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 American. 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. This role drives operational excellence, service performance, onboarding readiness, access governance, and continuous process improvement while ensuring alignment with enterprise security, compliance, and business objectives.

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.

Leadership of North American IT Team
• Manages and mentors the North American IT Team, including selection and hiring, performance management, development and effective staffing and workforce planning.

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

Capabilities:
• 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

$85,000 - $120,000 a year

Full Salary Range: $85,000/year (minimum), $102,500/year (midpoint), $120,000/year (maximum).

Pay is based on relevant experience, skills, education, internal equity, and market data. Well-qualified candidates can generally expect offers around the midpoint. Candidates who meet the minimum qualifications but have more limited directly relevant experience for this specific role are typically placed nearer the minimum, while highly experienced candidates with strong role alignment may be placed closer to the maximum.