I.T. Workplace Services Manager

Panasonic • Bridgeton, MO

1d

About The Position

We are seeking a strategic, hands on IT Workplace Services Manager to lead our global digital workplace and end user support organization. This role owns the experience, performance, and evolution of workplace technologies (Microsoft 365, collaboration tools, conferencing/AV) and oversees worldwide Tier 1–2 service desk operations. The ideal candidate is a customer focused, data driven leader who combines strong ITSM discipline with modern automation, digital workplace adoption, and global team leadership—translating IT performance into measurable business outcomes.

Requirements

• Bachelor’s degree in IT or related field.
• 10+ years in ITSM or end user support, with 2+ years leading global teams.
• Experience with distributed and/or outsourced service models.
• Strong ITSM platform expertise (ServiceNow, SCSM, BMC, Jira, etc.).
• Hands on knowledge of endpoint/MDM tools (Intune, Jamf, Workspace ONE).
• Proven success driving automation, shift left, and measurable service improvement.
• Executive level communication skills and strong business acumen.

Nice To Haves

• ITIL certification preferred.

Responsibilities

• Own deployment, availability, and adoption of Microsoft 365, collaboration tools, and conference room AV.
• Partner with vendors and internal teams to deliver a consistent, secure, high quality user experience globally.
• Lead a globally distributed Tier 1–2 service desk (insourced and outsourced).
• Standardize processes, knowledge, and operating models across regions and time zones.
• Own ITIL aligned processes (Incident, Request, Problem, Change, Knowledge).
• Define and report on KPIs, SLAs, and SLOs; drive root cause elimination and ticket reduction.
• Expand self service, automation, AI/virtual agents, and proactive support models.
• Deliver a future state Digital Service Desk strategy focused on scale, efficiency, and user satisfaction.
• Oversee global endpoint and asset lifecycle (procurement through retirement).
• Govern imaging, patching, MDM, and compliance.
• Develop and lead high performing global teams.
• Manage service desk and endpoint vendors through clear performance metrics.
• Ensure alignment with security, audit, and regulatory standards.

Benefits

• Offering medical, dental, vision, prescription plans, plus Health Savings Account and Flexible Spending Account options.
• Life, accident, critical illness, disability, legal, identity theft, and pet insurance.
• 401(k) plan with company matching contributions and immediate vesting.
• Paid time off, stewardship and parental leave.
• Tuition reimbursement for job-related courses after six months of service.
• EAP, virtual health management, chronic condition, and tobacco cessation.

What This Job Offers

• Job Type: Full-time
• Career Level: Senior
• Number of Employees: 501-1,000 employees