Manager, Workplace Technology Services

WEX•Boston, MA

1d•$101,800 - $127,200•Remote

About The Position

The Manager of Workplace Technology Services serves a critical leadership role within the organization, acting as a central point of contact for the procurement, distribution, and lifecycle management of all end-user hardware and licensed software across the global WEX ecosystem. They will lead a diverse, global team of IT Support Specialists and Technicians and be responsible for driving operational excellence, strategic vendor partnerships, and proactive automation initiatives to optimize technology spend and enhance WEX’s Digital Employee Experience (DEX).

Requirements

Ability to project annual hardware demand forecasting, manage CapEx/OpEx budgets, and demonstrate tangible ROI through cost-avoidance.
Proven background in IT Operations with a focus on continuous improvement, hardware logistics, and inventory control
Experience managing global IT vendors and logistical partnerships, including enforcing strict Service Level Agreements (SLAs)
Practical, hands-on experience utilizing IT Service Management (ITSM) and ITIL frameworks is required, with an active ITIL/ITSM certification highly preferred.
Experience managing global, cross-functional teams.
Jira Service Management, Nexthink, Coupa, Microsoft SCCM/Intune, JAMF, Google MDM and Calero.

Nice To Haves

active ITIL/ITSM certification highly preferred

Responsibilities

Oversee the global distribution and recovery of all end-user endpoints (7,500+ devices), ensuring employees receive hardware optimized for their specific personas for each use case (Onboardings/Offboardings, Refresh, Break/Fix, etc.)
Manage the annual PC Refresh process, enforcing an optimized hardware lifecycle to maintain employee productivity and mitigate device failure risks.
Manage and optimize the global vendor ecosystem for all end-user hardware, including strategic logistical partnerships and regional hardware vendors across North America, EMEA, and APAC.
Manage regional telecommunications providers for mobile device procurement and inventory. Additionally, coordinate with international Managed Service Providers (MSPs) for printer support.
Manage the procurement and approval process for non-standard requests, mobile device provisioning, and network printer/AV infrastructure deployments.
Oversee the purchasing, distribution, and ongoing management of all "Specialty Licensed Software" (e.g., Adobe, Visual Studio, JetBrains).
Drive cost-optimization by tracking usage and conducting manual and automated audits to reclaim, downgrade, or reallocate underutilized licenses.
Enforce strict Configuration Management Database (CMDB) best practices, ensuring chain of custody by mandating real-time status updates.
Coordinate regular physical inventory counts across all WEX office locations to maintain accurate stock visibility and prevent data staleness. Additionally, lead hardware demand forecasting, ordering, and comprehensive CapEx/OpEx financial management.
Ensure all end-of-life and defective assets are collected and securely processed by certified IT Asset Disposition (ITAD) vendors, strictly adhering to NIST 800-88 standards and the Global Equipment Disposal Policy.
Leverage the Nexthink platform to shift from reactive troubleshooting to proactive device management, tracking metrics like boot speeds, application crashes, and RAM utilization to improve WEX's overall DEX score.
Expand "Shift-Left" capabilities by integrating automated software provisioning and remediation tools through Jira Service Management (JSM).