ABOUT 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)
Reports To: Sr. Director, IT Ops
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.

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:
• M365, Zoom, Entra ID, Okta, JIRA ITSM, Atlassian Suite, Slack
• 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.

TRAVEL REQUIREMENTS:

This position has less than 25% travel.

• 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.