Pursue Purpose

Onsite Workplace Services Manager (Service Now & M365)

Our client is seeking a highly experienced Onsite Workplace Services Manager to oversee end-to-end digital workplace operations. This role is responsible for driving operational excellence across desktop engineering, executive support, and collaboration platforms, with a heavy emphasis on data-driven decision-making and ITSM governance.

• Service Delivery:
  Own the delivery of workplace services, ensuring strict adherence to SLAs, KPIs, and security standards. Act as the primary onsite escalation point for critical service disruptions.
• Team Leadership:
  Lead and mentor diverse teams, including Desktop Engineering, White Glove/VIP Support, and Collaboration specialists. Manage staffing, performance, and professional development.
• ITSM & Analytics:
  Own operational governance of ITSM tools (Service Now). Develop dashboards and advanced reporting to provide real-time visibility into service health, identify trends, and uncover automation opportunities.
• Endpoint Management:
  Oversee the lifecycle of hardware and peripherals. Manage executive-level White Glove support and coordinate with engineering teams on patching, imaging, and software deployment.
• Collaboration Services:
  Manage the adoption, support, and stability of Microsoft 365 (Teams, SharePoint, One Drive). Ensure secure document management and compliance with data governance policies.
• Stakeholder Management:
  Act as the primary onsite interface with business leadership. Present performance reviews and align service roadmaps with organizational business priorities.
• Continuous Improvement:
  Drive service optimization by identifying root causes and reducing manual effort through automation and proactive problem management.

• Education:
  
  Bachelor's degree in Information Technology or equivalent professional experience.
• Experience:
  
  Proven background in IT support and workplace services, with significant experience in a leadership capacity.
• Technical Proficiency:
• Hands-on experience managing Microsoft 365 (Teams, SharePoint Online, One Drive).
• Expertise in Service Now (or equivalent) for reporting, dashboards, and ITSM analytics.
• Governance:
  Working knowledge of ITIL frameworks and service governance.

• Leadership:
  Exceptional stakeholder management and team-building capabilities.
• Data Analytics:
  Advanced ability to interpret trends, analyze service data, and translate technical insights into business strategy.
• Operational Excellence:
  Strong background in incident/crisis management and a customer-centric, outcome-driven mindset.