Manager – Digital Workplace Services

About the role

The organization seeks a seasoned Manager to lead Digital Workplace Services, ensuring a seamless technology experience for all employees. The role oversees end‑user support, device lifecycle, service delivery and vendor management across the enterprise.

Key responsibilities

• Lead end‑user technology support and digital workplace operations, covering desktops, laptops, mobile devices, printing and collaboration tools.
• Manage incident, request and problem management processes to maintain high‑quality service delivery.
• Oversee endpoint lifecycle activities including deployment, asset tracking, maintenance and retirement.
• Develop and monitor service performance metrics, KPIs and user satisfaction levels.
• Drive continuous‑improvement initiatives to enhance user experience and operational efficiency.
• Maintain relationships with technology vendors and service providers, ensuring compliance with SLAs.
• Support technology projects, workplace transformation initiatives and the rollout of new tools and services.
• Collaborate with business stakeholders to understand operational needs and deliver fit‑for‑purpose solutions.
• Lead, coach and develop a high‑performing team while fostering a customer‑centric culture.

Required profile

• Bachelor’s degree in IT, Computer Science, Computer Engineering, Information Systems or a related discipline.
• Minimum 8 years of experience in IT support, digital workplace services or end‑user computing.
• Proven leadership experience managing IT support or workplace technology teams.
• Strong knowledge of Microsoft technologies, endpoint management and ITSM processes.
• Familiarity with ITIL best practices and relevant professional certifications (e.g., ITIL, Microsoft, CompTIA, CCNA) is advantageous.

Required skills

• Microsoft technologies (Windows, Office 365, Azure AD)
• Endpoint management solutions
• IT Service Management (ITSM) processes
• ITIL framework
• Asset and configuration management
• Service desk operations and incident/problem/request handling