IT Engineering Manager

About Welltech

Welcome to Welltech—where health meets innovation! As a global leader in the Health & Fitness industry, we’ve crossed over 220 million installs with life-changing apps, all designed to boost well-being for millions. Our mission? To improve the health of millions of people through intuitive nutrition trackers, powerful fitness solutions, and personalized wellness journeys—all powered by a diverse team of over 700+ passionate professionals with a presence across 5 hubs.

Why Welltech? Imagine joining a team where your impact on global health and wellness is felt daily. At Welltech, we strive to be proactive wellness partners for our users, while continually evolving ourselves.

What We're Looking For

We are seeking an innovative and experienced IT Engineering Manager to lead and develop our IT Operations team. This is a hands-on leadership role where you will guide our hybrid team responsible for both delivering exceptional frontline IT support (Helpdesk) and developing the software and automation that will redefine how IT operates at a global scale.

The ideal candidate thrives on bridging the gap between operational challenges and engineering solutions. You have a background in engineering operations and a deep understanding of the software development lifecycle, with a passion for applying modern engineering principles to solve traditional IT problems and eliminate toil. While a pure software development background is not required, a strong understanding of the software development lifecycle (SDLC) and modern software architecture is essential to succeed in this role.

Key Responsibilities

Strategic Planning & Technical Leadership (40-50%)

• Oversee the hiring process to attract and retain top engineering talent with a focus on operational and systems expertise.
• Lead & develop our talent: Manage, coach, and develop a diverse team of systems, software and support engineers, fostering a collaborative culture where operational insights directly fuel engineering priorities.
• Drive the IT Operations strategy, roadmap & execution: Define and prioritize the roadmap for automating IT operational tasks, ITSM workflows, employee lifecycle management (onboarding/offboarding), and self-service capabilities.
• Own financials and vendor management: Own and manage the team's budget, including forecasting and tracking. Lead contract negotiations with third-party vendors (SaaS, hardware, etc.) and drive continuous cost optimization.
• Manage stakeholder expectations by effectively communicating strategy, project status, and operational health.
• Stay close to the technical details to guide the team. Participate in system design, architecture reviews, and key technical decisions, ensuring new services are scalable, resilient, and operable by design.

Operational & Engineering Excellence (50-60%)

• Oversee frontline IT support: Ensure the effective delivery of end-user support for our global employee base, manage ticket queues, maintain Service Level Agreements (SLAs), handle escalations, and continuously improve the support experience.
• Define and track success: Own and report on a holistic set of Key Performance Indicators (KPIs) that measure both support effectiveness (CSAT, resolution times) and engineering impact (ticket deflection, automation ROI).
• Champion operational excellence: Apply modern engineering principles (SRE, DevOps) to internal IT. Analyze workflows, identify bottlenecks, and lead initiatives to eliminate toil and streamline processes.
• Implement engineering best practices: Instill software development best practices (e.g., version control, testing, CI/CD principles, observability) within the team's automation development efforts.

Required Skills and Experience

• Proven leadership experience (2+ years) managing technical teams, including hiring, coaching, performance management, and career development.
• A deep-seated passion for operational and engineering excellence, with a pragmati