Manager - Technical Services, End User Services

Position Summary:

As the IT Manager, you will direct the strategy and operations for the company's End User Support and IT Operations across all US Onity Group locations, while based out of our West Palm Beach headquarters.

This is a strategic yet tactical leadership role that blends high-level operational management with deep technical oversight. You will lead a distributed team in researching, testing, and deploying robust desktop solutions to ensure optimal workplace performance. You will serve as the owner of US IT operations, setting documentation standards, managing vendor relationships, and driving the adoption of emerging technologies including Artificial Intelligence to modernize support workflows.

Job Functions and Responsibilities:

Team Leadership & Mentorship

• Manage, mentor, and develop the US End User Service Team, including hiring, performance evaluations, and career development planning.
• Define and enforce IT service standards, Service Level Agreements (SLAs), and operational KPIs to ensure the highest quality of support across all US sites.
• Serve as the escalation point for critical incidents and the primary liaison between executive leadership, third-party vendors, and technical teams.
• Promote a culture of excellence, ensuring high customer satisfaction and professional service delivery across the organization.

Technical Support & Operations

• Oversee the delivery of desktop support and IT operations for all US employees, ensuring seamless connectivity and functionality for onsite and remote staff.
• Spearhead the development and integration of AI technologies into the support ecosystem; identify opportunities to utilize AI for automating routine helpdesk tasks, ticket triage, and predictive maintenance.
• Drive the usage of AI-assisted tools (e.g., Microsoft Copilot, chatbots, or scripting assistants) to enhance technician productivity and shorten resolution times.
• Evaluate and prioritize complex technical issues, ensuring resources are allocated effectively to resolve high-impact problems.
• Manage the lifecycle and support of all peripherals, telecommunications systems, and collaboration tools, including MS Teams, Call Center Applications, and Intune.

Environment & Asset Management

• Govern the integrity and security of the IT desktop environment, ensuring compliance with all corporate security standards and build requirements.
• Manage the deployment strategy for desktop software and systems; oversee the resolution of failed deployments and collaborate with Desktop Engineering on systemic improvements.
• Direct the Asset Management lifecycle, from procurement to disposal, ensuring accurate inventory auditing and responsible management of surplus equipment.
• Forecast and manage hardware inventory levels and procurement budgets for all US locations to accommodate growth and refresh cycles.

Documentation & Process Improvement

• Architect and maintain a comprehensive knowledgebase strategy, ensuring technical documentation and user guides are kept current for the Service Desk and IT Teams.
• Oversee ITSM data integrity, ensuring all incidents and requests are documented accurately to facilitate trend analysis and reporting.
• Proactively analyze operational data to identify inefficiencies and recommend process improvements to the Director of End User Services.

Qualifications:

Required:

• Proven experience in an IT Management role, specifically managing distributed teams or multiple office locations.
• Minimum 10 years of equivalent, related work experience in IT support and operations.
• Demonstrated experience implementing or managing AI tools within an IT support context (e.g., AI-driven ticketing analysis, chatbots, or automation workflows).
• Strong working knowledge of Windows Server, Active Directory, Microsoft Exchange, and modern cloud infrastructures.
• Solid understanding of networking fundamentals (TCP/IP, DNS, DHCP) and core IT security principles.
• Experience managing vendors and procurement processes.

Preferred:

• Bachelor's degree in Information Technology, Computer Science, or a related field.
• Experience with modern endpoint management tools, specifically Microsoft Intune.
• Formal certifications (e.g., ITIL Foundation, PMP, CISSP, or Microsoft 365 Certified: Modern Desktop Administrator Associate).

Skills & Attributes

• Strategic thinker with the ability to translate business needs into technical solutions.
• Excellent written, verbal, and executive presentation skills.
• Strong customer-centric mindset with a passion for mentoring junior leaders and developing high-performing teams.
• Adaptable and forward-thinking, specifically regarding the usage of AI in IT Operations.

Physical Requirements

• Ability to lift up to 50 pounds on rare occasions.

Training / Licensing Requirements:

• Must pass the Company's Background Screening process prior to beginning employment. Additionally, as a condition of employment, you may be required to pass client-specific background check requirements or Federal/State licensing requirements, if applicable.

Work Schedule: (Only add if needed)

• 40 Hours per week, Round the clock IT Support as needed