Senior Manager, Digital Workplace & End User Services

Lytx, Inc.•San Diego, CA

About The Position

The Senior Manager, Digital Workplace & End User Services is responsible for delivering a reliable, high-quality digital workplace experience for Lytx employees globally. This role leads the teams and services that enable employees to access devices, collaboration tools, workplace technology, and IT support required to perform their work effectively. The role oversees global support operations, end user computing platforms, workplace collaboration technology, executive support services, and IT service management practices. It also owns the Employee Service Portal platform, built on Zendesk, which enables service delivery across Corporate IT and other internal business functions including HR and Facilities. Working closely with Infrastructure, Security, Enterprise Applications, and Workplace teams, this leader will build and mature a high-performing global support organization focused on operational excellence, service reliability, and continuous improvement of the digital employee experience.

Requirements

Bachelor’s degree in Information Technology, Computer Science, or equivalent experience.
8+ years of experience in enterprise IT operations, end user computing, or digital workplace technologies.
5+ years of leadership experience managing enterprise IT support teams or service operations.
Strong experience managing enterprise service desk and endpoint support environments.
Demonstrated experience operating IT Service Management practices including incident, request, problem, and change management.
Experience supporting enterprise collaboration platforms such as Microsoft 365.
Experience operating in global or distributed IT support environments.
Strong communication and leadership skills with the ability to collaborate effectively with both technical and business teams.

Responsibilities

Global Support Operations Lead the global End User Services organization responsible for service desk operations, endpoint support, and workplace technology services supporting employees worldwide.
Establish operational standards, escalation frameworks, and service delivery models that ensure consistent support experiences across regions.
Build and develop a high-performing support team through coaching, performance management, and career development.
Foster a customer-first support culture focused on employee productivity, responsiveness, and service quality.
Own the operational delivery and governance of Lytx’s IT Service Management framework and supporting platforms.
Serve as the functional owner of the Employee Service Portal, built on Zendesk, enabling service delivery across Corporate IT, Facilities, HR, and other internal functions.
Define and maintain service management processes including incident, request, problem, and change management aligned with industry best practices.
Ensure portal workflows, automation, service catalog structures, and reporting support scalable and measurable service delivery.
Use service analytics and operational insights to drive continuous improvement across internal services.
Oversee the delivery of high-touch support services for Lytx executives and senior leadership.
Establish service standards that ensure reliable, responsive, and discreet executive support.
Partner closely with Executive Assistants to ensure seamless executive technology experiences.
Support high-visibility meetings, board sessions, and executive events requiring specialized technology support.
Oversee lifecycle management of employee devices including provisioning, deployment, security configuration, refresh, and retirement.
Ensure endpoint platforms remain secure, reliable, and optimized for modern hybrid work environments.
Partner with Identity, Security, and Microsoft 365 platform teams to integrate endpoint management, authentication, and collaboration services.
Ensure workplace collaboration technologies, including conference room and AV systems, deliver reliable hybrid meeting experiences across offices.