Productivity Services Manager
About The Position
This position is a part of WaTech’s Computing Services Division (CSD). This position directly supervises the associated staff for licensing and eFax support. The position partners closely with the Tenant & Workforce Identity Manager and other CSD leaders to ensure statewide services are reliable, secure, scalable, and aligned with business needs. The Productivity Services Manager is accountable for the strategic direction, operational performance, customer experience, and continuous improvement of Microsoft 365-based collaboration and productivity services provided to Washington state agencies. The position leads the statewide delivery and lifecycle management of services such as Microsoft Teams, Exchange Online, SharePoint Online, OneDrive, Intune device management, Power Platform administration support, M365 productivity capabilities, and related platform services that support more than 80 agencies and a large statewide user base. The role ensures services are accessible, supportable, customer-centered, and aligned with WaTech strategy, agency demand, and public-sector accountability expectations.
Requirements
- Nine years of progressively responsible experience in information technology, including enterprise collaboration, productivity platforms, cloud services, or related areas.
- Five years of experience leading, supervising, or directing professional IT staff, including performance management, workforce planning, and staff development.
- Five years of experience managing or delivering enterprise productivity or collaboration services such as Microsoft Teams, Exchange Online, SharePoint Online, OneDrive, Intune, or equivalent platforms.
- Three years of experience in enterprise service management, including service delivery, customer engagement, operational performance, or service lifecycle management.
- Two years of experience supporting shared services or multi organization environments.
- A bachelor's degree in a related discipline may substitute for up to four years of experience.
- The ability to take action to learn and grow.
- The ability to take action to meet the needs of others.
Nice To Haves
- Experience in Washington state government or large public-sector shared services environment.
- Experience leading service modernization, cloud migration, or enterprise platform adoption initiatives.
- Experience with Microsoft licensing, cost recovery models, or service sustainability planning.
- Experience using service metrics, dashboards, or reporting tools such as ServiceNow or Power BI.
- Knowledge of records management, accessibility, and compliance requirements in a public-sector environment.
Responsibilities
- Leads, directs, and oversees the statewide delivery of enterprise productivity services, including Microsoft Teams, Exchange Online, SharePoint Online, OneDrive, Intune, Power Platform administration support, and related services.
- Develops and executes service roadmaps aligned with statewide priorities, agency needs, and platform capabilities.
- Oversees daily operations including incident management, service request fulfillment, change management, maintenance activities, and service monitoring.
- Coordinates with tenant/identity, security, infrastructure, and vendor partners.
- Serves as the primary service owner and escalation point for customer-facing productivity services.
- Translates complex technical information, service changes, and platform updates into clear, actionable communication for customers.
- Supervises and directs professional technical staff responsible for enterprise productivity services, including collaboration, messaging, endpoint management, and related Microsoft 365 platforms.
- Establishes statewide service standards, operational procedures, service level objectives, and performance expectations for licensing support services.
- Directs licensing services and supervises associated staff responsible for Microsoft licensing services and associated customer support staff.
- Ensures productivity services operate in alignment with WaTech policies, security requirements, and enterprise standards.
- Develops long-term licensing service strategy that supports evolving Microsoft offerings, statewide customer demand, and enterprise modernization initiatives.
- Develops operational reporting, KPIs, OKRs, and dashboard.
Benefits
- medical and dental plan options for you and your family
- paid leave and holidays
- retirement plan options
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What This Job Offers
Job Type
Full-time
Career Level
Manager
