Desktop Service Manager

Role: Onsite Manager Workplace Services
Location: Chicago IL 
Duration: Fulltime
Salary: USD 110K

The Onsite Manager – Workplace Services is responsible for end-to-end management of onsite IT support, collaboration, and digital workplace services. This role oversees Desktop Engineering, White Glove Support, Service Desk ITSM Tools, Microsoft Teams, SharePoint, OneDrive, and collaboration platforms, with strong ownership of service reporting, analytics, and performance insights. The role ensures operational excellence, SLA compliance, data-driven decision-making, and continuous service improvement.

Responsibilities
1. Service Delivery Operations
* Own overall delivery of Workplace Services at the client site, ensuring a consistent, high-quality end-user experience.
* Ensure adherence to SLAs, KPIs, security standards, and operational processes.
* Act as the primary onsite escalation point for high-severity incidents and service disruptions.
* Oversee incident, problem, change, and request management aligned to ITIL best practices.
2. Team People Management
* Lead and manage onsite teams covering:
o Desktop Engineering
o White Glove / VIP Support
o Service Desk ITSM Tools
o Microsoft Teams, SharePoint OneDrive
o Collaboration Tools Team Managers
* Provide leadership, mentoring, performance management, and career development.
* Manage staffing, shift coverage, and workload balancing.
* Drive a culture of accountability, customer focus, and continuous improvement.
3. ITSM Tools, Reporting Analytics
* Own operational governance of ITSM tools (e.g., ServiceNow or equivalent).
* Design, build, and run standard and ad-hoc reports in ServiceNow covering incidents, requests, changes, SLAs, assets, and CSAT.
* Develop and maintain operational dashboards for real-time visibility into service health, trends, and risks.
* Analyze service data to identify patterns, root causes, improvement opportunities, and automation candidates.
* Translate complex data into actionable insights for leadership, clients, and operational teams.
* Ensure accuracy, consistency, and integrity of service data and reporting outputs.
4. Desktop, White Glove Endpoint Services
* Oversee lifecycle management of desktops, laptops, peripherals, and endpoint tools.
* Ensure proactive, personalized White Glove/VIP support for executives and key users.
* Coordinate with engineering teams on OS imaging, patching, software deployment, and refresh programs.
5. Teams, SharePoint, OneDrive Collaboration Services
* Manage support, adoption, and stability of Microsoft Teams, SharePoint Online, and OneDrive for Business.
* Ensure effective collaboration, document management, and secure file-sharing across the organization.
* Oversee onboarding, access management, permissions, and issue resolution for collaboration platforms.
* Partner with security and compliance teams to meet data governance, retention, and protection requirements.
6. Stakeholder Client Management
* Act as the primary onsite interface with client stakeholders and business leadership.
* Present data-driven service reviews, dashboards, and performance insights.
* Manage escalations with clear communication, ownership, and timely resolution.
* Align workplace services and improvement roadmaps with business priorities.
7. Continuous Improvement Service Optimization
* Use analytics and trend analysis to proactively improve service quality and efficiency.
* Drive reduction in repeat incidents, manual effort, and escalations through problem management and automation.
* Support workplace transformation initiatives including M365 adoption, SharePoint migrations, and hybrid work enablement.

Minimum Qualifications
* Bachelor’s degree in Information Technology or equivalent experience.
* Experience of IT support or workplace services experience, including Relevant years in a leadership role.
* Strong experience managing onsite IT support and collaboration services.
* Hands-on experience with Microsoft 365 (Teams, SharePoint Online, OneDrive).
* Strong experience with ServiceNow reporting, dashboards, and ITSM analytics.
* Working knowledge of ITIL frameworks and service governance.

Preferred Qualifications/ Skills
* Strong leadership and stakeholder management
* Advanced reporting and data analysis skills
* Ability to interpret trends and translate data into business insights
* Incident and crisis management
* Customer-centric, outcome-driven mindset