Manager - Technical Services, End User Services

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    "ExternalDescriptionStr": "<p style=\"text-align:justify;text-autospace:none;\"><span style=\"font-family:&quot;Arial&quot;,sans-serif;\"><strong>Position Summary:</strong></span></p><p style=\"text-align:justify;text-autospace:none;\">&nbsp;</p><p style=\"line-height:107%;margin-bottom:8.0pt;\"><span style=\"color:#2D2D2D;font-family:&quot;Helvetica&quot;,sans-serif;\">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.</span></p><p style=\"line-height:107%;margin-bottom:8.0pt;\"><span style=\"color:#2D2D2D;font-family:&quot;Helvetica&quot;,sans-serif;\">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.</span></p><p style=\"text-align:justify;text-autospace:none;\"><a name=\"_Hlk164853802\"><span style=\"font-family:&quot;Arial&quot;,sans-serif;\"><strong>Job Functions and Responsibilities:</strong></span></a></p><p style=\"text-align:justify;text-autospace:none;\"><span style=\"font-family:&quot;Arial&quot;,sans-serif;\"><span style=\"text-decoration:none;\"><strong><u>&nbsp;</u></strong></span></span></p><p><span style=\"color:#2D2D2D;font-family:&quot;Helvetica&quot;,sans-serif;\"><strong>Team Leadership &amp; Mentorship</strong></span></p><ul style=\"list-style-type:disc;\"><li style=\"color:#2D2D2D;line-height:107%;tab-stops:list .5in;\"><span style=\"font-family:&quot;Helvetica&quot;,sans-serif;\">Manage, mentor, and develop the US End User Service Team, including hiring, performance evaluations, and career development planning.</span></li><li style=\"color:#2D2D2D;line-height:107%;tab-stops:list .5in;\"><span style=\"font-family:&quot;Helvetica&quot;,sans-serif;\">Define and enforce IT service standards, Service Level Agreements (SLAs), and operational KPIs to ensure the highest quality of support across all US sites.</span></li><li style=\"color:#2D2D2D;line-height:107%;tab-stops:list .5in;\"><span style=\"font-family:&quot;Helvetica&quot;,sans-serif;\">Serve as the escalation point for critical incidents and the primary liaison between executive leadership, third-party vendors, and technical teams.</span></li><li style=\"color:#2D2D2D;line-height:107%;tab-stops:list .5in;\"><span style=\"font-family:&quot;Helvetica&quot;,sans-serif;\">Promote a culture of excellence, ensuring high customer satisfaction and professional service delivery across the organization.</span></li></ul><p><span style=\"color:#2D2D2D;font-family:&quot;Helvetica&quot;,sans-serif;\"><strong>Technical Support &amp; Operations</strong></span></p><ul style=\"list-style-type:disc;\"><li style=\"color:#2D2D2D;line-height:107%;tab-stops:list .5in;\"><span style=\"font-family:&quot;Helvetica&quot;,sans-serif;\">Oversee the delivery of desktop support and IT operations for all US employees, ensuring seamless connectivity and functionality for onsite and remote staff.</span></li><li style=\"color:#2D2D2D;line-height:107%;tab-stops:list .5in;\"><span style=\"font-family:&quot;Helvetica&quot;,sans-serif;\">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.</span></li><li style=\"color:#2D2D2D;line-height:107%;tab-stops:list .5in;\"><span style=\"font-family:&quot;Helvetica&quot;,sans-serif;\">Drive the usage of AI-assisted tools (e.g., Microsoft Copilot, chatbots, or scripting assistants) to enhance technician productivity and shorten resolution times.</span></li><li style=\"color:#2D2D2D;line-height:107%;tab-stops:list .5in;\"><span style=\"font-family:&quot;Helvetica&quot;,sans-serif;\">Evaluate and prioritize complex technical issues, ensuring resources are allocated effectively to resolve high-impact problems.</span></li><li style=\"color:#2D2D2D;line-height:107%;tab-stops:list .5in;\"><span style=\"font-family:&quot;Helvetica&quot;,sans-serif;\">Manage the lifecycle and support of all peripherals, telecommunications systems, and collaboration tools, including MS Teams, Call Center Applications, and Intune.