Workplace Technology Manager

Resource 1 is in need of a Workplace Technology Manager on a permanent, hybrid basis in Chicago, IL. The role will provide hands-on endpoint and workplace technology leadership with emphasis on SCCM and Microsoft Intune while mentoring and upskilling a small team of five. The hire will manage the service desk vendor, drive automation and self-service, build SLAs, and act as the primary customer-facing technical lead across multiple business units. This position will deliver operational improvements, documentation and culture change to shift routine work to L1 and enable more strategic engineering.

Responsibilities:

• Lead hands-on endpoint engineering and device management using SCCM and Microsoft Intune.
• Mentor, coach and upskill a team of five to elevate L2 engineers toward L3 capability.
• Manage and hold accountable the L1 service desk vendor and coordinate escalations to internal L3/ L4 teams.
• Design and implement automation and self-service workflows, including onboarding and offboarding automation.
• Develop SLAs, dashboards and reporting from the BMC ticketing system and other monitoring tools.
• Create, maintain and enforce knowledge base, runbooks and repeatable processes.
• Coordinate with security and infrastructure teams on endpoint security, MFA and compliance handoffs.

Required Skills & Experience:

• Hands-on experience with SCCM (ConfigMgr) and Microsoft Intune endpoint management.
• Strong experience with Microsoft 365 and workplace collaboration technologies.
• Proven mentoring and team upskilling experience with measurable outcomes.
• Experience managing service desk vendors and working with BMC ticketing systems.
• Ability to design automation/self-service solutions and build knowledge bases.
• Working knowledge of endpoint security concepts and experience coordinating with security teams.
• Experience supporting multi-site, geographically dispersed users and field workers.

Plusses:

• Experience with Meraki or equivalent network management platforms.
• Background supporting Windows-first environments with some macOS and mobile device management experience.
• Experience in manufacturing or large distributed enterprise environments.