Job Description
A career with purpose. A career built on making dreams come true. A career built on building zero defect homes, cost management, and adherence to schedules. Your Responsibilities on the Team Operational Strategy & Continuous Improvement Own and evolve the onsite IT operating model, ensuring it scales effectively across Division and Field Offices. Identify systemic issues, inefficiencies, and recurring pain points; lead improvement initiatives that address root causes rather than symptoms. Drive standardization of processes, tools, and service delivery approaches to reduce variability and improve predictability. Balance service quality, cost, and speed by making informed tradeoff decisions within existing constraints. Performance Management & Insight Define, analyze, and act on KPIs and service metrics to guide decision making and operational improvements. Ensure SLAs are not only met but used as inputs to refine processes, capacity planning, and support models. Translate operational data into clear insights and recommendations for IT leadership and business stakeholders. Team Leadership & Capability Building Lead and develop a team of Onsite IT technicians by setting clear expectations, priorities, and outcomes. Focus technician effort on high value work by eliminating rework, inefficiencies, and unnecessary manual processes. Provide coaching, mentorship, and development opportunities that build a resilient, adaptable, and accountable team. Enterprise Alignment & Cross Functional Collaboration Partner closely with Infrastructure, Security, Engineering, and Service Desk teams to deliver integrated, end to end solutions. Serve as the onsite IT execution lead for enterprise initiatives, ensuring successful adoption and operational readiness at the field level. Act as an advocate for Division and Field Office needs, ensuring field realities inform enterprise planning and prioritization. Governance, Documentation & Standards Promote governance and adherence to enterprise IT policies, SOPs, and frameworks such as ITIL and ISO 27001. Ensure operational documentation, knowledge articles, and onboarding materials are current, effective, and enable consistent execution. Champion a culture of accountability, transparency, and customer focused service across onsite IT. What Success Looks Like Fewer recurring incidents due to systemic fixes rather than repeated response Clear, trusted operational metrics used to guide leadership decisions A predictable, scalable onsite IT experience across all supported locations Technicians spending more time on planned, value add work and less time firefighting Strong alignment between enterprise IT strategy and field level execution Requirements Required 5+ years of relevant IT experience, including leadership or supervisory responsibility Demonstrated experience improving IT operations, service delivery, or support models Strong communication and stakeholder management skills Preferred Bachelors degree or equivalent professional experience ITIL certification or strong working knowledge of IT service management principles Core Skills & Attributes Operational and systems thinking; ability to assess current state and design improved future state Comfort making prioritization and tradeoff decisions with limited resources Experience improving outcomes without adding headcount or budget Ability to influence across teams without direct authority Solid understanding of infrastructure fundamentals, security integration, and service delivery Strong written and verbal communication skills High degree of professional integrity, accountability, and customer focus Adaptable and effective in a fast paced, evolving environment