Location(s)
Dallas, Texas
DetailsWe are seeking a highly motivated and experienced Sr. Manager, IT On-Site to lead day-to-day IT operations across multiple business locations within our large-scale P&C and Life insurance organization. This role ensures consistent, high-quality IT service delivery, manages a team of on-site IT professionals, and collaborates closely with enterprise infrastructure, applications, and security teams.
The ideal candidate brings hands-on, deep experience in enterprise IT operations within regulated environments and demonstrates a proactive, data-driven approach to service improvement. This includes identifying root causes of recurring incidents, driving automation and self-service capabilities, and reducing ticket volumes through continuous process optimization.
Position Responsibilities:IT Operations Leadership- Manage all aspects of on-site IT services and support across assigned office locations, ensuring reliable, secure, and responsive IT environments.
- Monitor and maintain end-user systems, desktop infrastructure, network connectivity, printing, and audio/visual conference room equipment.
- Ensure proper handling and escalation of incidents, requests, and problems, meeting or exceeding service level targets.
- Commitment to establishing standardized operating procedures across locations.
Team Management- Supervise, coach, and develop a geographically distributed team of IT support staff and technicians.
- Set clear performance goals, provide feedback, and foster a culture of accountability and continuous improvement.
- Coordinate staff scheduling and coverage across business hours and special events.
Project & Deployment Support- Oversee and coordinate on-site support for system rollouts, upgrades, patching, office moves, and technology refresh initiatives.
- Partner with enterprise IT teams on broader infrastructure, security, and application initiatives that impact supported locations.
Vendor & Asset Management- Manage relationships with regional and local IT vendors, service providers, and equipment suppliers.
- Oversee IT asset inventory, procurement, and lifecycle management across supported sites.
Compliance & Security- Ensure compliance with company security policies, regulatory standards (e.g., NAIC, SOX, HIPAA), and audit requirements.
- Participate in disaster recovery and business continuity planning and testing.
Customer Service & Communication- Serve as the primary IT point of contact for local site leaders and business units.
- Communicate IT status, changes, and impacts clearly and proactively to stakeholders.
Position Qualifications:Education & Experience- Bachelor's degree in Information Technology, Computer Science, or a related field; equivalent experience considered.
- At least 7 years of experience in IT operations or infrastructure support
- Minimum of 3 years in a supervisory or management role.
- Experience supporting multiple business locations within a large enterprise, preferably in the insurance or financial services industry.
Technical Competencies- Strong working knowledge of:
- Windows enterprise environments (Windows 11)
- Endpoint management (SCCM, Intune, Autopilot)
- Identity & access management (Active Directory, Azure AD)
- ITSM platforms (ServiceNow or equivalent)
- Microsoft 365 and Azure services
- Familiarity with legacy systems such as:
- AS/400
- mainframe terminals
- insurance-specific platforms are a plus.
- Exposure to cloud-based services (Microsoft 365, Azure), endpoint management, AI and security tools.
- Familiarity with Remote Tool technologies (e.g., Beyond Trust, Remote Assist).
Leadership Skills- Proven ability to lead and develop a geographically dispersed team.
- Excellent organizational, communication, and stakeholder management skills.
- Ability to manage multiple competing priorities in a dynamic, regulated environment.
Preferred Certifications- ITIL Foundation (or higher)
- CompTIA A+, Network+, or Microsoft certifications
- Project management certification (e.g., PMP, Scrum Master) is a plus
Travel Requirements- Up to 25-30% regional travel between company sites.
- Works onsite at our Richardson, TX office
