Manager, Workplace Technology Services
Job Summary
The Manager, Workplace Technology Services is responsible for delivering a modern, secure, and high-quality technology experience for ICANN’s global workforce. This role leads the Workplace Technology Services function, overseeing endpoint services, collaboration technologies, conference room systems, audio-visual services, workplace productivity tools, and user-facing technology support services.
Key Responsibilities and Duties
Lead the Workplace Technology Services function, ensuring delivery of reliable, secure, and effective technology services for ICANN’s workforce.
Establish and maintain operational processes, procedures, and standards supporting workplace technology services.
Ensure workplace technology services are aligned with organizational objectives, service management standards, and security requirements.
Develop and maintain service delivery models that provide consistent, high-quality support across global locations and remote work environments.
Drive continuous improvement initiatives focused on service quality, workforce experience, and operational efficiency.
Oversee the lifecycle management of enterprise endpoint technologies, including procurement, provisioning, deployment, support, refresh, and retirement.
Manage workplace endpoint services across Apple-focused environments, including macOS, iOS, and iPadOS platforms.
Ensure endpoint management platforms, device policies, software deployment processes, and asset management practices support operational and security objectives.
Partner with Security and Infrastructure teams to maintain endpoint compliance, security posture, and operational health.
Lead hardware refresh programs, operating system upgrades, endpoint modernization efforts, and device lifecycle planning activities.
Oversee support and operational management of workplace productivity and collaboration platforms.
Support deployment, adoption, and operational management of AI-enabled workplace technologies and productivity solutions.
Develop training resources, support materials, and communication plans that improve workforce adoption and utilization of workplace technologies.
Monitor service performance and user feedback to identify opportunities for improvement and optimization.
Lead Workplace Technology Services staff responsible for delivering user-facing technology support and operational services.
Establish service performance standards, operational objectives, and support procedures.
Monitor service metrics, user satisfaction data, and operational performance indicators to drive service improvements.
Ensure timely resolution of incidents, service requests, and workplace technology issues.
Champion a customer-focused culture centered on service excellence, workforce productivity, and positive user experiences.
Partner with Product Management, Engineering, and Enterprise Applications teams to support deployment of new workplace technologies and services.
Lead operational readiness, user enablement, and support planning for AI-enabled workplace technologies and services.
Lead operational readiness activities, support planning, and transition-to-service processes for new products and technologies.
Ensure support models, knowledge resources, documentation, and operational procedures are established prior to service launch.
Support pilot programs, adoption initiatives, and organizational change management efforts.
Provide operational insights and user feedback that inform future product enhancements and service improvements.
Manage vendor relationships associated with workplace technology services, hardware procurement, audio-visual services, and support contracts.
Oversee workplace technology inventory, asset tracking, lifecycle management, and replacement planning.
Support budgeting and forecasting activities related to workplace technology services and endpoint technologies.
Identify opportunities to improve cost efficiency while maintaining service quality and workforce satisfaction.
Lead, mentor, and develop Workplace Technology Specialists and other workplace technology personnel.
Establish performance expectations, professional development plans, and operational objectives for team members.
Foster a culture of accountability, collaboration, innovation, customer service, and continuous improvement.
Build organizational capabilities that support the continued evolution and maturity of workplace technology services.
Perform other duties as assigned.
Required Knowledge, Skills, and Abilities
Strong understanding of workplace technology operations, endpoint management, and workforce-facing technology services.
Experience supporting enterprise Apple environments, including macOS, iOS, iPadOS, and endpoint management platforms such as Jamf Pro.
Strong knowledge of enterprise productivity and collaboration technologies, including Microsoft 365, Teams, SharePoint, OneDrive, Zoom, and related platforms.
Experience supporting conference room technologies, audio-visual systems, executive meeting support, and hybrid collaboration environments.
Understanding of IT Service Management principles, operational support models, and service delivery best practices.
Experience managing endpoint lifecycle programs, asset management processes, and technology refresh initiatives.
Strong customer service orientation and commitment to delivering exceptional workforce experiences.
Proven ability to lead technical support teams and operational service organizations.
Strong analytical, problem-solving, and decision-making skills.
Ability to build effective partnerships across business and technology organizations.
Excellent communication, stakeholder management, and leadership skills.
Education and Experience Requirements
Bachelor’s degree in Information Technology, Computer Science, Engineering, Business Administration, or a related field, or equivalent practical experience.
Minimum eight (8) years of progressively responsible experience supporting workplace technologies, endpoint services, or workforce technology operations.
Minimum three (3) years of people leadership experience managing technical support or workplace technology teams.
Demonstrated experience supporting enterprise collaboration platforms, endpoint management solutions, conference room technologies, and workplace technology services.
Experience supporting global, distributed, and hybrid workforce environments preferred.
Preferred Certifications
Jamf Certified Administrator or equivalent Apple ecosystem certifications.
Apple Device Support certification.
Microsoft 365 certifications.
ITIL Foundation or higher.
HDI Support Center Manager certification.
Relevant collaboration platform certifications.
Project Management Professional (PMP) certification is a plus.