Mgr, Workplace Technology

The Workplace Technology Manager will be responsible for the management and support of technology (equipment, tools, and software) that enables and secures the company’s workforce. While this role is responsible for long-term planning and strategic roadmaps, the day-to-day focus requires significant hands-on involvement to ensure that software and systems utilized by the workforce are optimized and that technical issues are identified and resolved as quickly as possible.

This role requires in-depth technical understanding, and this leader is expected to be a subject matter expert in the tools and technologies that are broadly utilized by the company workforce. Success requires intellectual curiosity, a passion for optimizing and securing the end-user experience, and a strong need to understand how systems function and interact within a dynamic workplace.

The role requires development and management of relationships with key suppliers, both from an operational and financial management perspective, with an expectation of establishing and managing an annual budget.

Reports to: VP of Infrastructure and Service Delivery

Oversight: This position is responsible for 2 or more direct reports

End User Experience and Support

• Lead a team that provides world-class support for the tools and technology used by the company’s workforce
• Ensure a seamless experience for employees across devices and locations (in-office and remote), focusing on consistency, minimizing disruptions, and maximizing user satisfaction
• Serve as a subject matter expert on the technology tools managed by this team, ensuring they are understood, optimized, and effectively deployed across the organization
• Effectively manage both Windows and Apple/Mac systems, ensuring interoperability and security via streamlined management capabilities across both platforms

Technology Management and Standardization

• Oversee life cycle management (sourcing, procurement, deployment, patching, version upgrades, retirement) of hardware and software (both client side and cloud) used to enable and secure the employee workforce
• Manage and maintain inventory for all company owned equipment and software utilized by the workforce
• Standardize technology processes across all locations, including ticket management, asset management, patching, and life cycle management
• Administer identity and access management using Active Directory and Okta to ensure secure and effective access controls

Supplier and Financial Management

• Establish and maintain relationships with strategic suppliers, managing and resolving issues as needed to ensure prompt resolution and alignment with organizational needs
• Fully responsible for the procurement, management, and support of technology for the workforce, including AV equipment used in all company locations and conference rooms, ensuring consistency and optimal performance
• Monitor and optimize supplier spend within established budgets, ensuring maximum value from each relationship

Process Improvement and Incident Management

• Identify, initiate, and manage process and technology improvements within the domain of workforce management
• Continuously assess equipment and tools provided to employes for optimization and improvement
• Manage and refine incident management processes, ensuring timely resolution of tickets and continuous service improvement
• Utilize metrics to manage performance—continuously monitor and assess internal services, leveraging data to identify areas for improvement and drive decision-making

Security and Compliance

• Collaborate with Information Security to integrate security protocols and standards into daily operations, ensuring compliance with security requirements

Minimum Required:

• 5+ years of experience in IT support and technology management
• Proven ability to lead a small team, focusing on mentoring and professional development
• Demonstrated experience utilizing ticketing and knowledge management tools for workload and team management
• Strong experience with lifecycle and inventory management tools (e.g., KACE by Quest, Lansweeper) and Identity Access Management (Okta and Active Directory)
• Metrics background with an operational mindset to produce and monitor team metrics

Preferred:

• Experience (including certifications) with AWS and AWS Workspaces
• Windows and Apple certifications (e.g., MCP/MCSE/MCITP, CompTIA, ACSP/ACSA/ACMT)
• Subject matter expertise in Jira, Confluence, Dropbox, and Zoom (including meeting room integration)
• Experience with disk imaging and remote device management tools
• Experience with Office 365 (including SharePoint), KACE (by Quest), LanSweeper,, Mimecast, and Sentinel One

Teamwork/Leadership/Interpersonal Skills

• Strong customer service skills, with a passionate focus on improving the technology experience for the workforce
• Passion and Intellectual Curiosity - Strong problem-solving skills with a deep curiosity for understanding
• Hands-On and Strategic - A leader skilled in strategic thinking and long-term planning, who also excels in hands-on problem-solving and driving continuous improvement
• Collaboration and Communication - Excellent communicator, with the ability to work effectively with employees, suppliers, and other teams within the organization
• Detail-Oriented and Proactive - Detail-oriented and always looking for ways to streamline processes and proactively prevent issues before they arise
• Security and Compliance - This role requires a strong understanding of security protocols and related tools to ensure all systems are secure and compliant

Work associated with this position is sedentary in nature and performed indoors at a desk either remotely or in an office setting.

Travel for this position is less than 10%.

This position is hybrid in office and remote