Manager, Workplace Technology Services

Manager, Workplace Technology Services

The Manager, Workplace Technology Services is responsible for the global delivery, governance, and continuous improvement of end‑user technology services and employee technology enablement processes across North America. The role leads the North American Service Desk function, owns IT service management, workplace technology governance, oversees the North American IT team and partners with People & Culture, business leaders, and technical teams to ensure employees have timely access to systems, devices, and support throughout the employee lifecycle.

This role drives operational excellence, service performance, onboarding readiness, access governance, and continuous process improvement while ensuring alignment with enterprise security, compliance, and business objectives.

• Lead the global Service Desk function, ensuring high-quality support, data-driven service performance, and team effectiveness across regions

• Use data, reporting, and stakeholder feedback to drive service improvements, optimize processes, and enhance the employee technology experience. Define engagement models for escalations and act as the operational bridge between IT and senior stakeholders.

• Lead, coach, and develop the Service Desk team, fostering a high-performance, customer-focused culture while driving accountability, capability development, employee engagement, and achievement of service delivery objectives.

• Own and continuously improve workplace technology services, employee access governance, security controls and end user computing process to support employee productivity and business operations.

• Ensure service operations, technology controls, and asset management practices align with security, compliance, audit, and governance requirements.

• Maintain accurate asset inventory within toolset. Ensure onboarding, offboarding, and asset disposal processes are aligned with security policies.

• 5+ years’ experience in IT Service Delivery or Service Desk Management
• Proven experience managing distributed or global support teams
• Experience leading IT Service Management (ITSM) functions
• Experience leading operational governance and continuous improvement initiatives across multiple stakeholder groups
• Experience managing employee onboarding, offboarding, or access management processes
• Experience working cross-functionally with HR, Security, and business stakeholders
• Experience driving process improvement and operational transformation initiatives
• Strong experience with ITIL-based service management practices
• Hands‑on experience with Fresh service or similar ITSM tools
• Hands‑on experience with Workspace ONE (or equivalent endpoint management platform)
• Hands‑on experience with Crowd Strike (or equivalent endpoint protection platform)
• Hands‑on experience with Microsoft 365 and Azure Active Directory / Entra
• Experience in SLA management, reporting, and service performance analytics
• Exposure to ISO 27001, ISMS, or similar compliance frameworks
• Strong stakeholder management and communication skills

• Strong leadership and team management capability across global teams
• Excellent written and verbal communication, including executive-level reporting
• Strong operational discipline and attention to detail
• Data‑driven decision making and analytical mindset
• Ability to work independently and drive outcomes with minimal supervision
• Strong ownership and accountability for service outcomes
• Proactive escalation and risk management mindset
• Ability to balance customer experience with security and governance requirements
• Strong collaboration with technical, security, and business stakeholders
• Continuous improvement mindset with focus on efficiency and maturity uplift

Full Salary Range: $85,000/year (minimum), $102,500/year (midpoint), $120,000/year (maximum). Pay is based on relevant experience, skills, education, internal equity, and market data.

The benefits include an annual market competitive bonus program and our Thrive Program which includes a suite of flexible work options, dedicated time to prioritize health and well‑being, a Global Wellness paid day off, and a Give Back Day to allow our crew to make an impact in the community.

Coates Group is an Equal Opportunity Employer and does not discriminate on the basis of race, color, creed, national or ethnic origin, gender, religion, disability, age, political affiliation or belief, disabled veteran, veteran of the Vietnam Era, or citizenship status (except in those special circumstances permitted or mandated by law).