieve IT objectives.

• Excellent problem-solving capabilities, with a knack for identifying bottlenecks and implementing effective, scalable enhancements.

• Comfortable navigating a high-growth or evolving environment, balancing daily operations with strategic improvements.

🏝️ Benefits

• Employee Equity Bonus Plan: Participate in our success with equity bonuses that promote ownership and shared growth throughout the company.

• Christmas Shutdown Leave: Enjoy a complete company shutdown during the week of Christmas, along with 3 additional days of paid leave to cover any non-public holidays.

• Volunteer Day: Every EPeeps receives one paid day off each year to volunteer and contribute to their communities.

• Purchase Extra Leave: Opt to buy an additional week of annual leave, with payments distributed over the year.

• Work From Anywhere: Work up to 90 days per year from a different state or country—ideal for merging work with travel.

• Wellness Bonus: Receive a pre-tax $750 NZD End-of-Year Wellness Bonus to support your health and well-being.

• Health Insurance: Join our fully funded Southern Cross Wellbeing 1 plan ($500 excess), with optional add-ons and family coverage.

• Home Set-Up Support: Remote and hybrid workers may qualify for assistance in establishing a productive and comfortable home workspace.

• Communication Allowance: Receive $50 NZD/month toward your phone and internet expenses if you work remotely or in a hybrid setup.

• Parental Leave Support: We assist growing families with up to 12 weeks of full-pay top-up for primary caregivers, 3 weeks of paid leave for secondary caregivers, and an additional 5 days of New Parents Leave for both, all available after your initial 3 months. Returning primary caregivers also benefit from enhanced pension contributions to support their financial well-being.

• Employee Assistance Program: Access confidential support via Sonder for mental health, safety, and medical needs - available globally and fully funded by EP.

• Learning & Development: Engage in internal workshops, performance reviews, and ongoing development discussions to advance your career.

• Tenure Recognition: Celebrate your milestones with bonus leave and cash rewards at 5, 10, and 15 years of service.

• Referral Bonus: Recommend talented individuals and earn a $2000 NZD pre-tax bonus when your referral joins and successfully completes their trial period.

• Workride: Access a bike, e-bike, or scooter through a temporary pre-tax salary sacrifice, saving 32–63% thanks to tax benefits.

• EP Support Groups: Join Mana Wahine, DEI, Environmental Impact, and Wellness Committees.

• Opportunity to work within a growing global business with Diversity Works accreditation, Carbon Net Zero BCorp status, Digital Promise certification, and a steadfast commitment to our mission, people, and community.