IT Services Manager

About the position

The IT Services Manager is responsible for ensuring a seamless and high-quality end-user experience across all workplace technology services. This role leads a multi-location team in delivering exceptional IT support, optimizing processes through automation, and continuously enhancing operational standards. The Workplace Services Manager collaborates with C-level executives to align IT workplace services with strategic business initiatives, ensuring that employees have the tools and support needed to be productive and successful. This position also involves working with vendors to automate workflows, improve efficiencies, and drive innovation in IT service delivery. A strong focus will be placed on maintaining and enhancing Standard Operating Procedures (SOPs) to improve service quality and efficiency.

Responsibilities

• Lead, mentor, and manage a distributed IT support team across multiple locations, ensuring alignment with company goals and fostering a culture of excellence.
• Oversee IT service operations, including device management, collaboration tools, and workplace technology solutions.
• Ensure adherence to and enhancement of Standard Operating Procedures (SOPs) to improve service consistency and efficiency.
• Collaborate with C-level executives to align IT workplace services with strategic initiatives.
• Manage ITSM tools (e.g., Jira Service Management, Endpoint Central) for incident management, service requests, and reporting.
• Drive initiatives that streamline and automate IT processes in collaboration with vendors and technology partners.
• Monitor IT service metrics, analyze trends, and identify opportunities for improvement.
• Ensure IT workplace services comply with company policies, security standards, and industry regulations.
• Act as a liaison between IT and business stakeholders to ensure alignment of technology initiatives with company objectives.

Requirements

• Bachelor's degree in any discipline required
• Demonstrated mentoring and leadership skills
• 5+ years of IT service management experience, with at least 3 years in a leadership role managing multi-location teams.
• Proven experience managing end-user IT services, workplace technology, and IT operations in a mid-to-large organization.
• Experience leading automation initiatives with vendors to streamline IT workflows.

Nice-to-haves

• ITIL Foundation or higher certification.
• CompTIA A+, Network+, Security+.
• Microsoft Modern Desktop Administrator (MD-100/MD-101).
• Certified Information Systems Security Professional (CISSP) – preferred.