I.T. Digital Workplace & Service Desk Manager

Hussmann; Bridgeton (MO); On-site; USD 100,000 - 130,000; Full time

Benefits offered by this job

Health Benefits

401(k) plan with company matching

Tuition reimbursement

Paid time off

Job summary

Hussmann in Bridgeton, Missouri, is seeking an IT Workplace Services Manager to lead the global digital workplace and end user support. The ideal candidate will manage Tier 1-2 service desk operations and drive the deployment of workplace technologies including Microsoft 365. Applicants should possess a Bachelor's degree in IT and a minimum of 10 years in ITSM, demonstrating leadership and strong communication skills. The role offers comprehensive health benefits and a 401(k) retirement plan with matching contributions.

Qualifications

• 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 and hands-on knowledge of endpoint/MDM tools.

Responsibilities

• Own deployment, availability, and adoption of Microsoft 365 and collaboration tools.
• Lead globally distributed Tier 1-2 service desk operations.
• Standardize processes and govern ITIL aligned procedures.

Skills

ITSM Expertise

Customer Focus

Data-Driven Leadership

Executive Communication

Automation Knowledge

Education

Bachelor's degree in IT or related field

Tools

ServiceNow

Jira

Intune

Job description

Overview

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

• 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.
• Lead a globally distributed Tier 1–2 service desk (insourced and outsourced).
• Standardize processes, knowledge, and operating models across regions and time zones.
• Own ITIL aligned processes (Incident, Request, Problem, Change, Knowledge).
• Define and report on KPIs, SLAs, and SLOs; drive root cause elimination and ticket reduction.
• 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.
• Oversee global endpoint and asset lifecycle (procurement through retirement).
• Govern imaging, patching, MDM, and compliance.
• 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.

Qualifications

• 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

• 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.

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.