Role description

Job Role:- Workplace Services Tower Manager

Job Location:- Washington, DC

Job Description:-

The Workplace Services Tower Manager is accountable for the daytoday delivery oversight and continuous improvement of workplace services This role ensures alignment with clients organizational strategy compliance with contractual and performance obligations and delivery of highquality IT services in line with agreed service levels and industry best practices

The role provides oversight of all services supporting enduser computing including desktops laptops mobile devices and endpoint platforms as well as associated engineering and operations functions

Engineering Services include the design development and enhancement of solutions such as OS images GPOs scripts and software deployments Responsibilities include adhering to change management processes obtaining necessary approvals and security accreditations developing SOPs and enabling operations teams through training This function also leads problem management and continuous process improvement initiatives

Operations Services focus on the support and maintenance of existing solutions ensuring adherence to SOPs and service standards Responsibilities include endpoint management patching restoration and compliance vendor coordination for issue resolution support for problem management activities and maintenance of tower documentation

KEY RESPONSIBILITIES

1 STRATEGY PLANNING DEMAND MANAGEMENT

Provide status updates on EUC operations engineering and project initiatives

Recommend services technologies and solutions aligned with business objectives

Develop project plans and operational strategies aligned with the tower roadmap

Contribute to strategic planning through research insights and best practices

Support business case development and advisory services

Enforce service standards and delivery framework across tower

2 WORKLOAD MANAGEMENT

Ensure appropriate staffing levels skills and technology capabilities are maintained

Manage workforce planning and coverage requirements

Oversee daily tower operations including BAU engineering and projects initiatives

Ensure tower compliance to contractual obligations

Facilitate tower escalations and drive timely resolution of service issues

Ensure adherence to SLAsOLAs and operational standards

3 GOVERNANCE STAKEHOLDER MANAGEMENT

Participate in governance forums and operational reviews

Maintain effective communication with client stakeholders and account team

Coordinate tower activities across internal and client teams

Track and report on service performance and return on investment ROI PACE reports

4 PERFORMANCE CONTINUOUS IMPROVEMENT

Manage and report on service performance against SLAs and KPIs

Align solutions with enterprise architecture and business strategy

Conduct problem root cause analysis and implement service improvements

Drive innovation and transformation initiatives to enhance service delivery

5 INTEGRATION ARCHITECTURE

Maintain and provide recommendations on tower architecture integration and implementation strategies

6 CUSTOMER SERVICE EXCELLENCE

Drive customer satisfaction and service quality

Proactively identify and resolve service issues

Foster strong collaboration with stakeholders and partners

QUALIFICATIONS EXPERIENCE

EDUCATION

Bachelors degree or above in Information Technology Computer Science or related field

EXPERIENCE

10 years of experience in IT service delivery or operations

5 years in a leadership role managing medium to largescale IT services or MSP delivery

Experience in managing medium teams and EUC work streams

KEY SKILLS COMPETENCIES

IT Service Management ITIL or equivalent preferred

Strategic Planning Transformation

Written and Oral Communication English

Governance and Resource Management

Performance SLA Management

Problem Solving Decision Making

KEY TECHNOLOGIES

Windows 11 OS

SCCM

Scripting eg Python PowerShell etc

Beyond Trust

Microsoft Authoring tools

VDI

Azure

Intune

CoPilot

WORK ENVIRONMENT

Onsite work environment with collaboration across global teams

May require participation in governance and review meetings across time zones