How IT Pilots and Employment Hero 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. As the business grew, they needed systems internally that were just as strong as what they delivered to clients.

“It’s an all-in-one 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. And that only works if the systems behind the business can scale with it, not slow it down.

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 grows with the business.

“It saves a lot of time by reducing manual admin, which helps us operate at our best.”

Why Employment Hero works as a partner

Technology alone isn’t enough; partnership is what makes it work. 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 a two-way relationship, where ideas can be shared, tested and scaled together.

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

“The support from our dedicated Partner Manager has been amazing — responsive, supportive and always there when we need it.”

What partnership unlocked internally

As systems became more centralized, IT Pilots saw immediate 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 because it’s helped us become more of a team — with better visibility, clearer processes and a full understanding of our 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 creates real value 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 the way we grow together reflects that.”

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. It’s a partnership that works both ways, and grows both sides.

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