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Job Title: Manager, Digital Workplace
Department: Technology
Location: Washington, DC (Hybrid) (In office 2 days a week)
Reports To: Sr. Director, IT Ops
Supervisory Role: Yes
FLSA Status: Exempt

Position Summary:

Are you passionate about digital transformation and building high-performing IT services that power a modern workforce in the music industry? We are seeking a Digital Workplace Manager to lead the key operational service functions that shape our employee experience every day. This hands-on technical leader will drive both operational stability and strategic evolution across the digital workplace — from endpoint reliability and collaboration services to identity and access management, infrastructure and operations, and technical support excellence. Reporting to the Sr. Director of IT Operations, you’ll play a critical role in stabilizing core operations while building a roadmap toward increased efficiency and enhanced employee experience. This is a hybrid role with in-office presence required up to three days per week or as needed for in-person collaboration or company events.

Key Areas of Responsibility:

1. IT Service Desk (ITSM)
   •    Oversee daily IT service desk operations and deliver SLA driven exceptional end user support.
   •    Implement and manage tools like JIRA ITSM for service management and reporting.
   •    Set and track KPIs for responsiveness, resolution, and satisfaction.
2. Identity and Access Management (IAM)
   •    Manage platforms like Okta, Entra ID, Active Directory, and internal IAM solutions.
   •    Implement secure and scalable access policies across applications, platforms, and services.
3. Endpoint Management
   •    Oversee lifecycle and configuration management of Windows PCs, macOS devices, and mobile endpoints.
   •    Apply platforms like Intune, Kandji, etc to enforce standards, automate provisioning, and enhance security.
4. Infrastructure & Operations
   •    Coordinate with internal and vendor teams to maintain reliable back-end systems and IT infrastructure.
   •    Support incident response, backup/recovery, and operational runbooks for all platforms that make up the digital workplace.
5. Network Services
   •    Oversee end-user facing network services, including Wi-Fi, VPN, and LAN support in collaboration with infrastructure teams.
   •    Manage vendor SLAs, network troubleshooting, and proactive availability monitoring.
6. Collaboration Services
   •    Ensure reliable and productive collaboration through tools such as Microsoft 365, Zoom, Atlassian (JIRA/Confluence), and Slack.
   •    Drive continuous improvement in meeting room tech, remote connectivity, and virtual collaboration.

Essential Functions:

• Lead and develop a team of digital workplace professionals and support engineers.
• Create a seamless and productive digital environment that enables employees to work effectively and efficiently from anywhere
• Manage and administer digital workplace tools and applications, ensuring proper configuration, access controls, and integrations.
• Provide training and support to employees on the effective use of digital tools, including developing training materials and onboarding new staff.
• Balance internal talent with outsourced support partners to deliver and operationalize seamless, scalable services.
• Lead change management efforts to ensure smooth adoption of new technologies and processes, minimizing disruption and maximizing employee engagement.
• Partner cross-functionally with IT, P&C/Office Administration, and Facilities to align technology with business needs.
• Measure and improve outcomes: reduce incident volume, automate repetitive tasks, increase employee satisfaction, and optimize resource use.
• Provide stakeholders with insights for technology improvements, keep them apprised of progress and risks, and establish and improve SLAs and metrics.
• Drive change initiatives that drive self-service digital adoption and enhance digital fluency.

Required Education, Certifications/ Licenses, Related Experience:

• Bachelor’s degree in computer science or equivalent experience
• 8+ years of experience in digital workplace, IT operations, or end-user services, with at least 3+ years managing teams.
• Demonstrated problem-solving, solution development, and analytical skills including performance metrics tracking, process improvement, and risk management.
• Demonstrated success managing vendor project teams and outsourced support functions.
• Proven ability to lead within fast-paced, hybrid enterprise environments.
• Experience with:
  • M365, Zoom, Entra ID, Okta, JIRA ITSM, Atlassian Suite, Slack
  • Endpoint Management tools (e.g., Intune, Kandji, etc.)
  • Windows/macOS administration and IT infrastructure principles
• Familiarity with Agile, ITIL, and continuous service improvement.
• Strategic thinker with operational discipline and systems-level perspective.
• Strong communication and leadership skills with the ability to influence and engage stakeholders across all levels.

Why Join Us:

• Be a pivotal leader in shaping how work gets done in a dynamic and hybrid organization.
• Gain visibility and impact across IT and business leadership.
• Work with a team that values clarity, collaboration, and continuous improvement.

ADA Specifications:

• This position requires the ability to remain in a stationary position (standing and/or seated) more than half the time.
• The person in this role may need to move around the corporate office(s) less than half the time.
• The person in this role must be able to maneuver (lift, move, carry, slide, etc.) 15 – 40 lbs.
• This position operates machinery and/or equipment that requires the constant use of hands/fingers/wrists (ex: typing, operating the Point-of-Sale system, etc.) most of the time.
• This position requires the ability to spend majority the time viewing computer monitors.

Travel Requirements:

This position has less than 25% travel.

PAY RANGE: $160,000 – $183,000