Manager, Digital Workplace Services

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Hybrid with base at US, Indianapolis, IN or US, Dayton, OH

Manager, Digital Workplace Services

Position Summary

As the Manager of US Digital Workplace Services, you will collaborate with the Sr Manager of Global Digital Workplace Services and be a key strategic member of our distributed team. With data and insights into how people connect, focus and thrive at work, our team is responsible for optimizing and deploying the future of our digital workplace. In this role, you will lead the US Corporate delivery of deskside services and desktop engineering services, to ensure high end-user satisfaction with end-user computing devices, phones, and video conferencing equipment. The team will provide white-glove services to the executive leadership team 24/7. With a customer first attitude, you will ensure a consistent and effective delivery of services consistent with our global AES locations.

Responsibilities

• Lead the US Corporate Digital Workplace Services team ensuring local execution of global services
• Collaborate with other Digital leadership and business leaders to establish and provide exceptional digital experiences and user journeys

• Ensure expedite support is provided to executives and maintain a direct contact with their assistants to guarantee reliable and continuous support on and off site.
• Lead team performance to SLAs
• Act as US Corporate digital workplace service escalation and escalation of critical incidents
• Handle multiple high priority initiatives in a fast-paced environment
• Plan and oversee annual technology refresh roadmaps including budgetary planning and financial management in coordination with Global Digital Asset Manager

• Collaborate with multi-functional teams to continually review and align on endpoint device standards, vendor negotiation of volume pricing and sourcing, and ensure adoption of these standards across AES locations
• Continually improve service quality by evaluating IT Service Management metrics, and re-designing processes or automation where opportunities exist
• Maintain a detailed inventory for Digital Workplace assets
• Run software licensing, support renewal contracts and budget for applications required within Global Digital Workplace Services
• Foster an environment of empowerment by attracting, retaining, and developing talent.

• Develop the skill of employees through training, education, and mentoring.
• Build Strong relationship across Digital team and businesses.

Education / Experience (Required)

Bachelor's Degree (Information Technology / Computer Science/Engineering) preferred or equivalent with relevant work experience required.

2+ years management experience to include:

• Implementing new processes and functions within a Digital organization
• Strong facilitation, negotiation, and collaboration skills
• Proven ability to effectively inspire change

4+ years Digital Workplace Service experience

Additional Qualifications

• Expert-level knowledge and experience running Windows PC and Mac laptop and desktop computers in an enterprise Active Directory domain environment, including system deployment/imaging/patching automation leveraging Intune/SCCM/OSD platforms.
• Proven success in leading service delivery and excellent technical support for a remote workforce.
• ITIL and/or Agile practitioner
• Sophisticated knowledge of ServiceNow technology and ITAM module

• Sophisticated knowledge of Active Directory OU structure, Group Policy, object attributes, Azure AD integration, leading user access within a multi-forest/multi-domain-trust environment, and modern authentication methods to AAD
• Experience with network infrastructure including enterprise WiFi, wired/ethernet switching and cabling, and solid understanding of IP addressing, subnets, VLANs, firewalls, routers and SD-WAN concepts
• Working knowledge of foundational services and protocols including DNS, DHCP, RADIUS, WPA2, HTTP/HTTPS, SMB, IPSec
• Sophisticated understanding of Microsoft Office suite function and management at scale, including Office365 (Word, Excel, Outlook, OneDrive, SharePoint, Teams) licensing, configuration management.
• Advanced knowledge and experience leading user file shares, file services, and related technologies

• Advanced knowledge of enterprise video conferencing specifically based on Microsoft Teams, including conference room technology such as Teams Room Systems and various EOM hardware platforms.
• Experience with computer room / data center racking, cabling, power, and basic device trouble shooting.
• Proficient in communicating technical information to non-technical audiences
• Leadership and experience in providing mentorship, feedback, and communicating results and areas for improvement all while leading by example
• Experience problem solving and creativity in finding solutions to difficult issues

• Broad experience and passion for structured IT Service Management including service definition, establishing and measuring SLA's, and continual service improvement.
• Understanding of IT Security and compliance principles and best practices
• Experience with scripting languages including PowerShell
• Experience with IT operating budgets, procurement processes, accounts payable.
• Familiarity with Microsoft CA/PKI (certificate) services, Multi-Factor authentication (MS AAD MFA, O365)

• Familiarity with remote access methods and VPN clients

At AES, you will be immersed in an exceptional work environment that is recognized throughout the world on Best Companies lists. You will also be surrounded by colleagues who are committed to helping each other grow through our outstanding Check-In approach where feedback flows freely.

AES is an Equal Opportunity Employer who is committed to building strength and delivering long-term sustainability through diversity and inclusion. Respecting all backgrounds, differences and perspectives enables us to improve the lives of our people, customers, suppliers, contractors, and the communities in which we live and work. All qualified applicants will receive consideration for employment without regard to sex, sexual orientation, gender, gender identity and/or expression, race, national origin, ethnicity, age, religion, marital status, physical or mental disability, pregnancy, childbirth, or related medical condition, military or veteran status, or any other characteristic protected under applicable law. E-Verify Notice: AES will provide the Social Security Administration (SSA) and if necessary, the Department of Homeland Security (DHS) with information from each new employee's I-9 to confirm work authorization.

Safety comes first at AES. To protect the health and safety of our people, customers, communities and partners, and to provide and maintain a workplace that is free of known hazards, AES requires all newly-hired people or current AES people applying for U.S.-based role(s), to be fully vaccinated against COVID-19 or be willing to be fully vaccinated against COVID-19 by their date of hire. Except where prohibited by law or not specifically covered in a collective bargaining agreement, new hires and transfers will be required to provide proof of vaccination during onboarding and periodically thereafter. This policy will comply with all applicable laws and is based on guidance from the Centers for Disease Control and Prevention and local health authorities, as applicable.

AES is an Equal Opportunity Employer who is committed to building strength and delivering long-term sustainability through diversity and inclusion. Respecting all backgrounds, differences and perspectives enables us to improve the lives of our people, customers, suppliers, contractors, and the communities in which we live and work. All qualified applicants will receive consideration for employment without regard to sex, sexual orientation, gender, gender identity and/or expression, race, national origin, ethnicity, age, religion, marital status, physical or mental disability, pregnancy, childbirth, or related medical condition, military or veteran status, or any other characteristic protected under applicable law. E-Verify Notice: AES will provide the Social Security Administration (SSA) and if necessary, the Department of Homeland Security (DHS) with information from each new employee's I-9 to confirm work authorization.

Safety comes first at AES. To protect the health and safety of our people, customers, communities and partners, and to provide and maintain a workplace that is free of known hazards, AES requires all newly-hired people or current AES people applying for U.S.-based role(s), to be fully vaccinated against COVID-19 or be willing to be fully vaccinated against COVID-19 by their date of hire. Except where prohibited by law or not specifically covered in a collective bargaining agreement, new hires and transfers will be required to provide proof of vaccination during onboarding and periodically thereafter. This policy will comply with all applicable laws and is based on guidance from the Centers for Disease Control and Prevention and local health authorities, as applicable.