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

WATG and Wimberly Interiors jobs

Regional Workplace Technology Manager