We are looking for an experienced IT Manager/Director to lead digital workplace operations in Lake Forest, Illinois. This role is responsible for maintaining reliable end-user technology services, improving the employee technology experience, and guiding day-to-day service delivery across core workplace platforms. The ideal candidate brings strong operational leadership, technical depth, and the ability to coordinate effectively with both internal stakeholders and external service partners.
Responsibilities:
- Oversee the daily delivery of digital workplace services, including endpoint administration, desktop standards, collaboration platforms, and identity-related solutions.
- Maintain dependable and consistent IT services by tracking uptime, responsiveness, and overall platform performance against defined service targets.
- Partner with internal support groups and third-party providers to align priorities, resolve issues efficiently, and sustain high-quality service delivery.
- Direct the handling of incidents, user requests, root cause investigations, and change activities in accordance with established operational procedures.
- Review service metrics regularly and lead remediation efforts when performance trends fall short of expected outcomes.
- Establish and refine workstation and device management practices to support secure, standardized, and efficient user environments.
- Drive operational improvements across digital workplace support processes to enhance service quality and user satisfaction.
- 5+ years of experience in IT operations, digital workplace support, or a related infrastructure leadership role.
- Hands-on knowledge of Active Directory and identity services within enterprise environments.
- Experience with backup technologies and operational practices that support business continuity.
- Familiarity with Cisco technologies and supporting network-connected workplace services.
- Strong understanding of computer hardware, endpoint support, and device lifecycle management.
- Experience with configuration management practices for maintaining consistent and controlled IT environments.
- Ability to manage cross-functional coordination with internal teams and external service providers.
- Strong analytical, communication, and problem-solving skills in a service-driven IT setting.