Manager, Workplace Technology Services

About the Team & Role

The Manager of Workplace Technology Services serves a critical leadership role within the organization, acting as a central point of contact for the procurement, distribution, and lifecycle management of all end-user hardware and licensed software across the global WEX ecosystem. They will lead a diverse, global team of IT Support Specialists and Technicians and be responsible for driving operational excellence, strategic vendor partnerships, and proactive automation initiatives to optimize technology spend and enhance WEX's Digital Employee Experience (DEX).

How you'll make an impact

Hardware Lifecycle & Logistics Management

• Strategic Deployment: Oversee the global distribution and recovery of all end-user endpoints (7,500+ devices), ensuring employees receive hardware optimized for their specific personas for each use case (Onboardings/Offboardings, Refresh, Break/Fix, etc.)

• Refresh Program Management: Manage the annual PC Refresh process, enforcing an optimized hardware lifecycle to maintain employee productivity and mitigate device failure risks.

• Global Vendor & Logistics Optimization: Manage and optimize the global vendor ecosystem for all end-user hardware, including strategic logistical partnerships and regional hardware vendors across North America, EMEA, and APAC.

• Global Telecom & Print Services: Manage regional telecommunications providers for mobile device procurement and inventory. Additionally, coordinate with international Managed Service Providers (MSPs) for printer support.

• Specialized Infrastructure: Manage the procurement and approval process for non-standard requests, mobile device provisioning, and network printer/AV infrastructure deployments.

Software Asset Management (SAM) & Cost Optimization

• License Lifecycle: Oversee the purchasing, distribution, and ongoing management of all "Specialty Licensed Software" (e.g., Adobe, Visual Studio, JetBrains).

• Waste Elimination: Drive cost-optimization by tracking usage and conducting manual and automated audits to reclaim, downgrade, or reallocate underutilized licenses.

Inventory Control & Compliance

• CMDB Integrity: Enforce strict Configuration Management Database (CMDB) best practices, ensuring chain of custody by mandating real-time status updates.

• Inventory Management: Coordinate regular physical inventory counts across all WEX office locations to maintain accurate stock visibility and prevent data staleness. Additionally, lead hardware demand forecasting, ordering, and comprehensive CapEx/OpEx financial management.

• Secure Decommissioning: Ensure all end-of-life and defective assets are collected and securely processed by certified IT Asset Disposition (ITAD) vendors, strictly adhering to NIST 800-88 standards and the Global Equipment Disposal Policy.

Proactive IT & Digital Employee Experience (DEX)

• Automated Remediation: Leverage the Nexthink platform to shift from reactive troubleshooting to proactive device management, tracking metrics like boot speeds, application crashes, and RAM utilization to improve WEX's overall DEX score.

• Self-Service Enablement: Expand "Shift-Left" capabilities by integrating automated software provisioning and remediation tools through Jira Service Management (JSM).

Experience you'll bring

• Financial Acumen: Ability to project annual hardware demand forecasting, manage CapEx/OpEx budgets, and demonstrate tangible ROI through cost-avoidance.

• Operations: Proven background in IT Operations with a focus on continuous improvement, hardware logistics, and inventory control

• Vendor Management: Experience managing global IT vendors and logistical partnerships, including enforcing strict Service Level Agreements (SLAs)

• ITSM & ITIL Expertise: Practical, hands-on experience utilizing IT Service Management (ITSM) and ITIL frameworks is required, with an active ITIL/ITSM certification highly preferred.

• Leadership: Experience managing global, cross-functional teams.

• Core Systems: Jira Service Management, Nexthink, Coupa, Microsoft SCCM/Intune, JAMF, Google MDM and Calero.