Where you will work:
This position offers a hybrid work option up to 50% remote and is open to any Compeer office location in Illinois, Minnesota and Wisconsin.

The contributions you will make: 

This position is responsible for leading the day-to-day delivery, reliability, and performance of BT services that directly support end users and clients across the organization. Ensures exceptional customer experience through the planning, provisioning, and operation of IT services, including the Service Desk, Help Desk, Client Experience Monitoring, End User Device Support, Request Fulfillment, Patch & Software Management, Access Management, and Service Reporting. Provides hands-on technical and people leadership for service delivery functions, ensuring consistent service excellence, operational maturity, and alignment with enterprise BT strategies. Drives continuous improvement, promotes automation and self-service, and embeds a culture of reliability and accountability across all customer-facing IT operations.

A typical day:

Service Delivery and Operational Leadership
•    Oversees the planning, provisioning, and daily operation of IT services supporting internal users and clients.
•    Leads IT Service Desk, Help Desk, and End User Device Support functions to ensure timely, accurate, and customer-centric resolution of incidents and requests.
•    Ensures consistent execution of ITSM processes across incident, request, problem, and change management, aligned to defined SLAs and service targets.
•    Monitors and improves end-user experience through proactive Client Experience Monitoring and Service Reporting.
•    Oversees patch and software management lifecycles to maintain device health, compliance, and performance.
•    Partners with Security and Infrastructure teams to ensure alignment on access management, endpoint security, and service reliability.
•    Ensures IT service delivery processes are scalable, efficient, and aligned with organizational and compliance requirements.

Team Management
•    Provides day-to-day leadership, coaching, and mentoring to service desk, device support, and operations engineers.
•    Builds a collaborative, inclusive, and service-oriented team culture that emphasizes accountability, empathy, and problem ownership.
•    Develops team members’ technical, customer service, and ITSM capabilities through training and career development programs.
•    Fosters collaboration and shared accountability across infrastructure, applications, and security teams to improve service outcomes.
•    Implements workforce planning and succession strategies to ensure adequate staffing, coverage, and technical expertise.
•    Encourages innovation in self-service, automation, and user engagement to elevate service quality and efficiency.

Service Performance, Reporting and Continuous Improvement
•    Oversees service performance metrics, dashboards, and reports to measure service levels, customer satisfaction, and operational trends.
•    Analyzes incident and request data to identify root causes, recurring issues, and opportunities for improvement.
•    Drives continuous improvement initiatives to enhance service quality, efficiency, and automation maturity.
•    Implements proactive monitoring and alerting to prevent disruptions and improve service reliability.
•    Ensures post-incident reviews and lessons learned are used to strengthen operational processes and resilience.

Vendor, Budget and Tooling Management
•    Manages vendor relationships and contracts for service desk, device management, and endpoint solutions.
•    Partners with procurement and finance to align budgets with operational priorities and cost optimization goals.
•    Identifies opportunities for automation, efficiency, and modernization through technology investments and vendor collaboration.

The skills and experience we prefer you have: 

•    Bachelor’s degree in Information Technology, Computer Science, Business, or related field; or equivalent work experience.
•    Minimum of 7 years of IT experience, including at least 3 years in IT operations or service delivery roles.
•    Minimum of 3 years of leadership experience managing service desk, end-user support, or IT operations teams.
•    Demonstrated experience improving service delivery performance, end-user experience, and operational maturity.

•    Strong leadership skills with the ability to inspire, develop, and empower diverse technical and customer service teams.
•    Deep understanding of IT Service Management (ITSM) frameworks (i.e., ITIL) and service delivery best practices.
•    Practical experience managing service desk, endpoint management, and client experience functions in a mid-to-large enterprise.
•    Proficiency with ITSM and endpoint management platforms (i.e.., ServiceNow, Intune).
•    Strong analytical and problem-solving skills with a focus on root cause elimination and process improvement.
•    Excellent communication and interpersonal skills, with the ability to engage effectively with business users and technical staff.
•    Proven ability to manage competing priorities, service-level expectations, and escalations in fast-paced environments.
•    Commitment to operational excellence, continuous learning, and innovation in service delivery.
•    Experience with vendor management, budgeting, and performance measurement of managed services.
•    High degree of adaptability and learning agility in a dynamic, technology-driven environment.
•    Valid driver's license.

#LI-AJ1

How we will take care of you:

Our job titles may span more than one career level (associate, senior, principal, etc.). The actual title and base pay offered is dependent upon many factors, such as training, transferable skills, work experience, business needs and market demands. The base pay range is subject to change and may be modified in the future. This role is eligible for variable compensation and other benefits.

This position offers a hybrid work option up to 50% remote and is open to any Compeer office location in Illinois, Minnesota and Wisconsin.

