Lead North American service desk and workplace technology services, own ITSM and access governance, drive operational excellence and continuous improvement, manage NA IT team, partner with HR, security, vendors, and stakeholders to ensure employee technology onboarding, support, and compliance.
Be Part of Our Next Chapter
For over almost 60 years, our solutions have enabled impactful connections between some of the world’s leading brands and their customers. And while we’ve already done a lot of work we’re proud of, we’re just getting started!
We’re a global technology company focused on creating dynamic, smart, personalized and engaging customer experiences powered by our range of digital hardware, our proprietary content management system and our industry leading signage solutions. (For example: If you’ve ordered in-store or in the drive-thru at McDonald’s somewhere in the world in the last few years, chances are you’ve interacted with our digital solutions.) We work in over 50 global markets and have 9 offices around the world, with a global headquarters proudly located in our founding home of Sydney, Australia.
Coates Group has the values of a family-owned business and the innovative spirit of a start-up, both which fuel our purpose – Creating Connections. Empowering Partnerships. Always Evolving. Through hard work, dedication and creativity, we’ve become industry leaders who have won awards and set records while remaining focused on continual growth and evolution. We are a 2x Australia Good Design Award winner and successfully completed the largest hardware deployment in Quick Service Restaurant history.
We are curious, charismatic, authentic and we value and leverage the diversity of our crew. We are imaginers, kindness enthusiasts, experts, creators, thinkers, challengers, collaborators and over-achievers. And together, as a Crew, we are revolutionizing the way the world’s leading brands leverage technology to drive the best customer experiences.
The Manager, Workplace Technology Services is responsible for the global delivery, governance, and continuous improvement of end-user technology services and employee technology enablement processes across North American. The role leads the North American Service Desk function, owns IT service management, workplace technology governance, oversees the North American IT team and partners with People & Culture, business leaders, and technical teams to ensure employees have timely access to systems, devices, and support throughout the employee lifecycle. This role drives operational excellence, service performance, onboarding readiness, access governance, and continuous process improvement while ensuring alignment with enterprise security, compliance, and business objectives.
Responsibilities:
Lead the global Service Desk function, ensuring high-quality support, data driven service performance, and team effectiveness across regions
Use data, reporting, and stakeholder feedback to drive service improvements, optimize processes, and enhance the employee technology experience. Define engagement models for escalations and act as the operational bridge between IT and senior stakeholders.
Lead, coach, and develop the Service Desk team, fostering a high-performance, customer-focused culture while driving accountability, capability development, employee engagement, and achievement of service delivery objectives.
Own and continuously improve workplace technology services, employee access governance, security controls and end user computing process to support employee productivity and business operations.
Ensure service operations, technology controls, and asset management practices align with security, compliance, audit, and governance requirements.
Maintain accurate asset inventory within toolset. Ensure onboa
IT Service Management & Governance
Continuous Improvement & Business Partnership
People Leadership
End user computing and security
Governance, Risk & Compliance
Asset Lifecycle Governance
Qualifications:
•5+ years’ experience in IT Service Delivery or Service Desk Management
•Proven experience managing distributed or global support teams
•Experience leading IT Service Management (ITSM) functions.
•Experience leading operational governance and continuous improvement initiatives across multiple stakeholder groups.
•Experience managing employee onboarding, offboarding, or access management processes.
•Experience working cross-functionally with HR, Security, and business stakeholders.
•Experience driving process improvement and operational transformation initiatives.
