Senior Manager, Technical Services & Support

Aurora • Pittsburgh, PA

69d

About The Position

Aurora hires talented people with diverse backgrounds who are ready to help build a transportation ecosystem that will make our roads safer, get crucial goods where they need to go, and make mobility more efficient and accessible for all. Aurora's Enterprise IT seeks a visionary leader to transform IT support into a strategic advantage to Aurora's business and operations. This role will reimagine our support service model, embed AI and automation at scale, and cultivate high-performing, globally-distributed teams focused on outstanding service and user experience. This role reports to the Director of IT Support & Operations.

Requirements

• 12+ years of experience in IT Support or Service Management, including 6+ years in leadership roles managing global or multi-site teams within high-growth, complex environments.
• Proven success driving large-scale service transformations and digital modernization initiatives, ideally integrating AI, automation, and analytics into support operations.
• Strong command of IT service delivery best practices and frameworks (e.g., ITIL), with a focus on measurable improvement and customer experience.
• Proven ability to attract, develop, and retain top talent, building diverse, high-performing teams that deliver impact at scale.
• Strategic thinker and operator, comfortable balancing long-term vision with tactical execution and thoughtful change management.
• Exceptional communicator and collaborator, able to influence senior leaders, align cross-functional priorities, and champion a customer-obsessed mindset across the organization.

Responsibilities

• Build and scale Aurora's IT Support function to meet the evolving needs of a fast-growing, distributed workforce and operations in delivering a seamless, automated, and data-driven employee experiences.
• Lead, coach, and inspire regional support teams to operate with accountability, curiosity, and technical excellence-creating a culture that thrives on continuous improvement and proactive problem-solving.
• Accelerate digital transformation of IT service operations by implementing AI-powered tools (virtual agents, intelligent routing, knowledge mining, predictive analytics) that improve efficiency, quality, and user satisfaction.
• Define, measure, and optimize key performance indicators, such as first-contact resolution, customer satisfaction, and automation coverage, and shape the future of IT service delivery.
• Collaborate with Engineering, Security, HR, and other cross-functional teams to ensure a frictionless, secure, and high-impact support experience for all Aurora workforce.
• Own the Technology services and IT Support roadmap, ensuring scalability, reliability, and alignment with Aurora's business priorities, growth trajectory, and commitment to operational excellence.

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Industry: Publishing Industries
• Education Level: No Education Listed
• Number of Employees: 1,001-5,000 employees