Manager, Workplace Technology Services

About the role

The Manager, Workplace Technology Services is responsible for the global delivery, governance, and continuous improvement of end-user technology services and employee technology enablement processes across North America. The role leads the North American Service Desk function, owns IT service management, workplace technology governance, oversees the North American IT team and partners with People & Culture, business leaders, and technical teams to ensure employees have timely access to systems, devices, and support throughout the employee lifecycle.

Responsibilities

• Service Desk Leadership & Service Delivery
  Lead the global Service Desk function, ensuring high-quality support, service performance, and team effectiveness across regions.
• IT Service Management & Governance
  Own and continuously improve IT service management, workplace technology services, employee access governance, and technology onboarding processes to support employee productivity and business operations.
• Governance, Risk & Compliance
  Ensure service operations, technology controls, and asset management practices align with security, compliance, audit, and governance requirements.
• Continuous Improvement & Business Partnership
  Use data, reporting, and stakeholder feedback to drive service improvements, optimize processes, and enhance the employee technology experience.
• Stakeholder & Vendor Management
  Partner with business leaders, People & Culture, technology teams, and vendors to deliver effective and scalable workplace technology services.

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, Workspace ONE (or equivalent endpoint management platform), CrowdStrike (or equivalent endpoint protection platform), 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

Skills

• Strong leadership and team management capability across global teams
• Excellent written and verbal communication, including executive-level reporting
• Operational discipline and attention to detail
• Data-driven decision making and analytical mindset
• Ability to work independently and drive outcomes with minimal supervision
• 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

Pay

$85,000 - $120,000 a year

Schedule

N/A