About Watg
WATG is the world’s preeminent destination and hospitality design firm. We are employee-owned, almost 80 years young, and home to over 450 creative, globe-trotting professionals located remotely and in our offices in California, Dallas, New York, Honolulu, London, Singapore, and Shanghai.
Our approach to design applies a hospitality ethos to the development of all shapes and sizes. From initial feasibility studies to finishing touches, we operate globally as an integrated, multidisciplinary practice. Along with our interior design studio, Wimberly Interiors, we specialize in hospitality, gaming + entertainment, urban + mixed-use, and high-end residential design.
We were founded in Honolulu in 1945, and the spirit of the islands taught us to focus on community strength, self-reliance, and sustainability – which we still prioritize today. We passionately believe that culture and heritage are the roots that lead to long-term resilience. We stay true to our values of designing spaces that respect, protect, and enhance the natural magic of their surroundings while delivering long-term value for our clients and their communities.
WATG is hiring a Regional Workplace Technology Manager for our Dallas office.
ROLE
The Workplace Technology Manager is a hands-on technology leader focused on delivering exceptional customer service and helping to foster a culture of innovative technology. This role involves planning, implementing, and supporting user-facing technology, including hardware, software, and the underlying systems, both on-site and remotely.
The IT Workplace Manager plays a crucial role in overseeing IT service delivery across the Americas region and providing firmwide support when required. The manager contributes to knowledgebase documentation and training, actively participates in project management and delivery, and constantly looks for ways to enhance our systems and support. The IT Workplace Manager also takes on the responsibility of leading and mentoring Service Desk team members. This position reports to the Director of Information Technology.
Responsibilities
IT Workplace Support and Service Delivery
- Ownership of IT service delivery, ensuring timely support to staff and emphasizing excellent customer support
- Collaborates with Technology Managers in leading and overseeing the WATG Service Desk Ticketing system to monitor, manage, and ensure successful resolutions to end-user issues
- Contributes to identifying new ways to improve and innovate our systems and technology
- Leads the Regional Workplace Technology team by providing escalation support, mentorship, delegating tasks when necessary, and conducting performance reviews
- Coordinates and enhances service levels and help desk processes where appropriate
- Contributes to global strategies and initiatives, project planning, management, and deployment
- Coordinates deployment and training on WATG Technology initiatives
- Actively leads and contributes to creating, maintaining, and delivering the WATG Technology Knowledgebase
- Carries out tasks with minimal site disruptions and supervision
Technical Support
- Supports and configures desktop and laptop computer systems
- Participates in technical research and development to enable continuing innovation
- Helps create software packages and distributes collections to computers
- Assists in the installation and support of IT servers, storage, and network infrastructure
- Maintains effective local emergency and disaster recovery procedures
- Creates and maintains documentation for WATG programs and procedures
- Assists in the configuration and support of conferencing technology
- Troubleshoots printer and peripheral devices
- Configures and supports Office 365 environment
- Implements and administers Microsoft Active Directory, Azure AD, local/global security policies, DNS, and DHCP as they relate to PC management
- Specifies, evaluates, configures, and makes recommendations on IT-related purchases
- Supports company-provided and BYOD mobile phones
- Participates with leadership in identifying and resolving issues regarding IT systems strategies
Qualifications
- Associate degree or equivalent experience required; Bachelor’s degree desired
- 10+ years of technical IT help desk support experience in small-to-mid-size companies
- 5+ years of managing and mentoring a technical team delivering IT service and support
- Problem-solving and analytical skills with proven ability to troubleshoot and resolve technical issues, both hardware and software-related
- Extensive knowledge of Microsoft Windows OS, Microsoft Office, and iOS
- Working knowledge of Windows Server OS, VMware ESXi, Active Directory, and LAN concepts
- Excellent written and verbal communication skills
- Exceptional listening and presentation skills to efficiently communicate complex technical concepts to end users
- Adept problem-solving skills
- CompTIA A+, Network+, MCP Certification, or equivalent experience/coursework desired
- Ability to work independently, share information globally, and assist others with their assignments
- May need to lift and carry up to 40 pounds
- Please include a copy of your resume to be considered for this position.
WATG is an Equal Opportunity Employer