Senior Manager - IT Operations

Senior Manager - IT Operations

Oncourse Home Solutions, also operated as American Water Resources, is a trusted home protection provider helping homeowners across the country protect what matters most. We are a $500 million organization backed by private equity firm Apax Partners, serving 2 million customers across 43 states. We partner with 25+ utilities and municipalities (and growing!) to provide customized solutions tailored to any community - delivering real value where people live. We help homeowners protect the essential systems that keep their homes running - from HVAC, appliances, and electrical to water, sewer, gas lines, and more - so they can avoid the stress and financial impact of unexpected repairs. Our work helps homeowners stay safe, comfortable, and confident in their homes every day. At Oncourse, our people are what makes that possible. We call ourselves SUPERs - Successful, United, Progressive, Empathetic, and Reliable - because that's how we show up for our customers and for each other. We invest in our employees through competitive benefits, an inclusive culture, and employee-led resource groups that strengthen connection, community, and belonging across the company. As an equal opportunity employer, our employment decisions are based on business needs, job requirements and individual qualifications without regard to race, color, religion, age, sex (including pregnancy), sexual orientation, gender identity, national origin, ancestry, marital status, parental status, mental or physical disability, military or veteran status, or any other basis protected by federal, state, or local law. Oncourse Home Solutions is committed to recruiting and retaining talented applicants and to providing all employees with a workplace free from discrimination and/or harassment.

The Sr. Manager, IT Operations is a hands-on, outcomes-focused leader responsible for the reliability, responsiveness, and operational excellence of Oncourse Home Solution's technology environment. Reporting to the CISO, this role owns incident management, desktop support, office network and WiFi infrastructure, change management and overall technology operations across all office locations. This is a role for a builder and operator who thrives on structure, data-driven improvement, and delivering consistent service quality to a growing company. Located at our office in Naperville, IL. Our office environment is a key driver of our company culture and employee experience, so a regular in-office hybrid model (generally T-TH in office and M & F remote) is required.

Responsibilities include but are not limited to:

• Lead the Incident Management function end-to-end: triage, prioritization, escalation, resolution, and post-incident review.
• Own SLA adherence and drive a culture of continual service improvement.
• Oversee desktop and end-user support operations, ensuring timely, consistent resolution of hardware, software, and peripheral issues across all office locations.
• Manage office network and WiFi infrastructure including switches, access points, firewall configurations, and ISP relationships.
• Ensure network availability, performance, and security baseline compliance.
• Direct day-to-day technology operations covering IT systems, tools, and services.
• Maintain operational stability and ensure end-user productivity across the organization.
• Develop and maintain operational runbooks, escalation procedures, and a service catalog.
• Establish clear ownership and accountability for each operational domain.
• Own vendor and contract management for hardware, software, and managed service providers.
• Evaluate renewals, negotiate terms, and ensure service quality commitments are met.
• Define, track, and report on KPIs and SLAs: incident volume, resolution times, ticket aging, network uptime, and user satisfaction scores.
• Partner with IT leadership to identify automation and tooling opportunities that reduce manual operational burden and improve service quality at scale.
• Lead, coach, and develop a team of IT operations professionals including help desk technicians and network support staff.
• Set performance expectations and foster a service-oriented culture.
• Support IT risk, compliance, and audit readiness activities including asset management, endpoint security standards, and technology policy enforcement.
• Own and govern the IT Change Management process, including the Change Advisory Board (CAB) cadence, change request intake, risk assessment, approval workflows, and post-implementation reviews.
• Ensure changes to production systems are controlled, communicated, and traceable to minimize service disruption.

