Director of Workplace & Field Technology Services

The Director of Workplace & Field Technology Services provides strategic and operational leadership for the technology services that support R+L Carriers employees, field locations, mobility workforce platforms, and IMT warehouse inventory operations. This role is accountable for workplace technology, desktop and field support services, mobile systems strategy, mobile hardware provisioning, endpoint lifecycle governance, and warehouse inventory cycle and operations management for IMT. The Director is responsible for aligning workforce technology services with business priorities, ensuring reliable support across distributed locations, guiding the roadmap for mobile and field technology platforms, and maintaining strong operational controls over equipment, inventory, vendor coordination, and service execution. This position partners closely with Infrastructure teams, Application teams, Information Security, Service Desk, Purchasing, Facilities, Operations, and business stakeholders to deliver scalable, secure, and customer-focused technology services across the enterprise.

Key Responsibilities

Responsibility Area Accountabilities

Strategic Leadership

• Set the strategic direction for workplace technology, field services, mobile systems, endpoint support, and IMT warehouse inventory operations.
• Create and maintain roadmaps that align workforce technology capabilities with enterprise priorities, operational needs, and long-term business strategy.
• Evaluate current tools, hardware, software, support processes, and operational models to improve service quality, scalability, standardization, and cost effectiveness.

Workplace Technology & Field Services

• Provide leadership for desktop systems support, field support, endpoint lifecycle management, site readiness, refresh planning, and enterprise end-user technology services.
• Ensure workplace technology and field services are delivered consistently across corporate offices, service centers, and distributed enterprise locations.
• Establish standards for intake, prioritization, escalation, communication, documentation, and customer experience across supported services.

Mobile Systems Strategy & Delivery

• Direct strategy, planning, support, and delivery activities for mobile workforce systems, including mobile telematics, fuel management and MDT platforms, in cab camera systems, forklift hardware, and related field-deployed technology.
• Partner with Application, Infrastructure, and business stakeholders to align mobile systems roadmaps with operational requirements and enterprise technology standards.
• Guide mobile systems integration, hardware provisioning, support readiness, service level expectations, and scalable solution design across multiple locations.

Warehouse Inventory Operations

• Own warehouse inventory cycle and operations management for IMT, including inventory governance, receiving, staging, replenishment, storage, fulfillment, returns, retirement, and disposal processes.
• Establish controls for inventory accuracy, cycle counts, asset traceability, purchasing coordination, equipment readiness, and operational reporting.
• Ensure warehouse inventory operations support field deployment needs, endpoint lifecycle plans, mobile hardware readiness, service center refreshes, and project execution.

Team Leadership & Organizational Development

• Lead, develop, and retain managers, technical staff, field support teams, mobile systems personnel, and warehouse inventory operations resources.
• Evaluate staffing needs, define organizational structure, set performance expectations, and build capability through coaching, mentoring, training, and succession planning.
• Create a service-oriented culture focused on accountability, operational discipline, safety, customer experience, documentation, and continuous improvement.

Operational Performance & Service Management

• Define, monitor, and improve service level expectations, support performance, backlog health, escalation management, field execution, and endpoint readiness outcomes.
• Ensure supported applications, mobile systems, hardware platforms, and field services meet operational reliability, availability, and customer experience expectations.
• Use service data, inventory data, project demand, and stakeholder feedback to prioritize work, allocate resources, and improve operational performance.

Vendor, Supplier & Stakeholder Management

• Manage relationships with software, hardware, warehouse, and field service suppliers to support timely issue resolution, product readiness, purchasing, warranty support, and emergency response.
• Partner with business leaders and stakeholders to understand operational needs and recommend technology solutions that support workforce productivity and business outcomes.
• Coordinate with Purchasing, Facilities, Operations, Application teams, Infrastructure, and Security to align service delivery, project planning, and resource priorities.

Process, Governance & Continuous Improvement

• Develop and apply consistent, standardized support, deployment, inventory, and operational processes that are improved through lessons learned and performance data.
• Support audit readiness by maintaining accurate documentation, asset records, service evidence, inventory reporting, and operational controls.
• Champion continuous improvement, automation, process simplification, and practical standardization across workplace technology and field services.

Qualifications

Education

• Bachelor’s degree in Information Technology, Computer Science, Information Systems, Business Operations, or a related field preferred; equivalent practical experience may be considered.

Experience

• 10 or more years of progressive technology experience, including at least 5 years in a management or director-level leadership capacity.
• Direct experience leading cross-functional teams responsible for workplace technology, field services, mobile systems, end-user computing, or enterprise support operations.
• Proven experience overseeing mobile systems strategy, hardware provisioning, software or platform delivery, service level management, and operational support across multiple locations.
• Experience managing warehouse inventory operations, asset lifecycle processes, cycle counts, purchasing coordination, equipment readiness, or technology inventory controls preferred.
• Experience in transportation, logistics, field operations, service center support, or operations-intensive enterprise environments is strongly preferred.

Technical Competencies

• Strong understanding of workplace technology, endpoint lifecycle management, field support operations, mobile workforce platforms, and distributed enterprise support models.
• Knowledge of mobile applications, mobile hardware provisioning, MDT platforms, forklift hardware, endpoint security, device management, and hardware support practices.
• Strong familiarity with Microsoft 365, endpoint management tools, IT service management platforms, asset tracking systems, inventory controls, and operational reporting.
• Ability to guide systems integration, service readiness, solution supportability, roadmap planning, and scalable technology delivery across multiple enterprise locations.
• Working knowledge of ITIL, operational governance, support documentation, vendor management, service level management, and quality assurance practices.

Leadership Competencies

• Strategic ownership: translates business and operational needs into practical technology roadmaps, service models, and execution plans.
• Operational discipline: manages service performance, inventory controls, field execution, support readiness, and resource planning with consistency and transparency.
• Stakeholder partnership: communicates effectively with business leaders, technical teams, vendors, and field operations using clear business language.
• Organizational development: builds capable teams through structure, coaching, accountability, succession planning, and targeted skill development.
• Continuous improvement: uses performance data, inventory data, customer feedback, and lessons learned to simplify processes and improve service quality.

Preferred Certifications

• Vendor management, asset management, inventory operations, or supply chain-related certification preferred.
• ITIL Foundation or equivalent IT service management certification.
• Microsoft 365, endpoint management, or other modern workplace technology certifications.
• CMMI familiarity or equivalent process maturity experience preferred.