Manager, Workplace Technology Services
On-siteChicago, Illinois, United States
Job Summary
Lead the global Service Desk function and oversee the North American IT team, ensuring high-quality support, service performance, and team effectiveness across regions. Own and continuously improve IT service management, workplace technology governance, and employee access processes to support productivity and business operations. Drive operational excellence by using data and stakeholder feedback to optimize processes, enhance the employee technology experience, and ensure alignment with enterprise security, compliance, and business objectives. Partner with People & Culture, business leaders, and technical teams to deliver scalable workplace technology services while managing vendor relationships and workforce planning. Manage the North American IT team through selection, hiring, performance management, and development to drive continuous improvement and operational transformation.
Required Qualifications
- 5+ years' experience in IT Service Delivery or Service Desk Management
- Proven experience managing distributed or global support teams
- Experience leading IT Service Management (ITSM) functions
- Experience leading operational governance and continuous improvement initiatives across multiple stakeholder groups
- Experience managing employee onboarding, offboarding, or access management processes
- Experience working cross-functionally with HR, Security, and business stakeholders
- Experience driving process improvement and operational transformation initiatives
- Strong experience with ITIL-based service management practices
- Hands-on experience with Freshservice or similar ITSM tools
- Hands-on experience with Workspace ONE (or equivalent endpoint management platform)
- Hands-on experience with CrowdStrike (or equivalent endpoint protection platform)
- Hands-on experience with Microsoft 365 and Azure Active Directory / Entra ID
- Experience in SLA management, reporting, and service performance analytics
- Exposure to ISO 27001, ISMS, or similar compliance frameworks
- Strong stakeholder management and communication skills
- Strong leadership and team management capability across global teams
- Excellent written and verbal communication, including executive-level reporting
- Strong operational discipline and attention to detail
- Data-driven decision making and analytical mindset
- Ability to work independently and drive outcomes with minimal supervision
- Strong ownership and accountability for service outcomes
- Proactive escalation and risk management mindset
- Ability to balance customer experience with security and governance requirements
- Strong collaboration with technical, security, and business stakeholders
- Continuous improvement mindset with focus on efficiency and maturity uplift
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