Managing Director, Enterprise Colleague Experience & Support

Job Summary: This Managing Director leads BDO's end-to-end colleague technology experience, with responsibility for internal and external service desk, collaboration platforms, endpoints, meeting room technology, and software portfolio management. This role is accountable for elevating the internal IT experience, reducing points of friction, and scaling support through automation, self-service, and AI-enabled agent capabilities. The role delivers a modern, seamless technology experience for more than 12,000 BDO professionals and provides direct leadership to teams responsible for service desk and endpoint technology support, collaboration and meeting room operations, and software lifecycle processes. Provides strategic leadership for BDO's colleague technology experience, including internal and external service desks, collaboration platforms, meeting rooms, and software portfolio management Owns endpoint strategy across laptops, mobile devices, and print, including standards, colleague choice programs, software lifecycle management, and endpoint security in partnership with the CISO Leads the enterprise productivity and support experience through ownership of Microsoft 365, Microsoft Teams, and the service desk operating model across Tier 0 self-service, Tier 1 contact center, Tier 2 escalation, and Tier 3 engineering support Drives AI-assisted support strategy, including virtual agent and self-service capabilities, to reduce ticket volume, improve first-contact resolution, and enhance the overall colleague experience Owns ITSM process design in partnership with the ServiceNow platform team, including incident, request, problem, and knowledge management Owns the field, office, and VIP support models, including on-site technicians, remote support, depot repair, executive white-glove support, and event technology support Partners with IT Operations to optimize colleague experience in IT asset management and logistics, including procurement, receiving, deployment, recovery, and Day-1 onboarding readiness for new hires Partners with knowledge management to maintain colleague-facing self-help content and internal IT knowledge resources Measures colleague experience across key touchpoints including service desk, endpoints, meeting rooms, and onboarding, and drives improvement plans against IT NPS and CSAT targets Leads major incident response for end-user-impacting outages and oversees workforce planning, including integration of RISE India for L1/L2 support and staffing optimization aligned to fiscal year transformation goals Other duties as required Supervisory Responsibilities: Directly manages directors of service desk, meeting room operations, and software portfolio management; provides coaching, performance management, and career development Leads workforce planning, hiring, onboarding, and capability development across US and offshore (RISE India) support teams Qualifications, Knowledge, Skills and Abilities: Education Bachelor's degree in Information Systems, Computer Science/Engineering, or IT, required Master's degree in Information Systems, Business Administration or Technology Management, preferred Experience Fifteen (15) or more years of progressive IT experience leading end user services, digital workplace, or colleague experience organizations, required Five (5) or more years of leadership experience owning multi-site end user services at enterprise scale, required Five (5) or more years of people leadership experience, including team oversight, coaching, and performance management, required Direct experience leading Microsoft 365 and Intune in a large enterprise environment, including modern device management and zero-touch provisioning, required Direct experience overseeing Microsoft Teams Rooms, Cisco AV, and ServiceNow ITSM at enterprise scale across multiple office locations, required Demonstrated success transforming service desk operations through AI, virtual agents, and self-service capabilities, required Experience supporting a multi-site professional services or partnership environment, including VIP support requirements, required Experience integrating offshore India-based L1 and L2 support operations with U.S. teams to improve coverage and efficiency, required Proven track record of improving colleague IT NPS and/or CSAT through measurable service experience enhancements, required Experience leading large-scale endpoint refresh initiatives, Windows migration efforts, or device integration programs related to mergers and acquisitions, preferred Experience working within professional services, Big 4, or similarly complex partnership-based environments, preferred License(s)/Certification(s) HDI Support Center Director or HDI Support Center Manager, preferred Microsoft 365 Certified: Endpoint Administrator Expert or comparable, preferred ITIL Foundation or higher, preferred Software Proficiency with ServiceNow ITSM, required Proficiency with any of the Microsoft 365 technologies (Ex: Microsoft Teams, Intune, Autopilot, and Entra ID), required Experience with any digital employee experience platforms (Ex: Nexthink or 1E Tachyon), required Experience with any collaboration and meeting room technologies (Ex: Microsoft Teams Rooms and hardware platforms such as Cisco, Poly, or Logitech), required Experience with any IT asset management platforms (Ex. Absolute, ServiceNow SAM, or comparable solutions), preferred Experience with Power BI or similar reporting and analytics tools, preferred Language(s) N/A Other Knowledge, Skills & Abilities Strong colleague-centric mindset with the ability to evaluate technology through the lens of the end-user experience Automation-first orientation with a proven track record of reducing manual effort and ticket volume Strong operational discipline and command of service metrics, including SLAs, NPS/CSAT, first-contact resolution, and unit cost Ability to modernize colleague technology services while maintaining day-to-day operational stability Strong written and verbal communication skills, with the ability to communicate effectively across the firm Comfort using multi-quarter improvement cycles to measure and improve colleague satisfaction Individual salaries that are offered to a candidate are determined after consideration of numerous factors including but not limited to the candidate's qualifications, experience, skills, and geography. National Range: $175,000 - $275,000 Maryland Range: $175,000 - $275,000 NYC/Long Island/Westchester Range: $175,000 - $275,000 #J-18808-Ljbffr BDO USA, LLP