Workplace Technology Manager

Job Summary

Workplace Technology Manager will lead our end-user technology and support services. This position  oversees a team responsible for managing our organization's endpoint devices, productivity suite, unified communication systems, and help desk operations. The Workplace Technology Manager is  a strategic thinker with strong technical expertise who drives operational efficiency, enhances the employee technology experience and ensures a secure and productive digital workplace. 

Essential Duties

Endpoint device and asset management

• Develop and execute a comprehensive strategy for the lifecycle management of all company endpoints, including laptops, desktops, and mobile devices.
• Lead the selection, procurement, provisioning, and deployment of new hardware/software to employees.
• Monitor license inventory and utilization
• Establish and maintain a secure and reliable inventory management system for all end-user technology assets.
• Implement and enforce policies for device usage, access control, and data protection to reduce risk. 
• Establish a streamlined process to decommission and remove from inventory assets at EOS/EOL

Endpoint Device Automation

• Drive initiatives to automate device provisioning, configuration, and software deployment processes.
• Utilize tools such as Microsoft Intune to streamline the employee onboarding experience and ensure consistent device configurations.
• Automate patch management and software updates to maintain security and compliance across all endpoints.
• Resolve patch scan errors, compliance violations, and vulnerability finds within established SLA’s

       Microsoft 365 (M365) and collaboration tools

• Administer and manage the M365 environment, including user accounts, security policies, and integrations.
• Oversee the deployment, support, and enhancement of M365 services such as Exchange Online, Teams, SharePoint, and OneDrive.
• Monitor new M365 features and services and collaborate with stakeholders to introduce beneficial productivity enhancements.

Virtual desktop infrastructure (VDI) management

• Design, deploy, and manage the organization's VDI environment, including the creation and maintenance of virtual desktop images (golden images) for various user profiles and workloads.
• Ensure the seamless performance, scalability, and security of VDI solutions.
• Troubleshoot and optimize VDI performance by monitoring resource utilization and implementing best practices for high availability.
• Manage the VDI environment using platforms like VMware Horizon, Citrix Virtual Apps and Desktops, or Microsoft Azure Virtual Desktop.
• Collaborate with other IT teams to ensure proper integration of VDI with network, security, and application infrastructures.

Develop Self-Service Capabilities

• Identify opportunities to reduce manual intervention and empower end-users through self-service tools and resources.
• Develop and expand the company's knowledge base and other self-help resources to address common user issues.
• Promote widespread adoption of self-service options to improve efficiency and enhance the employee experience.

Service Desk Management

• Oversee the day-to-day operations of the Service Desk team, ensuring timely and effective resolution of end-user issues.
• Establish reasonable SLA’s within Service Desk call center.
• Monitor Service Desk tickets to ensure timely completion.
• Develop and maintain service level agreements (SLAs), operational metrics, and reporting to measure performance and guide continuous improvement.
• Responsible for incident management, request fulfillment, reporting (including KPIs).
• Cultivate a culture of customer service excellence, mentoring staff on support methodologies and effective communication.

Unified Communication Management

• Manage the administration and support of the company's unified communication and collaboration tools (e.g., VoIP, video conferencing).
• Collaborate with vendors and internal teams to ensure these tools are reliable, integrated, and optimized for both in-office and remote employees.
• Stay current on industry trends and emerging unified communications technologies to recommend and implement innovative solutions. 

      Team leadership and vendor management

• Lead, mentor, and develop high-performing team of technology specialists. 
• Develop career paths for Service Desk employees; identify opportunities for growth.
• Manage relationships with technology vendors and service providers, ensuring successful delivery of solutions and high-quality service.
• Lead technology projects, manage budgets, and coordinate with cross-functional teams to achieve organizational goals. 

