IT & Workplace Operations Manager

Envision Employment Solutions is currently looking for an IT & Workplace Operations Manager for one of our partners, a leading Digital Bank!

Job Summary

The IT & Workplace Operations Manager owns the delivery of employee-facing IT support and the digital workplace experience across the Bank, ensuring reliable, secure, and efficient IT services for all staff. This role manages the IT Service Desk, endpoint fleet, workforce identity and access management, and collaboration tools, while also supporting release and operational activities through issue resolution and environment access management.

Responsibilities

• Manage the IT Technical Support function (IT Service Desk), including L1 triage, incident resolution, and request handling for all employees.
• Own and support the digital workplace environment, including the endpoint fleet (laptops, desktops, mobile devices) and workforce identity and access management (IAM).
• Manage collaboration tools and platforms (e.g., email, Microsoft 365/Teams, video conferencing) to ensure high availability and adoption across the organization.
• Support software releases and operational activities through issue resolution and management of environment access.
• Define and monitor Service Level Agreements (SLAs) for the Service Desk and workplace operations, ensuring consistent service quality.
• Manage onboarding/offboarding processes for employee IT provisioning, including hardware, access, and application setup.
• Ensure compliance with IT security policies across endpoints, identity management, and collaboration platforms.
• Manage relationships with IT support vendors and workplace technology providers.
• Lead and develop the IT support team, ensuring adequate coverage and continuous improvement of support processes.

Requirements

• Bachelor's degree in Computer Science, Information Technology, or a related field.
• Minimum of 7 years of experience in IT service desk, end-user support, or workplace operations management, ideally within banking or financial services.
• Strong understanding of ITIL service management practices (incident, request, and problem management).
• Experience with identity and access management (IAM) tools and endpoint management platforms (e.g., Intune, SCCM, or similar).
• Familiarity with collaboration and productivity platforms (Microsoft 365, Teams, or similar).
• Experience managing service desk teams and SLAs.
• Strong customer service orientation and communication skills.
• Understanding of IT security best practices relevant to endpoint and identity management.