Position Overview
The Digital Workplace & End User Services Manager is responsible for delivering a seamless, secure, and efficient digital experience for employees across the global enterprise. This role leads the strategy, implementation, and continuous improvement of end-user technologies, IT support services, collaboration tools, and workplace experience platforms, ensuring high performance, standardization, and user satisfaction worldwide.
The ideal candidate is an experienced IT service leader with deep knowledge of ITIL practices, proven success in IT Service Management (ITSM) implementations, and a strong track record supporting multinational operations. Excellent English communication skills are essential for collaboration across regions and teams.
Key Responsibilities
Digital Workplace Leadership
- Lead the Digital Workplace and End User Services function, overseeing end-user computing, collaboration tools, device management, and service desk operations across all global locations.
- Define and implement the digital workplace roadmap — enabling hybrid work, mobility, and productivity through modern technologies (e.g., Microsoft 365, Teams, Intune, Service Desk Plus – ManageEngine).
- Partner with global IT leaders to ensure technology solutions align with business needs, security requirements, and enterprise architecture standards.
End User Services Management
- Manage day-to-day IT support operations, including service desk, field support, and endpoint services.
- Develop and monitor SLAs, KPIs, and user satisfaction metrics to ensure service excellence.
- Lead problem management and continuous improvement initiatives to enhance user experience and reduce incident volumes.
- Establish standard processes for endpoint lifecycle management (procurement, imaging, patching, asset tracking, and disposal).
ITSM & Process Excellence
- Drive the design, implementation, and optimization of IT Service Management (ITSM) systems and workflows using ManageEngine’s Service Desk Plus.
- Ensure compliance with ITIL framework best practices, including Incident, Problem, Change, Knowledge, and Request Management.
- Collaborate with other IT teams (Infrastructure, Applications, Security) to ensure integrated, cross-functional service delivery.
People & Vendor Management
- Lead and develop a team of service delivery professionals, providing coaching, performance feedback, and development opportunities.
- Manage external vendors and outsourcing partners to ensure service quality, cost efficiency, and contractual compliance.
- Act as a global escalation point for major incidents or user-impacting issues.
Continuous Improvement & Innovation
- Identify emerging workplace technologies and evaluate their potential to improve collaboration, automation, and employee experience.
- Partner with HR, Communications, and Facilities teams to enhance the digital employee experience throughout the lifecycle.
- Promote a culture of innovation, service excellence, and customer centricity within the IT organization.
Qualifications & Experience
- Bachelor’s degree in Information Technology, Computer Science, or related field (Master’s degree preferred).
- 7–10+ years of experience in IT service delivery or digital workplace management in a multinational enterprise environment.
- Proven success leading ITSM platform implementations (ManageEngine, ServiceNow, or equivalent).
- ITIL v4 certification (Foundation required; Intermediate or Expert level preferred).
- Strong technical knowledge of end-user computing, collaboration platforms, endpoint management, and service support operations.
- Experience managing distributed teams and third-party vendors across multiple time zones.
- Excellent communication and presentation skills in English and Portuguese (verbal and written).
- Demonstrated ability to work effectively across cultures and organizational levels in a global matrix structure.
Core Competencies
- Customer and service orientation
- Analytical and process improvement mindset
- Strong leadership and stakeholder management skills
- Strategic thinking with hands-on delivery capability
- Cross-functional collaboration and influence
- Change management and user adoption leadership
Why join us?
Join Lightera, a global organization committed to digital innovation, operational excellence, and employee experience. As the Digital Workplace & End User Services Manager, you’ll play a key role in shaping how thousands of employees around the world work, collaborate, and engage with technology every day. We offer:
- Open culture and challenging opportunity to satisfy intellectual needs
- Flexible working hours
- Smart working: hybrid remote/office working environment
- Work-life balance
- Excellent, dynamic, and multicultural environment
