Onsite Manager – Workplace Services ( Full-time ) Chicago, IL DK

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:

Bachelors 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