Onity Group Jobs (NOW HIRING)

Job Summary:
Onity Group Inc. is a leading non-bank financial services company providing mortgage servicing and originations solutions. The IT Manager will direct the strategy and operations for the company’s End User Support and IT Operations, leading a distributed team to ensure optimal workplace performance and drive the adoption of emerging technologies including Artificial Intelligence.
Responsibilities:
• Manage, mentor, and develop the US End User Service Team, including hiring, performance evaluations, and career development planning.
• Define and enforce IT service standards, Service Level Agreements (SLAs), and operational KPIs to ensure the highest quality of support across all US sites.
• Serve as the escalation point for critical incidents and the primary liaison between executive leadership, third-party vendors, and technical teams.
• Promote a culture of excellence, ensuring high customer satisfaction and professional service delivery across the organization.
• Oversee the delivery of desktop support and IT operations for all US employees, ensuring seamless connectivity and functionality for onsite and remote staff.
• Spearhead the development and integration of AI technologies into the support ecosystem; identify opportunities to utilize AI for automating routine helpdesk tasks, ticket triage, and predictive maintenance.
• Drive the usage of AI-assisted tools (e.g., Microsoft Copilot, chatbots, or scripting assistants) to enhance technician productivity and shorten resolution times.
• Evaluate and prioritize complex technical issues, ensuring resources are allocated effectively to resolve high-impact problems.
• Manage the lifecycle and support of all peripherals, telecommunications systems, and collaboration tools, including MS Teams, Call Center Applications, and Intune.
• Govern the integrity and security of the IT desktop environment, ensuring compliance with all corporate security standards and build requirements.
• Manage the deployment strategy for desktop software and systems; oversee the resolution of failed deployments and collaborate with Desktop Engineering on systemic improvements.
• Direct the Asset Management lifecycle, from procurement to disposal, ensuring accurate inventory auditing and responsible management of surplus equipment.
• Forecast and manage hardware inventory levels and procurement budgets for all US locations to accommodate growth and refresh cycles.
• Architect and maintain a comprehensive knowledgebase strategy, ensuring technical documentation and user guides are kept current for the Service Desk and IT Teams.
• Oversee ITSM data integrity, ensuring all incidents and requests are documented accurately to facilitate trend analysis and reporting.
• Proactively analyze operational data to identify inefficiencies and recommend process improvements to the Director of End User Services.
Qualifications:
Required:
• Proven experience in an IT Management role, specifically managing distributed teams or multiple office locations.
• Minimum 10 years of equivalent, related work experience in IT support and operations.
• Demonstrated experience implementing or managing AI tools within an IT support context (e.g., AI-driven ticketing analysis, chatbots, or automation workflows).
• Strong working knowledge of Windows Server, Active Directory, Microsoft Exchange, and modern cloud infrastructures.
• Solid understanding of networking fundamentals (TCP/IP, DNS, DHCP) and core IT security principles.
• Experience managing vendors and procurement processes.
Preferred:
• Bachelor’s degree in Information Technology, Computer Science, or a related field.
• Experience with modern endpoint management tools, specifically Microsoft Intune.
• Formal certifications (e.g., ITIL Foundation, PMP, CISSP, or Microsoft 365 Certified: Modern Desktop Administrator Associate).
Company:
We are Onity. We get it done. Onity Group Inc. (NYST: ONIT) is a leading non-bank financial services company. Founded in , the company is headquartered in West Palm Beach, Florida, US, , with a team of 5001-10000 employees. The company is currently Late Stage.