We are seeking a strategic, hands on IT Workplace Services Manager to lead our global digital workplace and end user support organization. This role owns the experience, performance, and evolution of workplace technologies (Microsoft 365, collaboration tools, conferencing/AV) and oversees worldwide Tier 1–2 service desk operations.
The ideal candidate is a customer focused, data driven leader who combines strong ITSM discipline with modern automation, digital workplace adoption, and global team leadership—translating IT performance into measurable business outcomes.
Responsibilities:
Digital Workplace & User Experience
Own deployment, availability, and adoption of Microsoft 365, collaboration tools, and conference room AV.
Partner with vendors and internal teams to deliver a consistent, secure, high quality user experience globally.
Global Service Desk Leadership
Lead a globally distributed Tier 1–2 service desk (insourced and outsourced).
Standardize processes, knowledge, and operating models across regions and time zones.
IT Service Management & Continuous Improvement
Own ITIL aligned processes (Incident, Request, Problem, Change, Knowledge).
Define and report on KPIs, SLAs, and SLOs; drive root cause elimination and ticket reduction.
Automation & Next Gen Support
Expand self service, automation, AI/virtual agents, and proactive support models.
Deliver a future state Digital Service Desk strategy focused on scale, efficiency, and user satisfaction.
Endpoint & Asset Management
Oversee global endpoint and asset lifecycle (procurement through retirement).
Govern imaging, patching, MDM, and compliance.
People, Vendors & Governance
Develop and lead high performing global teams.
Manage service desk and endpoint vendors through clear performance metrics.
Ensure alignment with security, audit, and regulatory standards.
Bachelor’s degree in IT or related field.
10+ years in ITSM or end user support, with 2+ years leading global teams.
Experience with distributed and/or outsourced service models.
Strong ITSM platform expertise (ServiceNow, SCSM, BMC, Jira, etc.).
Hands on knowledge of endpoint/MDM tools (Intune, Jamf, Workspace ONE).
Proven success driving automation, shift left, and measurable service improvement.
Executive level communication skills and strong business acumen.
ITIL certification preferred.
How Success Is Measured
CSAT, FCR, MTTR, SLA/SLO performance
Ticket volume and self‑service adoption
Endpoint delivery speed and asset accuracy
Benefits & Perks – What’s In It For You*
Hussmann is committed to supporting your total wellbeing through a wide variety of benefits and wellness programs to support your physical, emotional, financial, social, and environmental health. Here’s what you can expect:
Health Benefits – Offering medical, dental, vision, prescription plans, plus Health Savings Account and Flexible Spending Account options.
Voluntary Benefits – Life, accident, critical illness, disability, legal, identity theft, and pet insurance.
Hussmann Retirement Savings & Investment Plan – 401(k) plan with company matching contributions and immediate vesting.
Paid Time-Off Benefits – Paid time off, stewardship and parental leave.
Educational Assistance – Tuition reimbursement for job-related courses after six months of service.
Health Management and Wellbeing Programs –EAP, virtual health management, chronic condition, and tobacco cessation.
*Available to eligible employees starting the first day of the month following their start date. Eligibility for each benefit may vary based on employment status.
About Hussmann
For over a century, Hussmann Corporation has been a global leader in commercial refrigeration equipment — delivering solutions that meet the demands of the modern food retailing industry. Headquartered in St. Louis, MO, Hussmann offers a diverse range of products and connected solutions designed to enhance operational efficiency, optimize visibility of merchandise, and keep food fresh. With a nationwide network of skilled technicians, Hussmann goes beyond manufacturing — a trusted partner, relentlessly driving customer success. For more information about Hussmann, please visit www.hussmann.com.
Hussmann is a subsidiary of Panasonic USA.
Hussmann is proudly committed to creating an inclusive environment. All qualified applicants will receive consideration for employment without regard to veteran status, disability, age, race, color, religion, sex, national origin, genetics, medical condition, or any other characteristic protected by law.
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Since 1906, Hussmann has been helping retailers preserve and display fresh foods. Today, Hussmann is a world leader in manufacturing, selling, installing and servicing merchandising equipment and refrigeration systems to customers throughout the world.
Hussmann serves a wide variety of customers involved in the global cold chain. These include supermarkets, mass merchants, warehouse clubs, convenience stores, drug stores, and foodservice establishments.
Hussmann creates value for customers in the areas of merchandising, food safety, shelf live extension, sustainability and the life cycle value. Hussmann is focused on addressing the needs of its customers, providing solutions that provide superior value for their business.