Sr. Manager, End User Technology

Cars Commerce

12d • Hybrid

About The Position

Be essential at Cars Commerce At Cars Commerce, we’re fanatical about simplifying everything about car buying and selling. We do right by our customers and consumers to better connect the industry with simplified and tierless technology to enhance, measure and drive local automotive retail. Whether through our No.1 most recognized marketplace, Cars.com, our industry-leading digital experience, Dealer Inspire, our trade and appraisal technology, AccuTrade, our reputation-based digital wholesale auction marketplace, Dealerclub, or our new Cars Commerce Media Network, Cars Commerce is essential for success in the automotive industry. No one ever travels alone here: at its core, Cars Commerce is collaboration. In fact, it’s built into the very fabric of our shared values. We like to say we Rise Together – putting people at the center of what we do, from consumer to customer to community. Life at Cars Commerce makes it easy when we share the ethos to be Open to All, encouraging open-minded communication because we know diverse thinking yields better outcomes. But critical to our success is Caring to Challengeand Taking Ownership, fueling a competitive spirit in a respectful environment where we think about tomorrow but act today. At our foundation, we have integrity, Doing the Right Thing, even when it’s hard. It’s our shared commitment to these values that makes Cars Commerce a place where growth becomes not only possible, but downright unavoidable. But don’t take our word for it. As a U.S. News & World Report Best Company to Work For in 2024, we're obsessive about the employee experience. We are among the top 20% being declared “Best” of our industry based on six critical factors that are important to employee wellbeing, like quality of pay, benefits, work life balance and more. About This Role 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

• 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.
• ITIL Foundation required; ITIL Expert, Managing Professional (MP), or Strategic Leader (SL) strongly preferred.
• Proven success executing ITSM improvements with quantifiable results (e.g., improved CSAT, reduced MTTR, increased first-call resolution).
• 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.
• Enterprise IAM solutions (Okta, Azure AD, JumpCloud) and endpoint management platforms (Jamf, Intune, Workspace ONE).
• Strong knowledge of endpoint security (EDR/XDR like CrowdStrike, SentinelOne) and privileged access management (1Password, CyberArk).
• 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

• Execute the ITSM maturity roadmap, transitioning to proactive, data-driven service operations.
• Lead the enhancement of the enterprise ITSM platform (Jira Service Management), focusing on service catalog design, workflow automation, CMDB architecture, and analytics.
• Establish ITIL-aligned processes, including operating the Change Advisory Board (CAB) and developing the service portfolio with clear SLAs and OLAs.
• 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.
• Direct the enterprise asset management program, ensuring complete lifecycle tracking, compliance reporting, and managing the operational budget for team, tools, and vendors.
• Establish a modern endpoint management strategy (Jamf, Intune, Workspace ONE) with zero-touch deployment and secure system images for macOS and Windows.
• Develop and execute a vendor management approach, including SLA governance and performance scorecards.
• Partner with the CISO and security team to manage endpoint security execution, vulnerability management, and threat detection/response.
• Oversee Identity and Access Management (IAM) operations, including SSO, MFA, privileged access management, and zero-trust principles.
• Ensure compliance with key regulatory frameworks (ISO 27001, SOC 2, SOX, GDPR) through continuous controls monitoring and audit readiness.
• Lead initiatives for collaboration platforms and meeting room technology to support a successful hybrid work model.
• Design and oversee employee lifecycle programs, including day-one technology provisioning for onboarding and secure access revocation for offboarding.
• 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