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This range is provided by SoundExchange. Your actual pay will be based on your skills and experience — talk with your recruiter to learn more.

Base pay range

$160,000.00/yr - $183,000.00/yr

Direct message the job poster from SoundExchange

Since forming in 2003, we have established ourselves as the premier music tech organization with a mission of building a fairer, simpler, and creator‐focused industry. Through a combination of proprietary solutions, emphasis on data, and advocacy efforts, SoundExchange works with 3,600+ digital service providers to collect and distribute digital performance royalties – more than $11 billion – on behalf of over 700,000 creators and rights owners.

Job Title: Manager, Digital Workplace

Department: Technology

Location: Washington, DC (Hybrid) (In office 2 days a week)

Supervisory Role: Yes

FLSA Status: Exempt

Position Summary:

Are you passionate about digital transformation and building high-performing IT services that power a modern workforce in the music industry? We are seeking a Digital Workplace Manager to lead the key operational service functions that shape our employee experience every day. This hands-on technical leader will drive both operational stability and strategic evolution across the digital workplace — from endpoint reliability and collaboration services to identity and access management, infrastructure and operations, and technical support excellence. Reporting to the Sr. Director of IT Operations, you'll play a critical role in stabilizing core operations while building a roadmap toward increased efficiency and enhanced employee experience. This is a hybrid role with in-office presence required up to three days per week or as needed for in-person collaboration or company events.

Key Areas of Responsibility:

IT Service Desk (ITSM)

• Oversee daily IT service desk operations and deliver SLA driven exceptional end user support.

• Implement and manage tools like JIRA ITSM for service management and reporting.

• Set and track KPIs for responsiveness, resolution, and satisfaction.

Identity and Access Management (IAM)

• Manage platforms like Okta, Entra ID, Active Directory, and internal IAM solutions.

• Implement secure and scalable access policies across applications, platforms, and services.

• Oversee lifecycle and configuration management of Windows PCs, macOS devices, and mobile endpoints.

• Apply platforms like Intune, Kandji, etc to enforce standards, automate provisioning, and enhance security.

Infrastructure & Operations

• Coordinate with internal and vendor teams to maintain reliable back-end systems and IT infrastructure.

• Support incident response, backup/recovery, and operational runbooks for all platforms that make up the digital workplace.

Network Services

• Oversee end-user facing network services, including Wi-Fi, VPN, and LAN support in collaboration with infrastructure teams.

• Manage vendor SLAs, network troubleshooting, and proactive availability monitoring.

• Ensure reliable and productive collaboration through tools such as Microsoft 365, Zoom, Atlassian (JIRA/Confluence), and Slack.

• Drive continuous improvement in meeting room tech, remote connectivity, and virtual collaboration.

Essential Functions:

• Lead and develop a team of digital workplace professionals and support engineers.
• Create a seamless and productive digital environment that enables employees to work effectively and efficiently from anywhere
• Manage and administer digital workplace tools and applications, ensuring proper configuration, access controls, and integrations.
• Provide training and support to employees on the effective use of digital tools, including developing training materials and onboarding new staff.
• Balance internal talent with outsourced support partners to deliver and operationalize seamless, scalable services.
• Lead change management efforts to ensure smooth adoption of new technologies and processes, minimizing disruption and maximizing employee engagement.
• Partner cross-functionally with IT, P&C/Office Administration, and Facilities to align technology with business needs.
• Measure and improve outcomes: reduce incident volume, automate repetitive tasks, increase employee satisfaction, and optimize resource use.
• Provide stakeholders with insights for technology improvements, keep them apprised of progress and risks, and establish and improve SLAs and metrics.
• Drive change initiatives that drive self-service digital adoption and enhance digital fluency.

Required Education, Certifications/ Licenses, Related Experience:

• Bachelor's degree in computer science or equivalent experience
• 8+ years of experience in digital workplace, IT operations, or end-user services, with at least 3+ years managing teams.
• Demonstrated problem-solving, solution development, and analytical skills including performance metrics tracking, process improvement, and risk management.
• Demonstrated success managing vendor project teams and outsourced support functions.
• Proven ability to lead within fast-paced, hybrid enterprise environments.
• Experience with:
• Endpoint Management tools (e.g., Intune, Kandji, etc.)
• Windows/macOS administration and IT infrastructure principles
• Familiarity with Agile, ITIL, and continuous service improvement.
• Strategic thinker with operational discipline and systems-level perspective.
• Strong communication and leadership skills with the ability to influence and engage stakeholders across all levels.

Why Join Us:

• Be a pivotal leader in shaping how work gets done in a dynamic and hybrid organization.
• Gain visibility and impact across IT and business leadership.
• Work with a team that values clarity, collaboration, and continuous improvement.

ADA Specifications:

• This position requires the ability to remain in a stationary position (standing and/or seated) more than half the time.
• The person in this role may need to move around the corporate office(s) less than half the time.
• The person in this role must be able to maneuver (lift, move, carry, slide, etc.) 15 – 40 lbs.
• This position operates machinery and/or equipment that requires the constant use of hands/fingers/wrists (ex: typing, operating the Point-of-Sale system, etc.) most of the time.
• This position requires the ability to spend majority the time viewing computer monitors.

Travel Requirements:

This position has less than 25% travel.

PAY RANGE: $160,000 – $183,000

Note:

The above statements are intended to describe the general nature and level of work being performed by the individual(s) assigned to this position. They are not intended to be an exhaustive list of all duties, responsibilities, and skills required. Management reserves the right to modify, add, or remove duties and to assign other duties as necessary.

DEI Statement:

At SoundExchange, we empower creators and help share the future of music. One way we do this is by respecting our team members' diverse voices, varied perspectives, and distinct backgrounds. We are intentional in creating an inclusive culture where we recognize that equity is greater than equality and all employees have the opportunities and support needed to thrive. We strive to create teams that reflect the music community we serve – every individual's unique attributes and abilities are valued and are part of how we innovate, create, and deliver experiences to the creators we champion.

Accommodations:

SoundExchange is committed to working with and providing reasonable accommodations to individuals with physical and mental disabilities. If you are a qualified individual with a disability or a disabled veteran, you have the right to request a reasonable accommodation if you are unable or limited in your ability to use or access the SoundExchange Careers website as a result of your disability. We will make a determination on your request for reasonable accommodation on a case-by-case basis. If you need an accommodation, please email ...@soundexchange.com.

Seniority level

• Seniority level

  Mid-Senior level

Employment type

• Employment type

  Full-time

Job function

• Job function

  Management and Information Technology

• Industries

  Technology, Information and Media

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Inferred from the description for this job

Medical insurance

Paid paternity leave

401(k)

Paid maternity leave

Vision insurance

Disability insurance

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