Senior Manager, Technical Services & IT Support

Tech Stack

Responsibilities

• Build and scale Aurora’s IT Support function to meet the evolving needs of a fast-growing, distributed workforce and operations in delivering a seamless, automated, and data-driven employee experiences.
• Lead, coach, and inspire regional support teams to operate with accountability, curiosity, and technical excellence—creating a culture that thrives on continuous improvement and proactive problem-solving.
• Accelerate digital transformation of IT service operations by implementing AI-powered tools (virtual agents, intelligent routing, knowledge mining, predictive analytics) that improve efficiency, quality, and user satisfaction.
• Define, measure, and optimize key performance indicators, such as first-contact resolution, customer satisfaction, and automation coverage, and shape the future of IT service delivery.
• Own the Technology services and IT Support roadmap, ensuring scalability, reliability, and alignment with Aurora’s business priorities, growth trajectory, and commitment to operational excellence.

Soft Skills

Benefits

• Health Insurance
• Dental
• Vision
• 401k
• Equity
• Bonus
• Parental Leave
• Hybrid Work

Culture