Essential Duty – On Call Support   

Workplace Technology Manager will be responsible for providing on-call schedule on a monthly cadence to their team and will ensure there is sufficient coverage for after-hours support. They will function as an escalation point for Service Desk technicians and may provide end-user support after hours in the event additional resources are required. Those in a supervisory role must ensure that cell phones are on and available in the event of end-user support call or outage alert via text message. Management is expected to be available to respond to critical situations, even on a non-scheduled workday.

Complies with all State and Federal Banking regulatory requirements, including but not limited to: BSA, Anti-Money Laundering OFAC, CIP, Financial Elder Abuse Reporting, Sexual Harassment, Information Security and privacy requirements.  This position will elevate suspicious activity to supervisory staff and/or BSA department.  Completes compliance and other technical training workshops as assigned.

Basic Knowledge, Skills and Abilities

• Proven experience in a technology management role, overseeing a service desk and end-user computing.
• Strong technical background in managing Microsoft 365 services, endpoint management solutions, and unified communications platforms.
• Experience in developing self-service portals, automation scripts, or other productivity-enhancing technologies.
• Excellent leadership, communication, and project management skills.
• Strong understanding of IT security and best practices related to endpoint devices.
• Proven experience in a technology management role, overseeing a service desk, end-user computing, and VDI solutions.
• Strong technical background in managing Virtual Desktop Infrastructure (VDI), including image management, deployment, and optimization using platforms like VMware Horizon or Citrix.

Officer Title Eligibility

For qualified positions, the Bank may designate an Officer Title to an employee who seeks and/or meets defined competencies for an eligible position. This position qualifies for the officer title(s) of Assistant Vice President or Vice President.    

Education And Experience

• Strategic thinker who can align technology initiatives with business objectives.
• Proactive and resourceful problem-solver with strong analytical abilities.
• Passion for delivering an exceptional employee experience through technology.
• Demonstrated experience in a fast-paced, evolving technology environment
• Bachelor’s degree from 4-year school or a minimum of five years of related work experience with a successful track record.
• ITIL Certification preferred: Minimal ITIL Foundations; ITIL Intermediate [Lifecycle] a bonus.
• ITIL or other Workplace Technology Manager Certification or training completion desired.
• Strong ITSM experience.
• Workplace Technology Management experience.
• Ticketing / ITSM Platform administration certification or relevant experience desired (Zendesk preferred).
• Prior experience in an environment requiring a high degree of customer service skills, best practices and the ability to deliver such.
• Mid-level Supervisor typically with 4-5 years of experience.
• Experience in coaching, motivating and leading employees to meet the needs of the Bank.
• Strong verbal, written and interpersonal communication skills.
• Knowledge of various computer operating systems, primarily Windows.
• Ability to analyze and reconcile data for accurate reporting to upper management.  Need to be able to recognize deficiencies and provide real solutions to remediate identified issues. 
• Multi-tasking experience in a fast-paced environment; completing work tasks with speed and accuracy.
• Preferably a background in telecommunications, internet applications, cellular, and wireless technology.
• Experience working in a Bank environment as it relates to compliance, security and other Bank industry standards. 

Physical Requirements & Work Environment 

• Requires repetitive movement.
• Requires sitting for prolonged periods of time.
• Requires lifting up to 50 lbs.
• Requires using hands to oversee, control or feel objects.
• Office setting w/controlled temperature.

Additional Requirements

• Professional business attire
• On call and after-hours availability required. 
• Ability to work evenings, weekends and holidays as needed

As a part of the Bank’s internal control systems, employees holding sensitive positions are required to be absent from their duties for a minimum of two consecutive weeks each year. This position has been deemed to meet the test for a sensitive position, and therefore you will be required to meet the minimum absence requirement each and every year.  

This job description is not intended to be all-inclusive, and employees will be required to perform additional related work duties as assigned by their immediate supervisor and/or management.

Farmers and Merchants Bank of Long Beach reserve the right to revise or change job duties and responsibilities as the need arises. This job description does not constitute a written or implied contract of employment.

September 15, 2025