Overview
We are seeking a strategic, hands‑on IT Workplace Services Manager to lead our global digital workplace and end‑user support organization. This role owns the experience, performance, and evolution of workplace technologies (Microsoft 365, collaboration tools, conferencing/AV) and oversees worldwide Tier 1–2 service desk operations.
The ideal candidate is a customer‑focused, data‑driven leader who combines strong ITSM discipline with modern automation, digital workplace adoption, and global team leadership—translating IT performance into measurable business outcomes.
Responsibilities
Digital Workplace & User Experience
* Own deployment, availability, and adoption of Microsoft 365, collaboration tools, and conference room AV.
* Partner with vendors and internal teams to deliver a consistent, secure, high‑quality user experience globally.
Global Service Desk Leadership
* Lead a globally distributed Tier 1–2 service desk (insourced and outsourced).
* Standardize processes, knowledge, and operating models across regions and time zones.
IT Service Management & Continuous Improvement
* Own ITIL aligned processes (Incident, Request, Problem, Change, Knowledge).
* Define and report on KPIs, SLAs, and SLOs; drive root‑cause elimination and ticket reduction.
Automation & Next‑Gen Support
* Expand self‑service, automation, AI/virtual agents, and proactive support models.
* Deliver a future‑state Digital Service Desk strategy focused on scale, efficiency, and user satisfaction.
Endpoint & Asset Management
* Oversee global endpoint and asset lifecycle (procurement through retirement).
* Govern imaging, patching, MDM, and compliance.
People, Vendors & Governance
* Develop and lead high‑performing global teams.
* Manage service desk and endpoint vendors through clear performance metrics.
* Ensure alignment with security, audit, and regulatory standards.
Qualifications
* Bachelor’s degree in IT or related field.
* 10+ years in ITSM or end‑user support, with 2+ years leading global teams.
* Experience with distributed and/or outsourced service models.
* Strong ITSM platform expertise (ServiceNow, SCSM, BMC, Jira, etc.).
* Hands‑on knowledge of endpoint/MDM tools (Intune, Jamf, Workspace ONE).
* Proven success driving automation, shift left, and measurable service improvement.
* Executive‑level communication skills and strong business acumen.
* ITIL certification preferred.
How Success Is Measured
* CSAT, FCR, MTTR, SLA/SLO performance
* Ticket volume and self‑service adoption
* Endpoint delivery speed and asset accuracy
Benefits & Perks
Hussmann is committed to supporting your total wellbeing through a wide variety of benefits and wellness programs to support your physical, emotional, financial, social, and environmental health. Here’s what you can expect:
* Health Benefits – Offering medical, dental, vision, prescription plans, plus Health Savings Account and Flexible Spending Account options.
* Voluntary Benefits – Life, accident, critical illness, disability, legal, identity theft, and pet insurance.
* Hussmann Retirement Savings & Investment Plan – 401(k) plan with company matching contributions and immediate vesting.
* Paid Time‑Off Benefits – Paid time off, stewardship and parental leave.
* Educational Assistance – Tuition reimbursement for job‑related courses after six months of service.
* Health Management and Wellbeing Programs – EAP, virtual health management, chronic condition, and tobacco cessation.
* Available to eligible employees starting the first day of the month following their start date. Eligibility for each benefit may vary based on employment status.
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