Manager, Workplace Technology Services

The Manager, Workplace Technology Services is responsible for delivering a modern, secure, and high-quality technology experience for ICANN’s global workforce. This role leads the Workplace Technology Services function, overseeing endpoint services, collaboration technologies, conference room systems, audio-visual services, workplace productivity tools, and user-facing technology support services.

The Manager is accountable for ensuring workforce members have reliable, effective, and user-centered technology solutions that enable productivity and collaboration regardless of location. Working closely with Service Management, Product Management, Infrastructure Engineering, Security, Enterprise Applications, and Data & AI teams, this leader drives operational excellence, service quality, technology adoption, and continuous improvement across workplace technology services.

The role combines people leadership, operational management, and service ownership to ensure workplace technologies are effectively deployed, supported, maintained, and optimized to meet the evolving needs of ICANN’s hybrid workforce.

• Lead the Workplace Technology Services function, ensuring delivery of reliable, secure, and effective technology services for ICANN’s workforce.
• Establish and maintain operational processes, procedures, and standards supporting workplace technology services.
• Ensure workplace technology services are aligned with organizational objectives, service management standards, and security requirements.
• Develop and maintain service delivery models that provide consistent, high-quality support across global locations and remote work environments.
• Drive continuous improvement initiatives focused on service quality, workforce experience, and operational efficiency.

• Oversee the lifecycle management of enterprise endpoint technologies, including procurement, provisioning, deployment, support, refresh, and retirement.
• Manage workplace endpoint services across Apple-focused environments, including macOS, iOS, and iPadOS platforms.
• Ensure endpoint management platforms, device policies, software deployment processes, and asset management practices support operational and security objectives.
• Partner with Security and Infrastructure teams to maintain endpoint compliance, security posture, and operational health.
• Lead hardware refresh programs, operating system upgrades, endpoint modernization efforts, and device lifecycle planning activities.

• Oversee support and operational management of workplace productivity and collaboration platforms.
• Ensure effective support for technologies including Microsoft 365, Microsoft Teams, SharePoint, One Drive, Zoom, Adobe Acrobat, and related workplace productivity tools.
• Support deployment, adoption, and operational management of AI-enabled workplace technologies and productivity solutions.
• Partner with Product Management teams to support technology adoption, product enhancements, and user enablement initiatives.
• Develop training resources, support materials, and communication plans that improve workforce adoption and utilization of workplace technologies.
• Monitor service performance and user feedback to identify opportunities for improvement and optimization.

• Oversee the operation, support, and lifecycle management of conference room, meeting, and audio-visual technologies across all ICANN locations.
• Ensure reliable delivery of video conferencing, room scheduling, presentation systems, digital collaboration platforms, and integrated AV solutions.
• Establish operational standards, support models, and technology roadmaps for conference rooms and workplace collaboration spaces.
• Manage deployment, maintenance, and refresh programs for conference room and meeting technologies.
• Coordinate with Facilities, vendors, and technology partners to maintain high service availability and operational readiness.
• Provide operational support for executive, Board, and other high-profile meetings requiring elevated levels of technical coordination and support.
• Ensur…