Manager II, IT Engineering (Operations & Support)

Are you ready to trade your job for a journey? Become a FlyMate! Passion, excitement & global collaboration are all core to what it means to be a FlyMate. At Flywire, we’re on a mission to deliver the world’s most important and complex payments. We use our Flywire Advantage - the combination of our next-gen payments platform, proprietary payment network and vertical specific software, to help our clients get paid, and help their customers pay with ease - no matter where they are in the world. What more do we need to truly be unstoppable? Perhaps, that is you! Who we are: Flywire is a global payments enablement and software company, founded a decade ago to solve high-stakes, high-value payments in education, using modern technology. Today, we’ve digitized payments for more than 3,300+ global clients across education, healthcare, travel & B2B, covering more than 240 countries and territories and supporting over 140 currencies. And, we’re just getting started! With over 1000+ global FlyMates, representing more than 40 nationalities, and in 14 offices world-wide, we’re looking for FlyMates to join the next stage of our journey as we continue to grow. We are looking for a strategic and technically grounded Manager II, IT Engineering (Operations & Support) to lead our global IT Operations and Regional IT Support teams from our Valencia HQ (hybrid model). In this role, you will be a catalyst for change: transforming our support and operations functions from reactive troubleshooting into a proactive, engineering-led operation. You will bridge business needs and technical execution across two key pillars: Global IT Support (AMERICAS, EMEA, APAC) and IT Operations (SaaS, automation, compliance). Key Responsibilities: Global Support & Operations Leadership: Oversee 3 Regional IT Support Leads (AMERICAS, EMEA, APAC) and a global team of IT Operations Engineers. Establish global SLAs, monitor service delivery metrics, and ensure a seamless experience for all FlyMates. AI Innovation & Self-Service: Shift team focus from ticket resolution to system evolution. Lead the research and implementation of AI/AIOps tools to build self-service options and reduce escalation volume. SaaS-as-Code Ownership: Partner with internal CPE/Cloud teams to transition core platforms into a Terraform-managed environment. Lead IT Ops in managing systems through code rather than manual consoles. Operational Excellence: Apply Lean IT principles to analyze support data and ticketing trends, streamlining and documenting scalable processes prior to automation. Capacity & Project Management: Utilize Agile/Kanban to balance bandwidth across Tier 3 operations, end-user support, and strategic projects (including M&A integrations and tool consolidations). Governance & Compliance: Own Access Recertification, User Access Reviews (UAR), and IT audit controls (including SOC2), driving automation to make compliance frictionless. Basic Qualifications: Degree & Experience: Bachelor’s degree in IT, Computer Science, or equivalent experience with 10+ years in IT , including 4+ years in a formal management role leading international, remote-first technical or support teams. SaaS Mastery: Proven track record managing global SaaS ecosystems (Okta, Google Workspace, Slack, Atlassian). Identity & Governance: Deep understanding of IAM/RBAC logic, distributed IT infrastructures, and User Access Reviews (UAR) / SOC2 compliance. Languages: Full professional proficiency in English. Preferred Qualifications: Experience in FinTech, global payments, or publicly traded technology environments. Exposure to Terraform or infrastructure-as-code (IaC) applied to SaaS management. Experience implementing AI/ML-powered IT operations (AIOps) . Lean IT, Six Sigma, or ITIL certifications focused on continuous process improvement. We Offer: Employee Stock Purchase Plan (ESPP) Work with brilliant people that will keep you on your toes, learn more about their journeys by checking out #InsideFlywire on social media Dynamic & Global Team (we have been collaborating virtually for years!) Wellbeing Programs (Mental Health, Wellness, Yoga/Pilates/HIIT Classes) with Global FlyMates Be a meaningful part in our success - every FlyMate makes an impact Competitive time off including FlyBetter Days to volunteer in a cause you believe in and Digital Disconnect Days! Work From Home Stipend Great Talent & Development Programs (Managers Taking Flight – for new or aspiring managers!) Submit today and get started! We are excited to get to know you! Throughout our process you can expect to meet with different FlyMates including the Hiring Manager, Peers on the team, the VP of the department, and a skills assessment. Your Talent Acquisition Partner will walk you through the steps and be your “go-to” person for any questions. Flywire is an equal opportunity employer. With over 30 nationalities across 12 different offices, and diversity and inclusion at the core of our people agenda, we believe our FlyMates are our greatest asset, and we’re excited to watch our unique culture evolve with each new hire. Flywire is an equal opportunity employer. #LI-Hybrid