Manager, IT Digital Workplace Services
About The Position
The Manager, IT – Digital Workplace Services manages the day-to-day operations, support, and continuous improvement of Digital Workplace technologies and services. The role leads managed service partners and internal resources supporting Active Directory, Microsoft Entra ID, endpoint management, workstation lifecycle services, and workplace productivity technologies. It ensures secure, reliable, and efficient service delivery in partnership with Infrastructure Operations, Information Security, Service Desk, and business stakeholders. The position is accountable for service delivery, operational performance, vendor management, technology implementation, and continuous improvement across Active Directory and End User Computing environments. It also provides leadership to managed service provider teams and assigned technical resources, sets service priorities and accountability, fosters cross-team collaboration, coaches team members, and promotes customer service and operational excellence. The role is based at the company’s Corporate Headquarters in Lake Forest, Illinois. Local candidates only; relocation assistance is not available.
Requirements
- Bachelor’s degree in Information Technology, Computer Science, Engineering, or a related field, or equivalent experience.
- At least 6 years of IT infrastructure or operations experience.
- At least 2 years of experience leading technical teams, vendors, or managed service providers.
- Experience supporting Active Directory and Microsoft Entra ID environments.
- Experience with endpoint management technologies such as Intune, SCCM, or Microsoft Endpoint Manager.
- Experience working within ITIL-based operational environments.
Nice To Haves
- Microsoft Entra ID or Azure certifications.
- Microsoft Endpoint Administrator certification.
- ITIL Foundation certification.
- Experience with ServiceNow.
- Experience supporting large-scale workstation environments.
Responsibilities
- Manage daily operations for Digital Workplace services, including endpoint management, workstation standards, collaboration technologies, and identity services.
- Ensure service availability, stability, and performance meet established service level objectives.
- Coordinate support activities between internal teams and managed service providers.
- Ensure incidents, service requests, problems, and changes are managed effectively within established ITSM processes.
- Monitor service performance and drive corrective actions when service levels are not achieved.
- Support and maintain Active Directory and Microsoft Entra ID services.
- Ensure user lifecycle processes are executed effectively, including provisioning, access management, and role-based access controls.
- Partner with Cyber Security teams on identity-related initiatives and remediation activities.
- Assist with implementation and support of MFA, Conditional Access, Windows Hello for Business, privileged access controls, and passwordless authentication solutions.
- Maintain operational documentation, standards, and support procedures.
- Manage enterprise endpoint platforms and services.
- Oversee workstation deployment, refresh, imaging, patching, software distribution, and compliance processes.
- Support modernization initiatives using technologies such as Intune, Autopilot, SCCM, and Microsoft Endpoint Management.
- Ensure endpoint security standards and compliance requirements are maintained.
- Partner with Site Support and Service Desk teams to improve end-user experience and service quality.
- Lead operational relationships with managed service providers supporting Digital Workplace services.
- Conduct regular service and performance review meetings with providers.
- Monitor compliance with service level agreements and contractual obligations.
- Escalate and resolve service delivery issues and drive service improvement initiatives with vendor partners.
- Support implementation of enterprise security standards for workplace technologies and compliance with endpoint security, patching, and identity management requirements.
- Participate in audit activities, remediation efforts, vulnerability remediation, and operational risk reduction initiatives.
- Collaborate with cybersecurity teams to strengthen the security posture of Digital Workplace services.
- Lead Digital Workplace projects and operational improvement initiatives.
- Coordinate implementation of new technologies and service enhancements.
- Identify opportunities to automate manual processes and improve operational efficiency.
- Develop reporting and metrics to track performance and service quality.
- Participate in technology evaluations and contribute recommendations for future improvements.
- Provide leadership and direction to managed service provider teams and assigned technical resources.
- Establish clear priorities and accountability for service delivery outcomes.
- Foster collaboration across Infrastructure Operations, Security, Service Desk, and Site Support teams.
- Coach team members and support professional development.
- Promote customer service, accountability, continuous improvement, and operational excellence.
Benefits
- Annual incentive eligibility of 14%, subject to the business meeting financial goals, the individual meeting performance goals, and plan administration guidelines.
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What This Job Offers
Job Type
Full-time
Career Level
Manager
