Service Desk Operations Manager Jobs in Missouri

Job Summary:

The Workplace Technology Manager leads the strategy, delivery, and continuous improvement of workplace technologies that enable Henderson employees to work productively and efficiently across all Henderson locations. This role oversees physical endpoints, virtual desktops, Service Desk operations, Audio/Visual engineering and on-site support, hardware asset lifecycle management, and the overall digital end user experience (DEX) to provide a secure, reliable, and intuitive workplace technology environment. The manager is responsible for leading and developing high performing teams, establishing technology and service standards, improving operational performance through automation and AI-enabled tools, and partnering with stakeholders to deliver scalable, secure, compliant solutions aligned with the company strategy. 

Minimum Qualifications:

• Bachelor’s degree in information systems, Computer Science, Business, or a related field. Relevant work experience may be considered in lieu of degree. 

• 7+ years of progressive IT experience across multiple workplace technology disciplines, such as end-user computing, virtual desktop environments, service delivery, Audio/Visual technologies, or hardware asset management. 

• 3+ years of people management experience leading end-user support and/or technical engineering teams, including responsibility for coaching, performance management, team development, and operational results. 

• Proven ability to build, mentor, and retain high-performing, cross-functional teams. 

• Extensive knowledge in at least two of the following areas: ITSM/ITIL, endpoint management, AV systems, hardware/software asset management, and deployment. 

• Experience with modern endpoint management platforms (Microsoft Intune, Jamf, SCCM, or equivalent). 

• Experience monitoring, measuring, and improving the digital end-user experience (DEX) through technology performance data, service insights, and user feedback. 

• Proven track record of defining and meeting SLAs, managing customer escalations, and driving measurable improvements in service quality. 

• Demonstrated experience applying automation, AI tooling, or intelligent workflows to improve efficiency within service desk, endpoint management, or asset administration functions. 

• Ability to evaluate and contribute to technical architecture and system design decisions. 

• Awareness of data privacy, security standards, and enterprise compliance requirements. 

• ITIL v4 Foundation certification or higher, or the ability to obtain certification within 90 days of hire. 

• Familiarity with and experience using IT Asset Management (ITAM) and Software Asset Management (SAM) tools and processes. 

• Skilled in strategic planning, resource management, and project execution. 

• Ability to facilitate prioritization, roadmap development, and continuous delivery practices. 

• Travel up to 5% of the time is required. 

Preferred Qualifications (What makes you stand out):

• Experience coordinating and managing third-party vendors, service providers, and technology partners preferred 

• Strong financial acumen with experience owning and managing multi-million-dollar budgets preferred. 

• Strong interpersonal skills with the ability to effectively bridge technical and non-technical stakeholders preferred. 

• Experience communicating effectively with audiences ranging from hands-on technicians to executive leadership and C-level stakeholders preferred. 

• Excellent written and verbal communication skills, including executive-level reporting and presentations preferred. 

Essential Job Functions & Accountabilities:

People Leadership and Team Development:

• Lead, develop, and mentor a high-performing team across End-User Compute Engineering, Service Desk, Audio/Visual Engineering, On-Site Support, and Asset Management functions.
• Foster a culture of accountability, collaboration, innovation, and customer-centric service delivery.
• Establish clear performance expectations, provide regular coaching and feedback, and support employee growth through professional development planning, training opportunities, succession planning, and career pathing initiatives.
• Drive workforce planning efforts, including organizational design, resource allocation, talent acquisition, and skills development, ensuring the team is appropriately structured and equipped to meet current and future business needs.
• Promote employee engagement and operational excellence by championing continuous improvement, knowledge sharing, cross-functional collaboration, and a culture of inclusion, safety, and respect.
• Manage team performance through the establishment and monitoring of key operational metrics, individual objectives, and service delivery outcomes, recognizing achievements and addressing performance concerns as appropriate.

Strategic Leadership of End-User Compute Engineering:

• Lead the End-User Compute function, including endpoint engineering, virtual desktop management strategy, device provisioning, configuration management, Operating System and application lifecycle governance and continuous improvement of the digital end user experience (DEX).
• Drive automation of device provisioning workflows to support rapid onboarding, while partnering with Information Security to ensure endpoints meet compliance, patching, and security posture requirements.

Support Service Desk Operations:

• Lead the ongoing maturation of Service Desk operations across all company locations (US only) by strengthening service management practices, evolving Service Level Agreements/Service Level Objective (SLA/SLO) frameworks, and improving performance in ticket resolution, first-contact resolution, and customer satisfaction.
• Lead the continued evolution of the Service Desk toward a more proactive, knowledge-driven, and scalable support model that drives self-service adoption and reduces ticket volume through automation, knowledge management, and proactive user enablement.

Audio/Visual Engineering & On-Site Support:

• Coordinate the development, deployment, and lifecycle management of enterprise Audio/Visual systems. This includes conference rooms, all-hands venues, digital signage, and hybrid meeting infrastructure. Define AV standards to ensure consistent employee experience.
• Partner with Facilities and Real Estate on office buildouts and technology refresh projects, helping ensure workplace technology is easy, intuitive, and reliable for employees and guests to use.
• Ensure on-site support teams deliver exceptional Audio/Visual support for executive meetings, all-hands events, and other business critical needs.

Manage Hardware Asset Lifecycle & Administration:

• Lead the governance and lifecycle management of all hardware assets, across all locations. This includes ensuring license compliance, tracking entitlements, and handling vendor contracts. 
• Establish and maintain accurate asset inventory, ownership records, and lifecycle status across all end-user devices and related peripherals, ensuring reliable reporting and audit readiness.
• Lead hardware refresh planning, procurement coordination, and secure disposition processes to help ensure employees receive the right equipment at the right time while retired assets are handled in accordance with company policy and data protection standards.