</span></li></ul><p><span style=\"color:#2D2D2D;font-family:&quot;Helvetica&quot;,sans-serif;\"><strong>Environment &amp; Asset Management</strong></span></p><ul style=\"list-style-type:disc;\"><li style=\"color:#2D2D2D;line-height:107%;tab-stops:list .5in;\"><span style=\"font-family:&quot;Helvetica&quot;,sans-serif;\">Govern the integrity and security of the IT desktop environment, ensuring compliance with all corporate security standards and build requirements.</span></li><li style=\"color:#2D2D2D;line-height:107%;tab-stops:list .5in;\"><span style=\"font-family:&quot;Helvetica&quot;,sans-serif;\">Manage the deployment strategy for desktop software and systems; oversee the resolution of failed deployments and collaborate with Desktop Engineering on systemic improvements.</span></li><li style=\"color:#2D2D2D;line-height:107%;tab-stops:list .5in;\"><span style=\"font-family:&quot;Helvetica&quot;,sans-serif;\">Direct the Asset Management lifecycle, from procurement to disposal, ensuring accurate inventory auditing and responsible management of surplus equipment.</span></li><li style=\"color:#2D2D2D;line-height:107%;tab-stops:list .5in;\"><span style=\"font-family:&quot;Helvetica&quot;,sans-serif;\">Forecast and manage hardware inventory levels and procurement budgets for all US locations to accommodate growth and refresh cycles.</span></li></ul><p><span style=\"color:#2D2D2D;font-family:&quot;Helvetica&quot;,sans-serif;\"><strong>Documentation &amp; Process Improvement</strong></span></p><ul style=\"list-style-type:disc;\"><li style=\"color:#2D2D2D;line-height:107%;tab-stops:list .5in;\"><span style=\"font-family:&quot;Helvetica&quot;,sans-serif;\">Architect and maintain a comprehensive knowledgebase strategy, ensuring technical documentation and user guides are kept current for the Service Desk and IT Teams.</span></li><li style=\"color:#2D2D2D;line-height:107%;tab-stops:list .5in;\"><span style=\"font-family:&quot;Helvetica&quot;,sans-serif;\">Oversee ITSM data integrity, ensuring all incidents and requests are documented accurately to facilitate trend analysis and reporting.</span></li><li style=\"color:#2D2D2D;line-height:107%;tab-stops:list .5in;\"><span style=\"font-family:&quot;Helvetica&quot;,sans-serif;\">Proactively analyze operational data to identify inefficiencies and recommend process improvements to the Director of End User Services.</span></li></ul><p style=\"text-align:justify;text-autospace:none;\"><a name=\"_Hlk164853829\"><span style=\"font-family:&quot;Arial&quot;,sans-serif;\"><strong>Qualifications:</strong></span></a></p><p><span style=\"color:#2D2D2D;font-family:&quot;Helvetica&quot;,sans-serif;\"><strong>Required:</strong></span></p><ul style=\"list-style-type:disc;\"><li style=\"color:#2D2D2D;line-height:107%;tab-stops:list .5in;\"><span style=\"font-family:&quot;Helvetica&quot;,sans-serif;\">Proven experience in an IT Management role, specifically managing distributed teams or multiple office locations.</span></li><li style=\"color:#2D2D2D;line-height:107%;tab-stops:list .5in;\"><span style=\"font-family:&quot;Helvetica&quot;,sans-serif;\">Minimum 10 years of equivalent, related work experience in IT support and operations.</span></li><li style=\"color:#2D2D2D;line-height:107%;tab-stops:list .5in;\"><span style=\"font-family:&quot;Helvetica&quot;,sans-serif;\">Demonstrated experience implementing or managing AI tools within an IT support context (e.g., AI-driven ticketing analysis, chatbots, or automation workflows).</span></li><li style=\"color:#2D2D2D;line-height:107%;tab-stops:list .5in;\"><span style=\"font-family:&quot;Helvetica&quot;,sans-serif;\">Strong working knowledge of Windows Server, Active Directory, Microsoft Exchange, and modern cloud infrastructures.