Manager - Technical Services, End User Services

Job description

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 ve...