•Strong experience with ITIL-based service management practices
•Hands-on experience with:
• Freshservice or similar ITSM tools
• Workspace ONE (or equivalent endpoint management platform)
• CrowdStrike (or equivalent endpoint protection platform)
• Microsoft 365 and Azure Active Directory / Entra ID
•Experience in SLA management, reporting, and service performance analytics
•Exposure to ISO 27001, ISMS, or similar compliance frameworks
•Strong stakeholder management and communication skills
Capabilities:
•Strong leadership and team management capability across global teams
•Excellent written and verbal communication, including executive-level reporting
•Strong operational discipline and attention to detail
•Data-driven decision making and analytical mindset
•Ability to work independently and drive outcomes with minimal supervision
•Strong ownership and accountability for service outcomes
•Proactive escalation and risk management mindset
•Ability to balance customer experience with security and governance requirements
•Strong collaboration with technical, security, and business stakeholders
•Continuous improvement mindset with focus on efficiency and maturity uplift
About Coates
We are industry leaders who have won awards and set records. We are a 2x Australia Good Design Award winner and we successfully completed the largest hardware deployment in Quick Service Restaurant history.
We are led by a forward-thinking CEO who has demonstrated a true passion for people and making Coates a place where people genuinely enjoy working. Our growth plans enable a focus on providing rapid career advancement opportunities for our talent.
Together, we are creators, allowing us to make our purpose a reality – to create immersive brand experiences for everyone.
Join a Crew that Cares
Be part of a global team of talented, ambitious, creative people that value integrity, individuality and inclusivity. (Ask us about our Equality + Empowerment Initiatives).
The benefits include an annual market competitive bonus program and our “Thrive Program” which includes a suite of flexible work options because we’re strong believers that you should never miss an important life or work moment. Thrive also provides dedicated time to prioritize our health and wellbeing (think virtual Yoga or meditation sessions), a Global Wellness paid day off to recharge as well as a “Give Back Day” to allow our Crew an opportunity to make an impact in the community.
Be inspired To Be More
We skip the red tape and aim to always stay nimble. We’re proud of where we’ve been and are energized by where we’re going. We encourage ideas and perspectives because we know the more we have, the better we are. We work hard but have fun along the way. We push the boundaries but keep it real and authentic. We believe in the values that got us here are the ones that will continue to lead us forward. We are excited by what we’ve accomplished, but know the best is yet to come.
Coates Group is an Equal Opportunity Employer and does not discriminate on the basis of race, color, creed, national or ethnic origin, gender, religion, disability, age, political affiliation or belief, disabled veteran, veteran of the Vietnam Era, or citizenship status (except in those special circumstances permitted or mandated by law).
Fraud Alert: Employment Scam Advisory
It has come to our attention that unauthorised individuals are impersonating our company and reaching out to job seekers through fraudulent emails, falsely claiming to represent Coates. These emails often request personal information and appear to come from domains that are not affiliated with our organisation, such as coatesgroupcareer.com.
We take this matter very seriously. Coates has reported these incidents to law enforcement and is cooperating with the ongoing investigation. We are committed to protecting the integrity of our recruitment process and the privacy of our applicants.
Please be advised of the following:
- Coates does not operate or communicate through any domain resembling "@coatesgroupcareer.com"
- We do not contact employment candidates via email to solicit personal or financial information
- All applications for employment must be submitted through our official website https://coatesgroup.com/careers or directly through our LinkedIn profile: Coates Group
- All emails from us will come from our official domain, which is [at]coatesgroup[dot]com or via our Applicant - Tracking System (ATS) email address, which is no-reply[at]hire.lever[dot]co
If you receive any suspicious communications purporting to be from Coates, we urge you not to respond, do not click any links, and do not provide any personal information. Your safety and trust are of the utmost importance to us. Thank you for your vigilance.
Coates Group Chicago, Illinois, USA Office
112 N May St, Chicago, Illinois , United States, 60607
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With vibrant neighborhoods, great food and more affordable housing than either coast, Chicago might be the most liveable major tech hub. It is the birthplace of modern commodities and futures trading, a national hub for logistics and commerce, and home to the American Medical Association and the American Bar Association. This diverse blend of industry influences has helped Chicago emerge as a major player in verticals like fintech, biotechnology, legal tech, e-commerce and logistics technology. It’s also a major hiring center for tech companies on both coasts.
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