How IT Pilots simplified operations to support growth across North America

About the partner

IT Pilots is a managed service provider delivering corporate IT support to organizations across North America. Founded in 2003, the business supports clients across a wide range of industries, including airlines, steel, financial institutions, law firms and grocery stores.

These are environments where reliability, security and consistency are critical. Downtime has real consequences. So does unclear documentation or fragmented processes. As IT Pilots expanded across industries and borders, the team recognized that internal systems needed to be just as robust as the solutions they deliver to clients.

Employment Hero became part of that internal foundation, helping bring structure and consistency to how the business operates day to day.

“It’s an all-in-one fully integrated system that streamlines everything.”

Why partnership matters for growing service businesses

For service-based businesses, growth often introduces complexity faster than expected. More employees, more documentation and more coordination across teams can quickly strain manual processes and disconnected tools.

IT Pilots needed a way to reduce administrative friction without introducing rigid systems that would slow the business down. The goal wasn’t just efficiency. It was creating space for the team to focus on higher-value work while maintaining control and visibility as the organization scaled.

Employment Hero helped centralize HR processes and documentation, creating a more structured way of working that could grow alongside the business.

“It saves a lot of time with reducing manual administration, which ultimately leads us to operate our business at its peak.”

Why Employment Hero works as a partner

Technology alone isn’t enough. For IT Pilots, partnership meant having access to people who understand their business and can respond as needs evolve.

Employment Hero’s partnership model provides direct support through a dedicated Partner Manager and an ongoing working relationship. That level of responsiveness makes it easier to adapt processes, implement new ideas and keep systems aligned with how the business actually operates.

It also creates confidence. IT Pilots knows they’re not navigating change alone.

“The support that IT Pilots receives from our dedicated Partner Manager at Employment Hero has been amazing. They’ve always been very responsive, supportive and caring.”

What partnership unlocked internally

As systems became more centralized, IT Pilots saw clear improvements in how teams worked together.

Employees gained easier access to policies, procedures and documentation, supporting safer, more consistent work. Managers gained better visibility into how teams were operating, helping them identify issues earlier and communicate more clearly.

Over time, that clarity strengthened alignment across the organization and reinforced shared standards.

“We love Employment Hero at IT Pilots because it’s actually helped us become more of a team, more aware of what managers are doing, employees are doing and having full documentation and understanding of policies and procedures.”

A partnership built for growth

Beyond internal operations, the partnership supports how IT Pilots positions itself and grows as a business.

Employment Hero provides assets, collaboration and a commercial structure that aligns incentives on both sides. The relationship is designed to evolve, not stay static, as IT Pilots expands into new markets and takes on new opportunities.

That shared investment in success is a key reason the partnership works.

“It’s a direct partnership, one-on-one. They want to see you succeed, and their revenue share is amazing.”

Why it works

As IT Pilots continues to grow across Canada and the United States, having an integrated platform and a partner invested in the relationship helps ensure that growth remains supported and sustainable.

Employment Hero provides the structure, tools and partnership model that allow IT Pilots to scale with confidence, without losing control or clarity along the way.

“We love Employment Hero because it allows us as a company to grow.”