Director, Digital Workplace and End User Services

The opportunity: The Director, Digital Workplace and End User Management will redesign how HBP employees experience technology-moving from reactive ticket resolution to proactive, self-healing services powered by AI, automation, and platform engineering. You'll eliminate repetitive work, enable intuitive self-service, and deliver measurable improvements in user experience, operational efficiency, and risk reduction, while building and guiding a small, outcome-driven team. What you’ll do Lead the transformation of a traditional Help Desk, Desktop Support, and Systems Administration function into a modern Digital Workplace & End User Services team. Design and implement AI-first service desk capabilities, including Copilot integrations, virtual agents, and orchestration workflows. Build and scale autonomous endpoint management using Intune, remediation scripts, and telemetry-driven health monitoring. Establish platform engineering practices across endpoint, identity, and workplace services to enable reusable, scalable solutions. Develop API-driven, event-based automation across identity, device lifecycle, and access management workflows. Implement telemetry, observability, and signal-based automation for proactive issue detection, self-healing, and remediation. Partner with Security to embed governance, compliance, and risk controls into automated workflows and digital workplace platforms. Drive zero-touch provisioning and lifecycle management for devices and user access. Lead change management, reskilling, and adoption efforts for impacted IT staff and business stakeholders. Build and lead a small, outcome-driven team. What you’ll bring 10+ years of IT experience, including 4+ years leading a customer support help desk or end user support function. Proven track record leading large-scale IT transformation initiatives, including. implementing AI and automation in IT operations. Deep expertise in endpoint management (e.g., Intune, MDM), identity (e.g., Azure AD), and automation. Strong hands-on experience with Power Platform and APIs (Graph/REST). Strong understanding of ITSM and ITIL processes, including shift-left strategies. Experience with telemetry, monitoring, and event-driven architectures. Data-driven decision-making style and comfort using metrics (ticket volume, MTTR, endpoint health, UX scores) to guide priorities. Extensive change management and cross-functional collaboration skills. You’ll stand out if you have Experience with Copilot Studio, virtual agents, or AI-driven service desk platforms. Background in platform engineering or SRE practices applied to end user computing and workplace services. Familiarity with tools like Nexthink or similar endpoint analytics and digital experience monitoring platforms. What we offer: As a mission-driven global company, Harvard Business Publishing is committed to fostering a culture of inclusion, trust, and engagement where everyone is welcome, valued, respected, and feels they belong. In addition to a competitive compensation and benefits package, we offer meaningful programs focused on career development and employee wellness, such as education reimbursement and early-release Summer Fridays! HBP is an equal opportunity employer, and all qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, disability status, protected veteran status, gender identity, sexual orientation, pregnancy and pregnancy-related conditions, or any other characteristic protected by law. $150,000 - $170,000 Above is the annualized pay range for this position. In addition, this position includes the opportunity to earn our annual Performance Based Variable Pay Program. Actual salary will be set based upon a range of factors, including external benchmark market data, individual knowledge, skills, experience, location and internal equity. #J-18808-Ljbffr Harvard Business Publishing