Sr. Workplace Service & IT Operations manager

Location: Iowa

** Department:
** Information Technology
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* Job Description:

** The Senior Manager of Workplace Services & IT Operations is responsible for end-to-end service delivery for the enterprise service desk and end-user computing, vendor governance over the managed services partner, and full lifecycle ownership of the IT Service Management (ITSM) platform built. This role aligns operating processes, SLAs, knowledge, and reporting across the MSP and internal teams; oversees ITSM configuration, integrations, migration, training, and go-live;

and drives continuous improvement across Incident, Request, Problem, and Change management. The position partners closely with Security, Applications, HR, and Infrastructure to ensure high-quality, measurable outcomes for employees and the business, leading an agile team overseeing delivery service.
** Work Arrangements:
*** Employees who live within 30 miles of the TMG home office are expected to follow a hybrid or in-office schedule. The initial training period may require additional in‑office days.
** Accountabilities:
*** Lead and mentor a small, agile team of ITSM analysts and service delivery professionals to ensure consistent, high-quality operations.
* Maintain and evolve the Workplace Services & ITSM operating model, ensuring clarity of responsibilities, process ownership, and SLA/OLA definitions.
* Oversee ITSM configuration including core workflows, SLAs, automations, forms, fields, and reporting structures to support operational needs.
* Support integrations such as SSO/SCIM and coordinate ITSM platform changes, testing cycles, and release schedules.
* Serve as primary owner for MSP to ensure consistent service delivery, contract compliance, effective ticket handling, accurate escalations, coverage effectiveness and maintain high-quality runbooks/SOPs/RCAs.
* Own Incident, Request, Problem, and Change processes end-to-end; drive MTTR reduction and change success rate improvements.
* Deliver dashboards for SLA attainment, ticket volumes, MTTR, backlog aging, FCR, change success, knowledge usage, and vendor scorecards.
* Ensure efficient handling of major incidents with timely stakeholder communication, structured RCA validation, and tracking of preventative actions.
* Maintain the knowledge base and request catalog, ensuring clear taxonomy, lifecycle reviews, content accuracy, and user-focused design.
* Collaborate with Security, HR, App, and Infrastructure teams to maintain aligned processes, including change windows, access models, and compliance inputs.
* Review MSP invoices, validate user counts, track SLA performance, and support annual budgeting through accurate forecasting of operational needs.
* Drive awareness and adoption of available services and ITSM capabilities through clear communication and user engagement activities.
* Maintain clear communications with business stakeholders, executives, and cross-functional teams regarding service health and initiatives.
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* Qualifications:

*** 8+ years in IT Operations, Service Desk, EUC, or ITSM roles, with 3+ years leading managed services or service desk teams.
* Hands-on experience with ITSM platforms (Fresh service preferred) including configuration of workflows, SLAs, forms, and reporting dashboards.
* Experience collaborating with or overseeing managed service providers, including SLA tracking, escalations, and process alignment.
* Strong understanding of ITSM frameworks (Incident, Request, Problem, Change) and practical experience improving related processes.
* Experience maintaining knowledge bases, service catalogs, or self-service portals for operational effectiveness.
* Ability to analyze operational data, interpret trends, and communicate insights clearly to stakeholders.
* Strong communication and collaboration skills with the ability to work effectively across Security, HR, App, and Infrastructure teams.
* Bachelor’s degree in information technology, Computer Science, Information Systems, or a related field, or equivalent practical experience.
* ITIL Foundation or ITIL v4 certification.
* Fresh service Administrator or similar ITSM platform accreditation.
* Experience supporting or collaborating with endpoint…