Manager, Workplace Technology Services

SDI Presence•Chicago, IL

1d•Hybrid

About The Position

The Manager, Workplace Technology Services is responsible for leading and overseeing all end-user technology functions, including Field Services, Change Management, and IT Asset Management, in support of the City account. This role ensures the delivery of high-quality, reliable, and customer-focused IT services that enable day-to-day operations across all departments. The Manager will drive operational excellence, improve service delivery performance, and lead a team of technicians and support staff to meet and exceed service level expectations.

Requirements

Bachelor’s degree in Information Technology or related field preferred
5+ years of experience in IT support, EUC, or field services
5+ years of leadership or supervisory experience
Ability to work onsite 2-3 days/week
Strong understanding of ITIL processes, especially Incident, Change, and Asset Management
Experience working in large enterprise or government environments preferred
Excellent communication, leadership, and organizational skills

Responsibilities

Lead and manage the Field Services and End User Computing (EUC) teams
Provide day-to-day direction, coaching, and performance management
Foster a culture of accountability, responsiveness, and customer service excellence
Oversee onsite and remote support activities across City locations
Ensure timely resolution of incidents, service requests, and escalations
Optimize technician dispatching, scheduling, and workload balancing
Manage and enforce IT change management processes and governance
Ensure all changes are documented, approved, and communicated effectively
Minimize service disruption through proper planning and coordination
Oversee lifecycle management of IT assets (procurement, deployment, tracking, and retirement)
Ensure accurate inventory and compliance with City and contractual requirements
Partner with procurement and finance teams as needed
Monitor and report on SLAs, KPIs, and performance metrics
Identify opportunities for process improvement and automation
Drive initiatives to enhance the end-user experience
Serve as a key point of contact for City stakeholders and internal leadership
Participate in governance meetings and provide regular updates on service performance
Collaborate with other towers to ensure seamless service delivery