Manager, Workplace Technology Services

Coates Group•Chicago, IL

5d•$85,000 - $120,000

About The Position

The Manager, Workplace Technology Services is responsible for the global delivery, governance, and continuous improvement of end-user technology services and employee technology enablement processes across North American. The role leads the North American Service Desk function, owns IT service management, workplace technology governance, oversees the North American IT team and partners with People & Culture, business leaders, and technical teams to ensure employees have timely access to systems, devices, and support throughout the employee lifecycle. This role drives operational excellence, service performance, onboarding readiness, access governance, and continuous process improvement while ensuring alignment with enterprise security, compliance, and business objectives.

Requirements

5+ years’ experience in IT Service Delivery or Service Desk Management
Proven experience managing distributed or global support teams
Experience leading IT Service Management (ITSM) functions.
Experience leading operational governance and continuous improvement initiatives across multiple stakeholder groups.
Experience managing employee onboarding, offboarding, or access management processes.
Experience working cross-functionally with HR, Security, and business stakeholders.
Experience driving process improvement and operational transformation initiatives.
Strong experience with ITIL-based service management practices
Hands-on experience with: Freshservice or similar ITSM tools
Workspace ONE (or equivalent endpoint management platform)
CrowdStrike (or equivalent endpoint protection platform)
Microsoft 365 and Azure Active Directory / Entra ID
Experience in SLA management, reporting, and service performance analytics
Exposure to ISO 27001, ISMS, or similar compliance frameworks
Strong stakeholder management and communication skills

Nice To Haves

Strong leadership and team management capability across global teams
Excellent written and verbal communication, including executive-level reporting
Strong operational discipline and attention to detail
Data-driven decision making and analytical mindset
Ability to work independently and drive outcomes with minimal supervision
Strong ownership and accountability for service outcomes
Proactive escalation and risk management mindset
Ability to balance customer experience with security and governance requirements
Strong collaboration with technical, security, and business stakeholders
Continuous improvement mindset with focus on efficiency and maturity uplift

Responsibilities

Lead the global Service Desk function, ensuring high-quality support, service performance, and team effectiveness across regions.
Own and continuously improve IT service management, workplace technology services, employee access governance, and technology onboarding processes to support employee productivity and business operations.
Ensure service operations, technology controls, and asset management practices align with security, compliance, audit, and governance requirements.
Use data, reporting, and stakeholder feedback to drive service improvements, optimize processes, and enhance the employee technology experience.
Partner with business leaders, People & Culture, technology teams, and vendors to deliver effective and scalable workplace technology services.
Manages and mentors the North American IT Team, including selection and hiring, performance management, development and effective staffing and workforce planning.