</span></li><li style=\"color:#2D2D2D;line-height:107%;tab-stops:list .5in;\"><span style=\"font-family:&quot;Helvetica&quot;,sans-serif;\">Solid understanding of networking fundamentals (TCP/IP, DNS, DHCP) and core IT security principles.</span></li><li style=\"color:#2D2D2D;line-height:107%;tab-stops:list .5in;\"><span style=\"font-family:&quot;Helvetica&quot;,sans-serif;\">Experience managing vendors and procurement processes.</span></li></ul><p><span style=\"color:#2D2D2D;font-family:&quot;Helvetica&quot;,sans-serif;\"><strong>Preferred:</strong></span></p><ul style=\"list-style-type:disc;\"><li style=\"color:#2D2D2D;line-height:107%;tab-stops:list .5in;\"><span style=\"font-family:&quot;Helvetica&quot;,sans-serif;\">Bachelor’s degree in Information Technology, Computer Science, or a related field.</span></li><li style=\"color:#2D2D2D;line-height:107%;tab-stops:list .5in;\"><span style=\"font-family:&quot;Helvetica&quot;,sans-serif;\">Experience with modern endpoint management tools, specifically Microsoft Intune.</span></li><li style=\"color:#2D2D2D;line-height:107%;tab-stops:list .5in;\"><span style=\"font-family:&quot;Helvetica&quot;,sans-serif;\">Formal certifications (e.g., ITIL Foundation, PMP, CISSP, or Microsoft 365 Certified: Modern Desktop Administrator Associate).</span></li></ul><p><span style=\"color:#2D2D2D;font-family:&quot;Helvetica&quot;,sans-serif;\"><strong>Skills &amp; Attributes</strong></span></p><ul style=\"list-style-type:disc;\"><li style=\"color:#2D2D2D;line-height:107%;tab-stops:list .5in;\"><span style=\"font-family:&quot;Helvetica&quot;,sans-serif;\">Strategic thinker with the ability to translate business needs into technical solutions.</span></li><li style=\"color:#2D2D2D;line-height:107%;tab-stops:list .5in;\"><span style=\"font-family:&quot;Helvetica&quot;,sans-serif;\">Excellent written, verbal, and executive presentation skills.</span></li><li style=\"color:#2D2D2D;line-height:107%;tab-stops:list .5in;\"><span style=\"font-family:&quot;Helvetica&quot;,sans-serif;\">Strong customer-centric mindset with a passion for mentoring junior leaders and developing high-performing teams.</span></li><li style=\"color:#2D2D2D;line-height:107%;tab-stops:list .5in;\"><span style=\"font-family:&quot;Helvetica&quot;,sans-serif;\">Adaptable and forward-thinking, specifically regarding the usage of AI in IT Operations.</span></li></ul><p><span style=\"color:#2D2D2D;font-family:&quot;Helvetica&quot;,sans-serif;\"><strong>Physical Requirements</strong></span></p><ul style=\"list-style-type:disc;\"><li style=\"color:#2D2D2D;tab-stops:list .5in;\"><span style=\"font-family:&quot;Helvetica&quot;,sans-serif;\">Ability to lift up to 50 pounds on rare occasions.</span></li></ul><p style=\"text-align:justify;\"><a name=\"_Hlk164853935\"><span style=\"font-family:&quot;Arial&quot;,sans-serif;\"><strong>Training / Licensing Requirements:&nbsp;</strong></span></a></p><ul><li><p style=\"text-align:justify;\"><span style=\"font-family:&quot;Arial&quot;,sans-serif;\"><span>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.</span></span></p></li><li><p style=\"text-align:justify;\"><span style=\"font-family:&quot;Arial&quot;,sans-serif;\"><span style=\"text-decoration:none;\"><strong><u>&nbsp;</u></strong></span></span></p></li></ul><p class=\"Default\" style=\"text-align:justify;\"><span style=\"color:windowtext;font-family:&quot;Arial&quot;,sans-serif;\"><span style=\"font-size:10.0pt;\">Work Schedule: (Only add if needed)</span></span></p><ul style=\"list-style-type:disc;padding-left:48px;\"><li><p class=\"Default\" style=\"text-align:justify;\"><span style=\"color:windowtext;font-family:&quot;Arial&quot;,sans-serif;\"><span style=\"font-size:10.0pt;\">40 Hours per week, Round the clock IT Support as needed</span></span></p></li></ul>",
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