Manager - Americas IT Digital Workplace Services

About the role

The Manager- Americas IT Digital Workplace Services, plays a key leadership role supporting our Americas region, including our global headquarters, major manufacturing sites, and key office locations. This position leads a team of IT Specialists while remaining hands-on balancing strategic leadership with meaningful individual contributor work (approximately 50/50). In this role, you will champion the digital employee experience, ensuring our workforce has modern, reliable devices and exceptional end user support. You will drive service availability and performance across sites, oversee proactive issue resolution, and manage both regional and global IT initiatives that advance our technology landscape. You'll partner closely with global colleagues to deliver consistent, high quality IT services, communicate progress to senior leadership, and ensure successful coordination with external vendors, local partners, and site stakeholders. You will also prioritize support needs, projects, and improvements aligned with organizational and business goals. Success in this role requires strong technical acumen, a passion for customer service, and a leadership approach rooted in coaching, mentoring, and empowering your team. You will promote and enforce IT policies, standards, KPI targets, and SLA commitments while fostering a culture of accountability and continuous improvement. Please note that this role requires on-site presence five days per week, Monday through Friday. About the location, nestled within New York's Capital District, Niskayuna, NY, offers the perfect blend of community and opportunity. Here, you'll find a vibrant atmosphere with excellent schools, beautiful scenery, and a strong sense of belonging. Thriving Community: Niskayuna boasts a close-knit atmosphere with easy access to Schenectady and Albany for cultural experiences and nightlife. Natural Beauty: Enjoy locals parks, trails, lakes and rivers, offering ample opportunities for outdoor recreation along with easy access to the wine region of the Finger Lakes and Adirondack, Catskill, and Berkshires mountains Affordable Living: The Capital District boasts a relatively lower cost of living compared to other major metropolitan areas. This allows you to enjoy a comfortable lifestyle while pursuing your career goals. Strategic Location: Escape the hustle and bustle yet stay connected. Niskayuna is just a few hours' drive or train ride from major cities, such as Boston, New York City and Montreal Also, in close proximity to Saratoga Springs, NY home to the Saratoga Racecourse and the Saratoga Performing Arts Center Excellent Schools: The Niskayuna Central School District is renowned for its commitment to quality education. This ideal combination of small-town charm, easy access to major metropolitan areas, and top-rated schools makes Niskayuna the perfect place for professionals and families seeking a high quality of life. Responsibilities Include: Key Tasks, Deliverables & Objectives: 24/7 regional operational ownership of end-user systems including, but not limited to, desktop computers, laptops/tablets, peripherals, VDI, remote and wireless access and the associated operating systems and applications. Lead a team of IT Specialists in delivering high quality, constantly adapting, excellent end user technology services to all our customers including desktop, mobile, and remote. Provides direct support to end users, specifically at the HQ location Direct the continuous and secure operation, administration and maintenance of the corporate computing and networking infrastructure at the 24/7 sites in the region, including development of IT Risk Management, Disaster Recovery and Business Continuity Plans. Streamline, coordinate, and order IT equipment and supplies following company procurement procedures. Coordinate training of new IT regional specialists (internal / external) as needed. Partners with the Global Service Desk to ensure IT services are delivered optimally and issues are followed up with urgency. Holds others accountable for consistently following through on commitments and ensuring that results are achieved, Makes talent decisions (i.e., selection, development, performance management and rewards) Manages a budget supporting all PC & peripheral expenses and chargebacks in their region. Manages and implements hardware and software Asset Management best practices including regular reporting and audits. Contributes to the development of multi-year IT roadmap and strategic planning activities as well as budgeting and forecasting activities. Implements and clearly communicate processes regarding Standard Operating Procedure (schedules, after hour support, ticket management and assignment, call escalation). Continuously improves processes - independently assess areas of opportunities that increase customer service and staff efficiencies. Completes other

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Job Title: Manager - Americas IT Digital Workplace Services

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