Sr. Manager, End User Technology

Cars Commerce • Chicago, IL

3d • Hybrid

About The Position

Ready to be a game-changer? We're hunting for a high-impact, results-oriented Senior Manager of End User Technology to not just manage, but revolutionize our enterprise technology services. This is a high-visibility leadership role where you will be the driving force behind operational excellence. You'll own the daily operations of end-user computing, spearhead service delivery, and fundamentally elevate the entire digital workplace experience. Step up and lead the future of technology for our entire organization! Reporting directly to the VP of Enterprise Technology, you will lead a high-performing team and partner across IT leadership to implement technology strategies that directly enable our workforce to perform at their best. This role is key to transforming reactive support into proactive, data-driven service operations and ensuring technology investments deliver maximum value. This is a hybrid role and will require in-person attendance to the office in Chicago, IL.

Requirements

• Service Management & Leadership Experience: 8+ years of progressive IT experience, with at least 4+ years in IT service management or end-user technology leadership, and 3+ years managing technical teams.
• Certifications: ITIL Foundation required; ITIL Expert, Managing Professional (MP), or Strategic Leader (SL) strongly preferred.
• Track Record: Proven success executing ITSM improvements with quantifiable results (e.g., improved CSAT, reduced MTTR, increased first-call resolution).
• Expertise: Deep expertise in service catalog design, SLA/OLA frameworks, and CAB governance in organizations with 2000+ employees.
• Core Platforms: Google Workspace, Microsoft 365, Slack, Atlassian, and Zoom.
• IAM/Endpoint: Enterprise IAM solutions (Okta, Azure AD, JumpCloud) and endpoint management platforms (Jamf, Intune, Workspace ONE).
• Security: Strong knowledge of endpoint security (EDR/XDR like CrowdStrike, SentinelOne) and privileged access management (1Password, CyberArk).
• Architecture/Compliance: Understanding of IAM architecture (SSO, MFA, zero-trust) and regulatory frameworks (ISO 27001, SOC 2, SOX, GDPR).

Nice To Haves

• Experience in high-growth technology companies or scaling IT operations.
• Background in security operations or incident response.

Responsibilities

• ITSM & Service Operations Leadership Strategy & Maturity: Execute the ITSM maturity roadmap, transitioning to proactive, data-driven service operations.
• Platform Ownership: Lead the enhancement of the enterprise ITSM platform (Jira Service Management), focusing on service catalog design, workflow automation, CMDB architecture, and analytics.
• Governance: Establish ITIL-aligned processes, including operating the Change Advisory Board (CAB) and developing the service portfolio with clear SLAs and OLAs.
• Service Desk: Scale service desk operations with a multi-tiered support model, skills-based routing, and 24/7 coverage options. Drive continuous improvement by monitoring metrics (CSAT, MTTR) and automating first contact resolutions.
• Technology Portfolio & Lifecycle Management Asset Management: Direct the enterprise asset management program, ensuring complete lifecycle tracking, compliance reporting, and managing the operational budget for team, tools, and vendors.
• Endpoint Strategy: Establish a modern endpoint management strategy (Jamf, Intune, Workspace ONE) with zero-touch deployment and secure system images for macOS and Windows.
• Vendor Management: Develop and execute a vendor management approach, including SLA governance and performance scorecards.
• Security Partnership & Compliance Endpoint Security: Partner with the CISO and security team to manage endpoint security execution, vulnerability management, and threat detection/response.
• IAM Operations: Oversee Identity and Access Management (IAM) operations, including SSO, MFA, privileged access management, and zero-trust principles.
• Compliance: Ensure compliance with key regulatory frameworks (ISO 27001, SOC 2, SOX, GDPR) through continuous controls monitoring and audit readiness.
• Digital Workplace & Employee Experience Hybrid Work: Lead initiatives for collaboration platforms and meeting room technology to support a successful hybrid work model.
• Employee Lifecycle: Design and oversee employee lifecycle programs, including day-one technology provisioning for onboarding and secure access revocation for offboarding.
• AI Literacy: Build an AI literacy program, including training curriculum, best practices, and a center of excellence for end-user tools.

Benefits

• Medical, Dental & Vision Healthcare Plans
• New Hire Stipend for Home Office Set-Up
• Generous PTO
• Refuel - a service based recognition program where employees receive additional paid time away to learn grow and reset
• Paid Holidays, Floating Holiday, Volunteer Day, Recharge Day

What This Job Offers

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