We're Excited if this is You! Experience and Qualifications of the Role:

• 10+ years of progressive IT operations experience, with a minimum of 3 years in a people management or team lead role overseeing multiple operational functions simultaneously.
• Proven track record managing incident management programs at scale, including SLA governance, escalation frameworks, and post-incident review (PIR) processes aligned to ITIL v4 or equivalent frameworks.
• Familiarity in enterprise network and WiFi infrastructure: routing, switching, access points (Cisco Meraki, Fortinet, or equivalent), Cisco Umbrella, ISP management, and network monitoring tools.
• Demonstrated experience managing and provisioning Windows devices and MacBooks at scale, including MDM policy configuration, app deployment, OS lifecycle management, and device enrollment using Microsoft Intune (Windows) and Jamf (macOS).
• Working knowledge of Microsoft Entra ID for identity management, conditional access policies, and device compliance is required.
• Deep understanding of endpoint security fundamentals, including device compliance, identity integration, and baseline configurations.
• Proven ability to manage expectations and navigate escalations from company leadership, including C-suite and executive stakeholders.
• Comfortable operating with visibility, translating complex technical issues into clear business impact, and maintaining composure and credibility under pressure.
• Broad proficiency with Microsoft 365 (M365) administration, SharePoint, Teams, and licensing management.
• Experience integrating M365 services with Entra ID for SSO, MFA, and conditional access is strongly preferred.
• Demonstrated experience collaborating with and managing Managed Service Providers (MSPs), including defining scope of work, enforcing SLAs, conducting performance reviews, and maintaining clear escalation paths between internal teams and external partners.
• Embodies Oncourse Home Solution's SUPER values and brings those values to life through people leadership.
• Track record of building, coaching, and sustaining high-performing technical teams; setting clear expectations, cultivating accountability, recognizing excellence, and developing talent for growth within the organization.

Computer skills Needed to Perform the Job:

• Proficient in ITSM platforms (ServiceNow, Freshworks, Jira Service Management, or equivalent) for ticket management, SLA tracking, and reporting.
• Proficient in Microsoft Intune for Windows device management and Jamf Pro for macOS/iOS device management, including policy enforcement, app deployment, conditional access, and automated enrollment workflows.
• Microsoft 365 (M365) administration experience required; Entra ID administration experience required.

Education: Bachelor's degree in Computer Science, Information Technology, Information Systems, or a related field required. Equivalent combination of education and demonstrated IT operations leadership experience will be considered.

Certificates, Licenses, Registrations: ITIL Foundation Certification – Required. ITIL 4 Managing Professional or equivalent – Preferred. CompTIA Network+ or CCNA – Preferred. Additional relevant certifications (Microsoft, Cisco, or ITSM platform-specific) – a plus.

We offer a compelling total rewards package that includes a competitive base salary and comprehensive benefits to support your total wellbeing. The base pay range for this position is $128,240 - $192,360 USD Annual. The specific pay offered will depend on qualifications, experience, education and skill set. The compensation offered may also include an annual performance-based bonus, sales incentive plan or commission target. Our benefits include, but are not limited to, healthcare, life insurance, paid time off, retirement, commuter benefits, and education reimbursement. Exact compensation may vary based on skills, experience, and location.

Join our SUPER Team and Enjoy Amazing Benefits! Competitive Compensation: We value your hard work and are proud of our competitive pay for performance philosophy. Comprehensive Health Coverage: Medical, dental, and vision insurance options, plus paid short-term and long-term disability coverage. 401(k) Plan with 4% Company Match: Secure your future with our robust retirement plan. Generous Paid Time Off: Take the time you need to recharge and relax. Education Assistance Program: Invest in your growth and development with our support. FSA/HSA Options: Flexible spending and health savings accounts to manage your transportation and dependent care expenses. Employee Wellness: Access to EAP, health, legal, and financial resources to support your overall well-being. Vibrant Company Culture: Monthly Townhalls, employee recognition programs, and Employee Business Resource Groups (EBRGs) to keep you engaged and connected.

Competencies:

• Problem Solving - Uses rigorous logic and methods to solve difficult problems with effective solutions; probes all fruitful sources for answers; can see hidden problems; is excellent at honest analysis;