Support Manager (IT Operations Partner Management)

Guaranteed Rate • Chicago, IL

13d • Remote

About The Position

The Support Manager – IT Operations Partner management provides strategic, administrative and operational support to the IT Operations leadership team. This role is responsible for driving business insights through analytics, managing financial tracking and reporting, developing executive-level presentations, coordinating administrative functions, and supporting ad hoc initiatives that enable operational excellence across the organization. The ideal candidate is highly organized, analytical, detail-oriented, and capable of managing multiple priorities while working effectively with leadership, cross-functional teams, and external partners.

Requirements

• Bachelor's degree in Business Administration, Finance, Information Technology, Data Analytics, or a related field, or equivalent work experience.
• 5+ years of experience in Mortgage business operations, analytics, finance, reporting, or a related role.
• Strong proficiency in Microsoft 365 applications, including Excel, PowerPoint, Teams, and Outlook.
• Experience in creating executive-level presentations and reports.
• Demonstrated analytical and problem-solving skills.
• Strong project coordination and organizational capabilities.
• Excellent written and verbal communication skills.
• Ability to manage multiple priorities in a fast-paced environment.

Nice To Haves

• Experience supporting IT Operations, Technical Support, Managed Services, or Partner Support organizations.
• Advanced Excel skills, including Power Query, PivotTables, and financial modeling.
• Experience with Power BI, Tableau, or similar analytics tools.
• Knowledge of budget management, forecasting, and financial reporting processes.
• Experience working with senior executives and leadership teams.
• Familiarity with operational excellence methodologies and process improvement practices.

Responsibilities

• Develop, maintain, and analyze operational dashboards, scorecards, and key performance indicators (KPIs).
• Identify trends, risks, opportunities, and actionable insights to support business decision-making.
• Consolidate and validate data from multiple sources to provide accurate reporting and analysis.
• Create recurring and ad hoc reports for leadership reviews, business updates, and operational planning.
• Support forecasting and performance measurement activities across the (IT Operations organization.
• Develop high-quality executive presentations, business reviews, and leadership communications.
• Transform complex operational and financial data into concise, visual narratives.
• Prepare materials for quarterly business reviews (QBRs), leadership meetings, monthly meetings, and strategic planning sessions.
• Track IT Operations budgets, spending, accruals, forecasts, and financial performance metrics.
• Partner with Finance and accounting teams to support budget planning, forecasting cycles, and variance analysis.
• Maintain financial reporting processes and ensure data accuracy.
• Monitor vendor and partner-related financial commitments and support financial reviews.
• Assist leadership in identifying cost optimization opportunities and operational efficiencies.
• Manage recurring operational reporting cadences and governance processes.
• Support partner cadence activities, including monthly and quarterly reviews.
• Coordinate the collection and synthesis of information across multiple stakeholders.
• Drive process improvements that enhance reporting efficiency and data quality.
• Maintain documentation, reporting templates, and operational procedures.
• Provide administrative and operational support for leadership and team initiatives.
• Coordinate meeting logistics, agendas, action items, and follow-up activities.
• Assist with organization-wide communications, team events, and operational coordination.
• Support onboarding activities, documentation management, and process compliance requirements.
• Respond to time-sensitive business requests and executive inquiries.
• Support special projects, strategic initiatives, and organizational priorities.
• Conduct research, data gathering, and analysis to support decision-making.
• Collaborate across IT Operations, Partner Support, Finance, HR, and external stakeholders on cross-functional initiatives.

Benefits

• eligibility to participate in a company-sponsored 401(k)
• vacation benefits
• eligibility for medical, dental, vision, and prescription drug benefits
• flexible benefits (e.g., healthcare and/or dependent day care flexible spending accounts)
• life insurance and death benefits
• critical care insurance
• personal accidental insurance
• commuter benefits
• pet insurance
• certain time off and leave of absence benefits
• well-being benefits (e.g., employee assistance program)
• other supplemental benefits (e.g. legal planning assistance; identity theft protection; pet insurance; wellness resources)

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Education Level: Associate degree