Our client is seeking a highly experienced Onsite Workplace Services Manager (ServiceNow & M365) 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. Key Responsibilities
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 (ServiceNow). 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, OneDrive). 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.
Minimum Qualifications:
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, OneDrive).
Expertise in ServiceNow (or equivalent) for reporting, dashboards, and ITSM analytics.
Governance: Working knowledge of ITIL frameworks and service governance.
Preferred Qualifications & Skills:
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.
Numbers & Facts
Location
Chicago, IL
Salary
$110,000–$115,000 Per Year
Skills
Automationunmatched
Business Strategyunmatched
Continuous Improvementunmatched
Crisis Managementunmatched
Data Analysisunmatched
Desktop PCunmatched
Document Managementunmatched
Executive Assistant Skills unmatched
IT Service Management (ITSM)unmatched
ITIL (IT Infrastructure Library)unmatched
Incident Managementunmatched
Information Technology & Information Systemsunmatched
Leadershipunmatched
Maintain Complianceunmatched
Mentoringunmatched
Microsoft Product Familyunmatched
Microsoft SharePointunmatched
On Site Supportunmatched
Operational Auditunmatched
Performance Metricsunmatched
Performance Reviewsunmatched
Peripheral Hardwareunmatched
Process Improvementunmatched
Reporting Dashboardsunmatched
Root Cause Analysisunmatched
Service Deliveryunmatched
Service Level Agreement (SLA)unmatched
ServiceNowunmatched
Software Patchesunmatched
Team Lead/Managerunmatched
Technical Supportunmatched
Trend Analysisunmatched
🎯
Be found by employers
5,500+ employers search our resume database daily. Add yours to get found by recruiters looking for candidates like you.
Level up your application
Professional resume templates
Browse dozens of recruiter approved resume templates, layouts and formats. Choose your favorite and make it your own in minutes.