Senior Manager, Digital Workplace & End User Services

Position Overview:
The Senior Manager, Digital Workplace & End User Services is responsible for delivering a reliable, high-quality digital workplace experience for Lytx employees globally. This role leads the teams and services that enable employees to access devices, collaboration tools, workplace technology, and IT support required to perform their work effectively.

The role oversees global support operations, end user computing platforms, workplace collaboration technology, executive support services, and IT service management practices. It also owns the Employee Service Portal platform, built on Zendesk, which enables service delivery across Corporate IT and other internal business functions including HR and Facilities.

Working closely with Infrastructure, Security, Enterprise Applications, and Workplace teams, this leader will build and mature a high-performing global support organization focused on operational excellence, service reliability, and continuous improvement of the digital employee experience.

Key Responsibilities

Global Support Operations

• Lead the global End User Services organization responsible for service desk operations, endpoint support, and workplace technology services supporting employees worldwide.

• Establish operational standards, escalation frameworks, and service delivery models that ensure consistent support experiences across regions.

• Build and develop a high-performing support team through coaching, performance management, and career development.

• Foster a customer-first support culture focused on employee productivity, responsiveness, and service quality.

IT Service & Platform Management

• Own the operational delivery and governance of Lytx’s IT Service Management framework and supporting platforms.

• Serve as the functional owner of the Employee Service Portal, built on Zendesk, enabling service delivery across Corporate IT, Facilities, HR, and other internal functions.

• Define and maintain service management processes including incident, request, problem, and change management aligned with industry best practices.

• Ensure portal workflows, automation, service catalog structures, and reporting support scalable and measurable service delivery.

• Use service analytics and operational insights to drive continuous improvement across internal services.

Executive Support

• Oversee the delivery of high-touch support services for Lytx executives and senior leadership.

• Establish service standards that ensure reliable, responsive, and discreet executive support.

• Partner closely with Executive Assistants to ensure seamless executive technology experiences.

• Support high-visibility meetings, board sessions, and executive events requiring specialized technology support.

Digital Workplace & End User Computing

• Oversee lifecycle management of employee devices including provisioning, deployment, security configuration, refresh, and retirement.

• Ensure endpoint platforms remain secure, reliable, and optimized for modern hybrid work environments.

• Partner with Identity, Security, and Microsoft 365 platform teams to integrate endpoint management, authentication, and collaboration services.

• Ensure workplace collaboration technologies, including conference room and AV systems, deliver reliable hybrid meeting experiences across offices.

Required Skills & Experience:

• Bachelor’s degree in Information Technology, Computer Science, or equivalent experience.

• 8+ years of experience in enterprise IT operations, end user computing, or digital workplace technologies.

• 5+ years of leadership experience managing enterprise IT support teams or service operations.

• Strong experience managing enterprise service desk and endpoint support environments.

• Demonstrated experience operating IT Service Management practices including incident, request, problem, and change management.

• Experience supporting enterprise collaboration platforms such as Microsoft 365.

• Experience operating in global or distributed IT support environments.

• Strong communication and leadership skills with the ability to collaborate effectively with both technical and business teams.

Success Measures:

• Consistent improvement in employee satisfaction with IT support services.

• Reliable and responsive global support operations.

• Reduction in repeat incidents and improved first-contact resolution rates.

• Reliable delivery of workplace collaboration and meeting room technologies.

• Increased automation and self-service capabilities through the Employee Service Portal.

• Development of a high-performing global End User Services organization aligned to Lytx service standards.

Benefits:

• Medical, dental and vision insurance 
• Health Savings Account
• Flexible Spending Accounts
• Telehealth
• 401(k) and 401(k) match
• Life and AD&D insurance
• Short-Term and Long-Term Disability
• FTO or PTO
• Employee Well-Being program
• 11 paid holidays plus 1 inclusive holiday per year
• Volunteer Time Off
• Employee Referral program
• Education Reimbursement Program
• Employee Recognition and Appreciation program
• Additional perk and voluntary benefit programs

Salary is based on a number of factors including market location and may vary depending on job-related knowledge, skills, and experience.  This position is also eligible for an incentive compensation plan.  The expected hiring salary for this position is:

Innovation Lives Here

You go all in no matter what you do, and so do we. At Lytx, we’re powered by cutting-edge technology and Happy People. You want your work to make a positive impact in the world, and that’s what we do. Join our diverse team of hungry, humble and capable people united to make a difference.

Together, we help save lives on our roadways!

Lytx, Inc. is proud to be an equal opportunity employer. We’re committed to building a diverse and inclusive workforce and do not discriminate based on race, color, religion, sex, sexual orientation, gender identity or expression, gender, genetic information, uniformed service, national origin, age, veteran status, disability, pregnancy, or any other status protected by federal or state law. We are committed to providing reasonable accommodation for candidates with disabilities who need assistance during the hiring process. To request a reasonable accommodation, please email [email protected].  Lytx conducts background checks on applicants who receive a conditional offer of employment in accordance with applicable local, state, federal and regional laws. Qualified applicants with arrest or conviction records will be considered. Background check results may potentially result in the withdrawal of a conditional offer of employment and will be made in accordance with all applicable local, state, federal and regional laws.