Onsite Workplace Services Manager (ServiceNow & M365)

Macpower Digital Assets Edge Private Limited

Chicago, IL

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JOB DETAILS

SALARY

$110,000–$115,000 Per Year

SKILLS

Automation, Business Strategy, Continuous Improvement, Crisis Management, Data Analysis, Desktop PC, Document Management, Executive Assistant Skills , IT Service Management (ITSM), ITIL (IT Infrastructure Library), Incident Management, Information Technology & Information Systems, Leadership, Maintain Compliance, Mentoring, Microsoft Product Family, Microsoft SharePoint, On Site Support, Operational Audit, Performance Metrics, Performance Reviews, Peripheral Hardware, Process Improvement, Reporting Dashboards, Root Cause Analysis, Service Delivery, Service Level Agreement (SLA), ServiceNow, Software Patches, Team Lead/Manager, Technical Support, Trend Analysis

LOCATION

Chicago, IL

POSTED

4 days ago

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.

Onsite Workplace Services Manager (ServiceNow & M365)

Macpower Digital Assets Edge Private Limited

Chicago, IL

About the Company

Macpower Digital Assets Edge Private Limited

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