Manager, Workplace Technology Services

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.

Workplace Technology Service Delivery

• 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.

Endpoint and Device Management

• 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.

Collaboration and Productivity Services

• Oversee support and operational management of workplace productivity and collaboration platforms.
• Ensure effective support for technologies including Microsoft 365, Microsoft Teams, SharePoint, OneDrive, 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.

Conference Room, Audio Visual, and Meeting Technology Services

• 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.
• Ensure meeting and collaboration technologies support hybrid workforce needs and deliver a consistent user experience across locations.
• Monitor service performance and utilization metrics to inform future workplace technology investments and improvements.

Service Operations and User Experience

• Lead Workplace Technology Services staff responsible for delivering user-facing technology support and operational services.
• Establish service performance standards, operational objectives, and support procedures.
• Monitor service metrics, user satisfaction data, and operational performance indicators to drive service improvements.
• Ensure timely resolution of incidents, service requests, and workplace technology issues.
• Champion a customer-focused culture centered on service excellence, workforce productivity, and positive user experiences.

Technology Deployments and Service Readiness

• Partner with Product Management, Engineering, and Enterprise Applications teams to support deployment of new workplace technologies and services.
• Lead operational readiness, user enablement, and support planning for AI-enabled workplace technologies and services.
• Lead operational readiness activities, support planning, and transition-to-service processes for new products and technologies.
• Ensure support models, knowledge resources, documentation, and operational procedures are established prior to service launch.
• Support pilot programs, adoption initiatives, and organizational change management efforts.
• Provide operational insights and user feedback that inform future product enhancements and service improvements.

Vendor and Asset Management

• Manage vendor relationships associated with workplace technology services, hardware procurement, audio-visual services, and support contracts.
• Oversee workplace technology inventory, asset tracking, lifecycle management, and replacement planning.
• Support budgeting and forecasting activities related to workplace technology services and endpoint technologies.
• Identify opportunities to improve cost efficiency while maintaining service quality and workforce satisfaction.

Leadership and Organizational Development

• Lead, mentor, and develop Workplace Technology Specialists and other workplace technology personnel.
• Establish performance expectations, professional development plans, and operational objectives for team members.
• Foster a culture of accountability, collaboration, innovation, customer service, and continuous improvement.
• Promote knowledge sharing, process discipline, and operational excellence across the Workplace Technology Services organization.
• Build organizational capabilities that support the continued evolution and maturity of workplace technology services.
• Perform other duties as assigned.

Required Knowledge, Skills, and Abilities

• Strong understanding of workplace technology operations, endpoint management, and workforce-facing technology services.
• Experience supporting enterprise Apple environments, including macOS, iOS, iPadOS, and endpoint management platforms such as Jamf Pro.
• Strong knowledge of enterprise productivity and collaboration technologies, including Microsoft 365, Teams, SharePoint, OneDrive, Zoom, and related platforms.
• Experience supporting conference room technologies, audio-visual systems, executive meeting support, and hybrid collaboration environments.
• Understanding of IT Service Management principles, operational support models, and service delivery best practices.
• Experience managing endpoint lifecycle programs, asset management processes, and technology refresh initiatives.
• Strong customer service orientation and commitment to delivering exceptional workforce experiences.
• Proven ability to lead technical support teams and operational service organizations.
• Strong analytical, problem-solving, and decision-making skills.
• Ability to build effective partnerships across business and technology organizations.
• Excellent communication, stakeholder management, and leadership skills.

Education and Experience Requirements

• Bachelor's degree in Information Technology, Computer Science, Engineering, Business Administration, or a related field, or equivalent practical experience.
• Minimum eight (8) years of progressively responsible experience supporting workplace technologies, endpoint services, or workforce technology operations.
• Minimum three (3) years of people leadership experience managing technical support or workplace technology teams.
• Demonstrated experience supporting enterprise collaboration platforms, endpoint management solutions, conference room technologies, and workplace technology services.
• Experience supporting global, distributed, and hybrid workforce environments preferred.

Preferred Certifications

• Jamf Certified Administrator or equivalent Apple ecosystem certifications.
• Apple Device Support certification.
• Microsoft 365 certifications.
• ITIL Foundation or higher.
• HDI Support Center Manager certification.
• Relevant collaboration platform certifications.
• Project Management Professional (PMP) certification is a plus.

Success Measures

• Workforce satisfaction with workplace technology services.
• Endpoint and workplace technology service