Sr. Workplace Service & IT Operations manager

The Mutual Group

2d • $115,000 - $160,000 • Hybrid

About The Position

The Senior Manager of Workplace Services & IT Operations is responsible for end-to-end service delivery for the enterprise service desk and end-user computing, vendor governance over the managed services partner, and full lifecycle ownership of the IT Service Management (ITSM) platform built. This role aligns operating processes, SLAs, knowledge, and reporting across the MSP and internal teams; oversees ITSM configuration, integrations, migration, training, and go-live; and drives continuous improvement across Incident, Request, Problem, and Change management. The position partners closely with Security, Applications, HR, and Infrastructure to ensure high-quality, measurable outcomes for employees and the business, leading an agile team overseeing delivery service.

Requirements

• 8+ years in IT Operations, Service Desk, EUC, or ITSM roles, with 3+ years leading managed services or service desk teams.
• Hands-on experience with ITSM platforms (Freshservice preferred) including configuration of workflows, SLAs, forms, and reporting dashboards.
• Experience collaborating with or overseeing managed service providers, including SLA tracking, escalations, and process alignment.
• Strong understanding of ITSM frameworks (Incident, Request, Problem, Change) and practical experience improving related processes.
• Experience maintaining knowledge bases, service catalogs, or self-service portals for operational effectiveness.
• Ability to analyze operational data, interpret trends, and communicate insights clearly to stakeholders.
• Strong communication and collaboration skills with the ability to work effectively across Security, HR, App, and Infrastructure teams.
• Bachelor’s degree in information technology, Computer Science, Information Systems, or a related field, or equivalent practical experience.
• ITIL Foundation or ITIL v4 certification.

Nice To Haves

• Freshservice Administrator or similar ITSM platform accreditation.
• Experience supporting or collaborating with endpoint management teams (e.g., Intune, Entra ID).
• Experience participating in or supporting migrations to Freshservice from Jira or ServiceNow.
• Familiarity with operational compliance processes and handling of user access and approval workflows.

Responsibilities

• Lead and mentor a small, agile team of ITSM analysts and service delivery professionals to ensure consistent, high-quality operations.
• Maintain and evolve the Workplace Services & ITSM operating model, ensuring clarity of responsibilities, process ownership, and SLA/OLA definitions.
• Oversee ITSM configuration including core workflows, SLAs, automations, forms, fields, and reporting structures to support operational needs.
• Support integrations such as SSO/SCIM and coordinate ITSM platform changes, testing cycles, and release schedules.
• Serve as primary owner for MSP to ensure consistent service delivery, contract compliance, effective ticket handling, accurate escalations, coverage effectiveness and maintain high-quality runbooks/SOPs/RCAs.
• Own Incident, Request, Problem, and Change processes end-to-end; drive MTTR reduction and change success rate improvements.
• Deliver dashboards for SLA attainment, ticket volumes, MTTR, backlog aging, FCR, change success, knowledge usage, and vendor scorecards.
• Ensure efficient handling of major incidents with timely stakeholder communication, structured RCA validation, and tracking of preventative actions.
• Maintain the knowledge base and request catalog, ensuring clear taxonomy, lifecycle reviews, content accuracy, and user-focused design.
• Collaborate with Security, HR, App, and Infrastructure teams to maintain aligned processes, including change windows, access models, and compliance inputs.
• Review MSP invoices, validate user counts, track SLA performance, and support annual budgeting through accurate forecasting of operational needs.
• Drive awareness and adoption of available services and ITSM capabilities through clear communication and user engagement activities.
• Maintain clear communications with business stakeholders, executives, and cross-functional teams regarding service health and initiatives.

Benefits

• Competitive base salary plus incentive plans for eligible team members
• 401(K) retirement plan that includes a company match of up to 6% of your eligible salary
• Free basic life and AD&D, long-term disability and short-term disability insurance
• Medical, dental and vision plans to meet your unique healthcare needs
• Wellness incentives
• Generous time off program that includes personal, holiday and volunteer paid time off
• Flexible work schedules and hybrid/remote options for eligible positions
• Educational assistance

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level