Modern Workplace Technology Manager - Corporate Communications Group

Overview of the role

The Modern Workplace Technology Manager is responsible for supporting our international workforce and hybrid/agile way of working, leveraging industry leading co‑creation and collaboration technologies. They will take ownership for the strategic development of desktop services and the management & implementation of our communication and collaboration systems, ensuring best practice and operational effectives across all areas of the business.

• To ensure that the desktop services function is fit for purpose throughout the organisation, taking into account trends and the future requirements of the business as well as providing an efficient and cost‑effective operational service to staff.
• To define, create and implement the strategic framework of all internal and external IT communications & collaboration systems and software to ensure their effectiveness, security, scalability, flexibility, and continuity of operation.

The role is seen as 80% operational (40% SW/HW & 40% Microsoft 365 Support), with the balance focussing on leadership, management, and the strategic development of activities across the two main areas of responsibility.

• Reporting to:
  Director of Modern Workplace and Business Security
• Direct Reports: EUS Analysts
• Working closely with:
  Infrastructure & Security Teams and the rest of the Positive Change Group

• Support the strategic development and operational effectiveness of technological peripherals, equipment, and the desktop environment. Implement and optimise DaaS solutions, ensuring their functionality aligns with end‑user requirements and supports the organisation’s objectives.
• Manage the IT asset and lifecycle process for the Group, including procurement, stock control, request fulfilment, maintenance, and disposal, ensuring alignment with the overarching strategy defined by the Director.
• Implement and maintain a communication framework to enhance collaboration and flexible working. Ensure the operational delivery of tools and technologies that support an agile workforce while adhering to security protocols.
• Execute the operational components of the Technology Plan, ensuring all deliverables meet established strategic goals and timelines while coordinating closely with cross‑functional teams.
• Track and report on budgetary performance, providing accurate operational data to support strategic budget forecasting and minimising any discrepancies between forecast and actual expenditures.
• Maintain and update operational dashboards, tracking software licensing, budget utilisation, and other critical metrics, ensuring timely and accurate reporting to senior stakeholders.
• Identify and recommend emerging technology trends to improve operational efficiency and contribute to the continuous enhancement of modern workplace initiatives.

• Provide technical expertise and day‑to‑day leadership to the support team, ensuring analysts have the guidance, tools, and resources required to deliver exceptional service.
• Ensure the operational readiness and functionality of all key technological equipment, including laptops, desktops, printers, and copiers, coordinating maintenance and troubleshooting as needed.
• Document and implement communication software practices, ensuring processes are clear, accessible, and adhered to by all relevant stakeholders.
• Manage the IT support ticketing system lifecycle, ensuring tickets are tracked, prioritised, and resolved efficiently, with a focus on delivering excellent colleague satisfaction.
• Implement and manage AI‑driven service desk solutions, such as chatbots and predictive issue resolution.
• Implement quality assurance procedures for incoming work requests, ensuring adherence to established standards and providing feedback to improve service delivery.
• Monitor and report Help Desk SLA performance, identifying opportunities for improvement and maintaining accountability for team metrics.
• Maintain and update documentation related to desktop configurations, deployments, support procedures, and change management to ensure clarity and operational…