Manager, Workplace Technology Services

Coates Group

Job Location:

Chicago, IL - USA

Yearly Salary: $ 85000 - 120000

Posted on: 22 hours ago

Vacancies: 1 Vacancy

Job Summary

Be Part of Our Next Chapter

For over almost 60 years our solutions have enabled impactful connections between some of the worlds leading brands and their customers. And while weve already done a lot of work were proud of were just getting started!

Coates Group has the values of a family-owned business and the innovative spirit of a start-up both which fuel our purpose Creating Connections. Empowering Partnerships. Always Evolving. Through hard work dedication and creativity weve become industry leaders who have won awards and set records while remaining focused on continual growth and evolution. We are a 2x Australia Good Design Award winner and successfully completed the largest hardware deployment in Quick Service Restaurant history.

We are curious charismatic authentic and we value and leverage the diversity of our crew. We are imaginers kindness enthusiasts experts creators thinkers challengers collaborators and over-achievers. And together as a Crew we are revolutionizing the way the worlds leading brands leverage technology to drive the best customer experiences.

The Manager Workplace Technology Services is responsible for the global delivery governance and continuous improvement of end-user technology services and employee technology enablement processes across North American. The role leads the North American Service Desk function owns IT service management workplace technology governance oversees the North American IT team and partners with People & Culture business leaders and technical teams to ensure employees have timely access to systems devices and support throughout the employee lifecycle. This role drives operational excellence service performance onboarding readiness access governance and continuous process improvement while ensuring alignment with enterprise security compliance and business objectives.

Responsibilities:

IT Service Management & Governance

Lead the global Service Desk function ensuring high-quality support data driven service performance and team effectiveness across regions

Continuous Improvement & Business Partnership

Use data reporting and stakeholder feedback to drive service improvements optimize processes and enhance the employee technology experience. Define engagement models for escalations and act as the operational bridge between IT and senior stakeholders.

People Leadership

Lead coach and develop the Service Desk team fostering a high-performance customer-focused culture while driving accountability capability development employee engagement and achievement of service delivery objectives.

End user computing and security

Own and continuously improve workplace technology services employee access governance security controls and end user computing process to support employee productivity and business operations.

Governance Risk & Compliance

Ensure service operations technology controls and asset management practices align with security compliance audit and governance requirements.

Asset Lifecycle Governance

Maintain accurate asset inventory within toolset. Ensure onboa

Qualifications:

5 years experience in IT Service Delivery or Service Desk Management

Proven experience managing distributed or global support teams

Experience leading IT Service Management (ITSM) functions.

Experience leading operational governance and continuous improvement initiatives across multiple stakeholder groups.

Experience managing employee onboarding offboarding or access management processes.

Experience working cross-functionally with HR Security and business stakeholders.

Experience driving process improvement and operational transformation initiatives.

Strong experience with ITIL-based service management practices

Hands-on experience with:

Freshservice or similar ITSM tools

Workspace ONE (or equivalent endpoint management platform)

CrowdStrike (or equivalent endpoint protection platform)

Microsoft 365 and Azure Active Directory / Entra ID

Experience in SLA management reporting and service performance analytics

Exposure to ISO 27001 ISMS or similar compliance frameworks

Strong stakeholder management and communication skills

Capabilities:

Strong leadership and team management capability across global teams

Excellent written and verbal communication including executive-level reporting

Strong operational discipline and attention to detail

Data-driven decision making and analytical mindset

Ability to work independently and drive outcomes with minimal supervision

Strong ownership and accountability for service outcomes

Proactive escalation and risk management mindset

Ability to balance customer experience with security and governance requirements

Strong collaboration with technical security and business stakeholders

Continuous improvement mindset with focus on efficiency and maturity uplift

$85000 - $120000 a year

Full Salary Range: $85000/year (minimum) $102500/year (midpoint) $120000/year (maximum).

Pay is based on relevant experience skills education internal equity and market data. Well-qualified candidates can generally expect offers around the midpoint. Candidates who meet the minimum qualifications but have more limited directly relevant experience for this specific role are typically placed nearer the minimum while highly experienced candidates with strong role alignment may be placed closer to the maximum.

About Coates

We are industry leaders who have won awards and set records. We are a 2x Australia Good Design Award winner and we successfully completed the largest hardware deployment in Quick Service Restaurant history.

We are led by a forward-thinking CEO who has demonstrated a true passion for people and making Coates a place where people genuinely enjoy working. Our growth plans enable a focus on providing rapid career advancement opportunities for our talent.

Together we are creators allowing us to make our purpose a reality to create immersive brand experiences for everyone.

Join a Crew that Cares

Be part of a global team of talented ambitious creative people that value integrity individuality and inclusivity. (Ask us about our Equality Empowerment Initiatives).

The benefits include an annual market competitive bonus program and our Thrive Program which includes a suite of flexible work options because were strong believers that you should never miss an important life or work moment. Thrive also provides dedicated time to prioritize our health and wellbeing (think virtual Yoga or meditation sessions) a Global Wellness paid day off to recharge as well as a Give Back Day to allow our Crew an opportunity to make an impact in the community.

Be inspired To Be More

We skip the red tape and aim to always stay nimble. Were proud of where weve been and are energized by where were going. We encourage ideas and perspectives because we know the more we have the better we are. We work hard but have fun along the way. We push the boundaries but keep it real and authentic. We believe in the values that got us here are the ones that will continue to lead us forward. We are excited by what weve accomplished but know the best is yet to come.

Coates Group is an Equal Opportunity Employer and does not discriminate on the basis of race color creed national or ethnic origin gender religion disability age political affiliation or belief disabled veteran veteran of the Vietnam Era or citizenship status (except in those special circumstances permitted or mandated by law).

Fraud Alert: Employment Scam Advisory

It has come to our attention that unauthorised individuals are impersonating our company and reaching out to job seekers through fraudulent emails falsely claiming to represent Coates. These emails often request personal information and appear to come from domains that are not affiliated with our organisation such as.

We take this matter very seriously. Coates has reported these incidents to law enforcement and is cooperating with the ongoing investigation. We are committed to protecting the integrity of our recruitment process and the privacy of our applicants.

Please be advised of the following:

- Coates does not operate or communicate through any domain resembling @

- Wedo not contact employment candidates via email to solicit personal or financial information

- All applications for employment must be submitted through our official website directly through our LinkedIn profile:Coates Group

- All emails from us will come from our official domain which or via our Applicant - Tracking System (ATS) email address which is no-replyatdotco

If you receive any suspicious communications purporting to be from Coates we urge you not to respond do not click any links and do not provide any personal safety and trust are of the utmost importance to us. Thank you for your vigilance.

We may use artificial intelligence (AI) tools to support parts of the hiring process such as reviewing applications analyzing resumes or assessing responses and identifying potential inconsistencies or verification signals in application materials based on available information. These tools assist our recruitment team but do not replace human judgment. Final hiring decisions are ultimately made by humans. If you would like more information about how your data is processed please contact us.

Required Experience:

Manager

Be Part of Our Next ChapterFor over almost 60 years our solutions have enabled impactful connections between some of the worlds leading brands and their customers. And while weve already done a lot of work were proud of were just getting started!Coates Group has the values of a family-owned business...