The contributions you will make: 

This position is responsible for leading the design, delivery, and ongoing management of modern workplace technologies that enable team member productivity, collaboration, and security. The incumbent oversees a team focused on endpoint management, device lifecycle, digital experience monitoring, and enterprise collaboration platforms. Ensures that digital workplace services are reliable, intuitive, secure, and aligned with business and user needs. Provides hands-on technical leadership, drives continuous improvement in end-user experience, and ensures operational excellence through modern device management, automation, and proactive support practices. Plays a critical part in advancing the organization’s digital workplace strategy and enhancing the employee technology experience across hybrid and in-office environments

A typical day: 

Technical and Operational Leadership

• Leads the engineering, deployment, and support of digital workplace technologies including endpoint management, operating systems, collaboration tools, and device security.
• Ensures reliability, scalability, and performance of end-user computing platforms (Windows, macOS, mobile devices, and virtual desktop infrastructure).
• Oversees patching, configuration management, and endpoint compliance using tools such as Microsoft Intune, SCCM, or equivalent platforms.
• Leads efforts to modernize the end-user environment through automation, self-service, analytics, and AI-assisted support capabilities.
• Implements and maintains digital experience monitoring solutions to proactively identify and resolve performance or usability issues.
• Ensures adherence to security standards, identity management, and compliance requirements across all endpoints.

Team Management

• Provides daily leadership and coaching to the Digital Experience engineering team, fostering a culture of collaboration, accountability, and innovation.
• Develops team capabilities through mentoring, technical training, and performance management aligned with organizational goals.
• Encourages a user-centric mindset, promoting empathy and responsiveness in service delivery.
• Builds succession and talent development plans that prepare the team for future technology shifts and organizational growth.
• Partners closely with Security, Service Desk, and Application teams to ensure seamless end-user support and integrated service delivery.
• Selects, develops, motivates, coaches, and evaluates, trains and rewards department team members.
• Promotes a positive work environment that leverages the talents and abilities of team members in achieving organizational and team goals.
• Determines and effectively communicates performance standards and development plans and assesses performance against standards.

Project and Service Delivery

• Owns operational excellence across device provisioning, lifecycle management, and support, focusing on efficiency, security, consistency, continuous improvement, and user satisfaction. 
• Establishes and tracks SLAs, KPIs, and user satisfaction metrics to measure and enhance digital experience quality.
• Leads incident, problem, and change management processes for end-user computing services.
• Partners with enterprise architecture and security teams to ensure consistent standards and governance.
• Drives continuous improvement through process optimization, user feedback, and technology innovation.

Financial and Vendor Management

• Supports budgeting and cost management for end-user technology investments including hardware refreshes, software licensing, and support services.
• Manages vendor relationships and evaluates new technologies to enhance the digital workplace ecosystem.
• Identifies opportunities for cost optimization through automation, lifecycle management, and vendor consolidation

The skills and experience we prefer you have: 

• Bachelor’s degree in information technology, computer science, engineering, or a related field; or equivalent combination of education and experience.
• Minimum of 7 years of Information Technology infrastructure or end-user computing experience.
• Minimum 3 years of leadership and management experience, preferred.
• Proven experience managing enterprise end-user technology environments, device lifecycle management, and collaboration platforms.
•  Advanced technical knowledge of endpoint management tools (i.e., Microsoft Intune, SCCM, Jamf, Autopilot, or equivalent).
• Deep understanding of Windows operating systems, M365 collaboration suite, Teams, OneDrive, and SharePoint.
• Familiarity with virtual desktop technologies, remote access solutions, and modern identity management (Citrix, Azure AD, SSO, MFA).
• Advanced experience implementing digital experience monitoring and analytics tools to enhance user satisfaction and reduce incidents.
• Proven leadership and team development skills with ability to coach and motivate engineers in a hybrid work environment.
• Strong understanding of security and compliance requirements related to endpoint and identity management.
• Excellent analytical and problem-solving skills with attention to detail and user impact.
• Effective communicator who can bridge technical and business discussions with clarity and confidence.
• Experience managing vendors, licensing, and hardware refresh cycles.
• Advanced knowledge of ITIL, Agile, or DevOps principles as applied to service management and infrastructure delivery.
• Demonstrated ability to balance hands-on technical leadership with people and process management.
• High learning agility and commitment to continuous improvement in both technology and leadership practices.
• Strong organizational and project management skills, ensuring timely delivery of initiatives with measurable results.

#IND100

How we will take care of you:

Our job titles may span more than one career level (associate, senior, principal, etc.). The actual title and base pay offered is dependent upon many factors, such as: training, transferable skills, work experience, business needs and market demands. The base pay range is subject to change and may be modified in the future. This role is eligible for variable compensation and other benefits.