Business Intelligence Manager, IT, Support Center

Job title: Business Intelligence Manager, IT, Support Center

About the Role The Business Intelligence Manager, IT, Support Center leads daily BI operations and analytics service delivery, guiding a team of IT professionals, including ETL developers, to ensure accurate, secure, and scalable data solutions and insights. This role drives data governance, data stewardship, and cross-functional collaboration to inform strategic decisions, with a focus on data integrity, security, and compliance in a fully remote U.S.-based environment.

What You'll Do

• Lead and develop a team of IT professionals, setting clear goals, coaching, managing performance, and fostering a growth-oriented culture; align efforts with organizational strategic initiatives.
• Own service delivery and IT BI operations, including incident, request, change, and problem management; monitor SLAs/OLAs and drive continuous improvement in customer experience.
• Implement and enforce security and compliance controls; support audits, risk remediation, and business continuity/disaster recovery planning and testing.
• Establish and manage vendor relationships, evaluate solutions, negotiate contracts/SOWs, and ensure delivery against SLAs.
• Develop and manage budgets and forecasts; oversee purchasing, PO creation, invoice processing, and vendor cost optimization.
• Own IT documentation and process management, ensuring policies, procedures, diagrams, and runbooks are current and effective to enable strategic alignment and operational excellence.
• Champion a consultative, solution-oriented, and customer-centric culture; promote cross-functional collaboration and recognition of service excellence.

What We're Looking For

• Minimum education: Bachelor's degree in Information Technology, Computer Science, or related field; Master's degree preferred.
• Experience: at least 5+ years in IT leadership/management focusing on data and reporting; 5+ years in a customer support environment; 2+ years in technical support or technical project management.
• Certifications: Power BI certification required; vendor/technology certifications (e.g., Microsoft/Azure, Salesforce, Boomi) are a plus.
• Knowledge/skills: Advanced strategic thinking, problem solving, data governance, BI systems, data architecture, cloud analytics platforms, data security, and enterprise reporting applications; strong communication and stakeholder engagement; ability to translate data concepts for technical and non-technical audiences.
• Leadership: Proven experience managing people, recruiting and developing teams.
• Travel: Occasional travel 10-15% may be required for department meetings, vendor management, or enterprise workshops.
• Physical requirements: Frequent sitting and use of computer equipment; occasional standing, walking, bending, lifting up to 10 lbs; availability to work after hours, weekends, holidays as needed.

Nice to Have

• Master's degree or advanced graduate coursework preferred.
• Additional certifications in BI or cloud platforms; experience with nonprofit or healthcare sectors.